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Author: 4a Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: of 34058  
Subject: Santander Card Fraud Dept pantomime Date: 08/08/2010 11:42
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Yesterday (Saturday) timed at 13:24 a voicemail was left on my mobile phone. It was a recorded message purportedly from Santander Card Fraud Department telling me they wanted to talk to me about something (unspecified) and for me to call them back as soon as possible. My first reaction was a suspicion that this was either some kind of wind-up or a possible scam. However, the recording did give my correct name and I do have a Santander card. I checked to caller ID as reported and found it matched one for Santander. So on balance I concluded it was probably genuine so felt it was vital to call them back without delay to find what was happening.

There followed a pantomime which occupied me for about 1.5 hours. Being a cautious person I immediately called a Santander number (not the one they gave in the message) which I knew to be genuine. After pressing the obligatory series of buttons following recorded prompts, keying in my card number and similar stuff, I found myself in a queue which seemed to go on forever. After over 20 minutes I got a human being and when I explained my mission he said he would transfer me to the correct people. I then waited in another queue for about 15 minutes and started to explain why I was calling. The line then went dead. Either they hung up on me, my battery went flat, I was out of mobile coverage or my phone credit ran out I know not which. I had a second mobile with me and used that to call a different Santander number getting through to a service centre. To my amazement the woman said that Fraud Department closes at 13:00 on Saturday and does not reopen till Monday morning. Why, I asked do they call people when they're shut asking people to call them back? She explained that this is normal as the fraud alert system makes these automated calls around the clock. Why, I asked, does the recorded message not say that there's no point in calling them back out of hours saving me wasting 45 minutes and running out of credit trying? She had no answer and I asked to be put through to someone who could take a complaint. In the process of her doing so the call was cut off for unknown reason.

I decided to use an 0800 number through a BT phonebox. The nearest one I knew was a 15 minute bus ride away. I struggled through torrential rain to the bus stop. Using the payphone after some 20 minutes I got through to an Indian call centre who explained what they considered suspicious activity. I could see their point but fortunately it turned out all was well and problem cleared up.

1.5 hours of frustration, one mobile phone out of credit, another mobile with flat battery, a Fraud Department shut but still making outgoing calls and a soaking I could finally relax!
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Author: itsallaguess Big gold star, 5000 posts Top Recommended Fools Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28588 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 16:44
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1.5 hours of frustration, one mobile phone out of credit, another mobile with flat battery, a Fraud Department shut but still making outgoing calls and a soaking I could finally relax !

I can completely sympathise with you 4a, it's totally frustrating trying to do anything like this nowadays, especially when you've done nothing wrong in the first place, and quite often these automatic vetting programs that they have in the fraud departments are simply too suspicious, and can cause you all sorts of un-needed headaches.

I had the misfortune, when interest rates started to tumble, to think that I may as well pool all my savings accounts that had dropped their rates into one with my current-account provider, The Natwest. That's when my trouble really started.....

Every time I moved anything above what you'd really call a paltry amount of money from my savings account to my current account, then the Natwest Skynet Security Program kicked in and froze all my accounts, including my current-account, and totally blocked my current-account debit card, which I use to pay for almost everything I buy.

Cue lots of embarrassing episodes, once in Argos with a few items to buy, once in Tesco with a trolley-load of shopping, where I was escorted away by the Tesco-Police to the Customer-Service Desk, and a few other times in various shops, where I was told that my card had been blocked. I had to call Natwest from Tesco itself, and go through the rigmarole of a security test to verify my credentials, and all because I happened to move some of my money from my Savings Account to my linked-bank-account, all with the same provider. Unbelievable, especially given that I already had possession of one of the new car-reader gizmos that you need to use if you want to set up new payees etc, so I really wasn't impressed with them at all.

I've since closed my linked savings-accounts, and the bank can go and jump for all I care when it comes to doing anything ever again for me apart from running my current account, from which they never make any money from me anyway, and I'll do all I can to make sure that's the way it'll stay.

Wow, just recalling the whole thing has wound me up again ! Time for a cup of tea I think.

Itsallaguess

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Author: spacedoubt Three stars, 500 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28589 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 17:36
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There followed a pantomime which occupied me for about 1.5 hours.

.....nobody expects the Spanish Inquisition.....

