Reply To: Applied a week ago but no reply yet?

[CarpalTravel]

Aston100 wrote:

CarpalTravel wrote:

Day 1 applicant, they have acknowledged that my card has not even been sent yet but are refusing to refund the £20 fee because the account is “open”. Much like having gym membership yet the front door being permanently locked. Dealing with their support staff make it even worse as they are slow, utterly clueless and extremely unhelpful. They are actually managing somehow to make Santander look good.

This is proving to be a spectacularly miserable experience. I truly, honestly, wish I had never bothered.

Pathetic.

Sorry to hear this.
Have you already tried calling this number? 0800 161 5309
If not, please do so and ask to raise a formal complaint. They will transfer you to another team who can do that and give you a ref number.
I have got through with almost no waiting time on each occasion this week.

Thank you. I haven’t yet as honestly, I simply couldn’t face it nor have the time. I did it via chat so I could screenshot their refusal to refund. I will do it tomorrow and will definitely be raising a complaint. Whilst I am not one for over dramatising things, I am so frustrated about this. I am pretty sure there is a word for when money is taken without providing the service it was meant to pay for….