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Sue Oldham

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Review of the Santander, 123 Current Account (discontinued):

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Stolen card details

This was a few years ago now but I still tell people about how impressed I was with my bank. They realised that my details had been stolen and were being used without my knowledge before I did! They contacted me to check a whole list of transactions, many of which were not of my making. I was alarmed to learn how these individuals operate - at first, very small amounts of around £1 was spent, apparently to check that the account is in operation. Then the amounts increased to around £5, then got steadily bigger. The largest transaction was around £300 if I recall, for a new set of tyres - I don't own a car! What really offended and annoyed me was that these thieves had the cheek to set up a £5 direct debit to Christian Aid - talk about adding insult to injury! Nothing very Christian about setting up a 'charitable' donation without the givers knowledge! Anyhow, Santander were brilliant. They helped me sort out new details as quickly and painlessly as possible and reimbursed every single penny that had been stolen from me. I believe this is standard practice in banking, but I was so impressed with the speed with which they realised there was an issue, and the absolutely no quibble reimbursement of funds. They were very helpful and understanding and presented a very human face to what could potentially be a distant and faceless, huge organisation. I have banked with Santander for at least 25 years (back when it was Abbey National) and can genuinely say that, as a long term customer, they have never let me down or disappointed me in any way. Thank you Santander. Reviewed on: 1st January 2016

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