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Author: paulnumbers Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28590 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 18:11
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Santander really are absolutley terrible. I feel quite sorry for the people in their call centers, it must be quite soul destroying.

As martin lewis says... ditch and switch!

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Author: CauliCheese Two stars, 250 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28591 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 18:30
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This is in no way intended to detract from your story of poor Santandard Customer Service (they have a bad reputation so little suprise - vote with your feet!), but...

If the card was still in your possesion then there was no need for you to go to these lengths. The Banking Code states that:
If someone else uses your card details without your permission, and your card has not been lost or stolen, you will not have to pay anything
If someone else uses your card details without your permission for a transaction where the cardholder does not need to be present, you will not have to pay anything

Personally I'd never go to such lengths. Just call them back when its conevenient to you or take the first person's name you speak to and say you'd like the fraud dept to call you back. Then you're more than covered.

Regards,
CauliCheese

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Author: soul2 Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28592 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 18:42
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....soooooooooooo their fraud department are closed from 1pm Saturday till Monday morning........a period I would guess when a lot of frauds would take place....also useful information for any fraudster to know.............strange they gave that out...

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Author: akiking Big gold star, 5000 posts Top Recommended Fools Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28593 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 19:01
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A friend of mine was in London on business. He was checking out of his hotel, tried to pay the bill, and the card was rejected. He phoned his bank, and after about half an hour he got through to the people he needed and was told that the card had been stopped because of a number of susicious transactions.

He asked for details and was told that there had been a number of transactions made in France, and that was what had triggered the freeze.

"Look at my address," he said.

"Oh!" they said.

"That's right," he said, "I live in France."




Akiking

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Author: Staffordian Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28594 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 19:57
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I seem to be a lone voice here, but I have to say I was extremely impressed with the Co-operative Bank's fraud measures the other day.

I'd closed a couple of savings accounts as the bonus rate was finished, including one with pretty significant balance.

In the meantime I'd also set up a new account to move the proceeds into, and put two smallish deposits into it via my debit card.

Once all the money from the closed accounts was in my current account, I logged into the new savings account to make a debit card payment to move it all across.

The payment declined, but before I could say "Oh bu99er!" the phone rang, with an automated message from the Co-op Bank.

It said the call was in response to a potential fraud.

I had a couple of multiple choice questions to press a key for relating to my date of birth, then it asked me to listen to five recent debit card transations; which included the just declined one.

I could not be sure about one it mentioned, but there was an option to get more detail on them, and on selecting this the system gave me enough details to know they were all genuine payments.

I pressed a further key to confirm they were all mine, and the message closed by saying I could repeat the declined payment.

I was still on the webpage, so I repeated the transation, which went through fine.

So in less time than it took to write this post, I tried to make a payment, had it declined by my bank's fraud trigger; received a call from them, had them realise all was OK, and made the payment again.

Glad I don't bank with Santander

:-)

Staffordian

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Author: 4a Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28595 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 20:10
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The Banking Code states that:
If someone else uses your card details without your permission, and your card has not been lost or stolen, you will not have to pay anything
If someone else uses your card details without your permission for a transaction where the cardholder does not need to be present, you will not have to pay anything


I don't share your faith in the system. There have been plenty of reported cases where the card company refused to pay out saying that the card-holder must have compromised their PIN (even though denied by card-holder). See for example http://www.thisismoney.co.uk/savings-and-banking/article.htm... and http://www.timesonline.co.uk/tol/money/consumer_affairs/arti...

Secondly, the practical difficulty is that my card issuer may have decided to block the card until the problem was sorted. Since these blocking decisions are frequently made by machine rather than human being, it could still happen when the Fraud department was closed. Since I didn't know whatever dodgy transactions had been made and I didn't want all my subsequent purchases rejected, I had little choice but to ensure the matter was cleared up as soon as possible.

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Author: rgifford Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28596 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 20:16
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The payment declined, but before I could say "Oh bu99er!" the phone rang, with an automated message from the Co-op Bank.

It said the call was in response to a potential fraud.

I had a couple of multiple choice questions to press a key for relating to my date of birth, then it asked me to listen to five recent debit card transations; which included the just declined one.


I've received calls from fraud departments from time to time. I don't give them any details and always call back to a number that I know belongs to the bank. Someone giving me details about recent transactions just demonstrates someone who has broken into my account.

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Author: paulnumbers Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28597 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 20:23
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The payment declined, but before I could say "Oh bu99er!" the phone rang, with an automated message from the Co-op Bank.

Indeed, Abbey Zero (now santander) have this system too, and they use it with reckless abandon. My Abbey Zero card was blocked so many times I gave up using it.

If the bank could have had a person call me I would have been happy, but having a computer call me, which has a marginal cost of zero for them, seemed to waste too much of my time, and not enough of theirs.

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Author: jonthetourist Big red star, 1000 posts Top Recommended Fools Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28598 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 21:53
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I know it's a cliche, but move to firstdirect, and have a bank you enjoy communicating with.

Really.

Jon

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Author: 4a Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28599 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 08/08/2010 21:58
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I know it's a cliche, but move to firstdirect, and have a bank you enjoy communicating with.

No thanks. I had a cash ISA with First Direct and, about a month ago, the interest rate plummeted from 3.5% to a miserable 0.5%. Their inefficiency held up the transfer for several weeks (earning me the miserable 0.5% interest during the hold-up).

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Author: joncr One star, 50 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28600 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 02:41
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I've had similar experience when travelling to Asia and put it down to the terrible software that they use to determine the probability of the transaction being fraudulent. Every time I'm about to travel I ring up the bank to let them know where I'll be using my card. They dutifully state that they "will put a note on my account".

One long long-haul flight later I arrive in Bangkok airport and my card has been frozen after using an ATM in the airport. I end up having to use the hotel phone to make an international call to get it unlocked. This generally costs about £20 as the average Thai hotel worker generally has no concept of European free phone numbers and charges me for a full international call.

Now I accept that Thailand may be a country where card fraud is higher than average but surely the fraud detection software can work out that my previous two UK transactions were for plane tickets and a sun cream at Manchester airport duty free. It doesn't take a genius to work out that it's possible that I want to get some money out.

A week later I travel across the border to Cambodia and the card gets blocked again as it's a new country - and then blocked again on my return to Thailand. This happens every time I travel and one time I'm going to get caught out with no local money to pay for the expensive call.

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Author: KingMcKong Big gold star, 5000 posts Top Favorite Fools Top Recommended Fools Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28601 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 05:56
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I know it's a cliche, but move to firstdirect, and have a bank you enjoy communicating with.

No thanks. I had a cash ISA with First Direct and, about a month ago, the interest rate plummeted from 3.5% to a miserable 0.5%. Their inefficiency held up the transfer for several weeks (earning me the miserable 0.5% interest during the hold-up).



My thanks for that, 4a

My First Direct ISA drops its rate in November, so I'd better get the switching process started fairly soon!


KMcK

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Author: woodview Three stars, 500 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28602 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 08:00
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I know it's a cliche, but move to firstdirect, and have a bank you enjoy communicating with.

No thanks. I had a cash ISA with First Direct and, about a month ago, the interest rate plummeted from 3.5% to a miserable 0.5%. Their inefficiency held up the transfer for several weeks (earning me the miserable 0.5% interest during the hold-up).


My thanks for that, 4a

My First Direct ISA drops its rate in November, so I'd better get the switching process started fairly soon!


KMcK


Mine too, and at the moment it might be a move back to Nationwide who took weeks going the other way. :-(

Both banks blaming the other for the slow progress of the transfer even though I had given almost a months notice.

Sorry for moving off topic.

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Author: HamsterWheel Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28603 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 09:04
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Next time, why not just ring the number they gave you - there'll be a security check anyway.
Unless you want to make your life difficult !!!

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Author: rgifford Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28604 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 09:06
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Next time, why not just ring the number they gave you - there'll be a security check anyway.

Because the security check establishes the identity of the caller (me) and not the identity of who I am calling.

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Author: SmudgeButt Big gold star, 5000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28605 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 09:31
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Joncr

This generally costs about £20 as the average Thai hotel worker generally has no concept of European free phone numbers and charges me for a full international call.

I don't think there is any such thing as an international free phone number. If you have an 0800 number for the UK it will not be free to call from Thailand, US, most of the world. Any card I've got has always said something like outside the UK ring +44 01XXXXX....and yes ringing to tell them what you're up to seems to have absolutely no effect on having your card cancelled.

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Author: JoeEasedale Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28606 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 09:32
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Next time, why not just ring the number they gave you - there'll be a security check anyway.
Unless you want to make your life difficult !!!
-----------------------------------------------------------------------------------

Sure ....ring the number that a fraudster gives you, and they ask security questions that you answer and then they clean out your account.

NEVER ring a number given in a phone call or e-mail, unless you want to throw your money away.

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Author: violinista Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28607 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 09:59
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I have to say, I was quite impressed with HSBC during some recent travels. I told them in advance that I was going to Australia (and neither my HSBC Debit card or my Tesco visa were blocked while I was away).

As I took a circuitous route home, I ended up making transactions in short order from Thailand, Singapore and Malaysia. Therefore i wasn't surprised that when I got home and tried to move a large sum of money from my current a/c into a savings a/c it didn't go through. Oh no, I thought, I'll have to ring the bank...

...But at that moment, the phone rung. It was HSBC fraud call centre (Indian based, but perfectly helpful and understandable and none of this press button 1 to be infuriated, button 2 for annoyance, button 3 for a blood-pressure-induced minor stroke etc etc). They said that there was a concern that their files had been infiltrated and they had to replace a number of debit cards, and read out my last few transactions to me. They were all mine, so no worries there. They then said they were about to cancel my card and send out a replacement. I protested as 1) I had no cash to hand and 2) I wanted to move some large sums to pay off credit cards, put into savings and delaying would cost me interest. They said they could wait for 1.5 hours if that was a help? I said that would be fine. They said they'd ring back in 1.5 hours to confirm that they were about to close the card. I said fine, redid the online transactions I needed, nipped up the road to the cashpoint, and bang on schedule, they rang back, confirmed they'd cancelled the old card and the new one arrived in 2 days.

Irritatingly, I have nothing to complain about!

Mags

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Author: gt94sss2 Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28608 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 14:38
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I don't think there is any such thing as an international free phone number. If you have an 0800 number for the UK it will not be free to call from Thailand, US, most of the world.

00800 numbers are international free phone numbers but don't work in every country.(See http://en.wikipedia.org/wiki/Toll-free_telephone_number#Univ... for more info.)

One could always try ringing your card issuer and reverse the charges - on their Lost and Stolen cards number perhaps?

Regards
Sunil

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Author: Staffordian Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28609 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 21:28
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Someone giving me details about recent transactions just demonstrates someone who has broken into my account.

Good point, but would they know about the declined transaction within 5 seconds of it happening?

Even an authorised transaction takes a day or two to appear online, and a declined one never would.

And to incorporate this declined transaction into an automated phone call to me within that 5 second period would be pretty remarkable.

Added to that, they didn't ask for any info from me; other than asking me to choose one of three options for the month of my birth, and one of three for the year of my birth.

As my correct one was in there, I guess they already knew it.

All told, I think it's a pretty good compromise between absolute security and peace of mind.

Lets face it, even if internet and phone banking were abandoned overnight, there still would never be such thing as absolute security.

Staffordian

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Author: rgifford Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28610 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 09/08/2010 21:52
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Good point, but would they know about the declined transaction within 5 seconds of it happening?

No they wouldn't. In that specific instance, which hasn't happened to me yet, I may well respond to the call with something other than 'I'll phone you back'.

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Author: penym Big red star, 1000 posts Top Recommended Fools Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28623 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 10/08/2010 18:21
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I just hate Alliance and Leicester, which is now Santander. Problem is that we have had accounts there for years and all divis and my state pension is paid into my current account and it would be one helluva job to change things.I also have a savings account plus an ISA with them.

Some of you may recaall that my purse was stolen on a locaal bus in March 2009 soon after my husband died, but I did not know what had happened and left my bag until the morning only to discover the theft.

A&L tried to ring me when the thieves used my debit card to buy nearly £3,000 worth of jewellery at about 6pm , but as my phone was engaged, they let the transaction go through even though the card had never been used outside my home.

Because they also stole my address book in which I had hidden the pin number inside a long Australian phone number, they deciphered it and so even the Ombudsman could not help me.

I still do not take that debit card outside my flat and I am still shocked at whaat happened.

Even worse, they were changing my accounts over to Santander and I was unable to access my online current and savings accounts for about 10 days.

Their service is totally pathetic.

penym

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Author: paulnumbers Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28626 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 10/08/2010 23:01
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Because they also stole my address book in which I had hidden the pin number inside a long Australian phone number, they deciphered it and so even the Ombudsman could not help me.

Sorry to hear about your plight penym. An awful combination of circumstances.

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Author: AlderPoint Big gold star, 5000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28627 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 10/08/2010 23:17
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I've just been subjected to this, initially from Barclaycard, and then a few minutes later from Santander (as I tried the transation with both).

I must admit though Santander have improved their mechanism 1000% since they last stopped my card for a suspicious (to them) transaction. Odd thing was, both B/card and Santander stopped the cards for a small (<£2) transaction on ebay/paypal, but had been quite happy to authorise £100s of hotel/airline transaction one of two days before.

The new systems they have are annoying, but at no point do they ask you anything that they shouldn't already know. I did wonder what would happen if I "accidentally" didn't recognise a transaction - certain one of my transaction they quoted a different hotel chain then where I actually stayed.

Yes, it's good being paranoid, but sometimes you have to take a reality check.

One thing that I *would* be interested in though: what percentage of "potentially fraudulent" transactions they identify do actually turn out as fraudulent? I'd guess at less than 1%. Anyone know of any published figures?

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Author: parallellines Three stars, 500 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28628 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 11/08/2010 07:44
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Odd thing was, both B/card and Santander stopped the cards for a small (<£2) transaction on ebay/paypal, but had been quite happy to authorise £100s of hotel/airline transaction one of two days before.

When I was the victim of credit card fraud, the first two transactions were tiny ones , presumably to check that the card worked, before the attempt to make a bigger one. So, I actually find it reassuring that the system looks for this.

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Author: 4a Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28629 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 11/08/2010 07:53
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Some of you may recall that my purse was stolen on a local bus in March 2009 soon after my husband died, but I did not know what had happened and left my bag until the morning only to discover the theft.

You have reminded me of a disgraceful incident which happened to an elderly relative of mine (since deceased). Living alone some bogus workmen turned up on her doorstep saying she needed roof work doing. They took her to the local A+L branch and got her to withdraw some cash. This was repeated over a couple of weeks and this resulted in several thousand pounds being stolen from her account. The "workmen" disappeared without any work ever being done.

Upon finding out I immediately arranged to operate the A+L bank account as her attorney and got the relative re-homed in a safe place. I reported the matter to the police. The police were sympathetic but were unable to obtain a statement from her because of her confused state possibly being a sign of dementia. The police subsequently came back to me saying that A+L were being uncooperative and had refused to give information about the method of withdrawal or whether there was any CCTV footage. It seemed (but was never confirmed) that the withdrawals were made over the counter rather than ATM. I contacted A+L and requested a meeting with the branch manager to look at the withdrawal slips to help identify precise dates & times and talk to the counter clerk(s). A+L head office refused my request saying that all matters must be answered only by their legal department at head office and I was not permitted to speak to anyone at the branch.

As a result of A+Ls wall of silence no progress was ever made in progressing the investigation. As far as I am concerned A+L were quite prepared to stand back and do nothing after a customer had been defrauded.

Sorry about this off-topic rant as I think it occurred before Santander took a hand in managing A+L.

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Author: JoeEasedale Big red star, 1000 posts Add to my Favorite Fools Ignore this person (you won't see their posts anymore) Number: 28630 of 34058
Subject: Re: Santander Card Fraud Dept pantomime Date: 11/08/2010 08:35
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I think it occurred before Santander took a hand in managing A+L.
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That point is actually relevant however. Santander in Spain have I believe a good reputation for customer service. Over here, look at who they took over. Alliance and Lost, Bradford and Broken and Shabby National. 3 uk high street building societies, all totally out of their depth trying to be banks, and all failed.
These three had the worst reputations for customer service when on their own, so it is hardly a surprise that on taking over the 3 stooges, Santander got themselves a diabolical concept of customer service.

Maybe the ex Williams & Glyns banks staff will be allowed to improve that service over time, but I will stand back and watch these boards for a year or 5 before I trust them with any of MY money.

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