Santander customer slams ‘clueless’ support team as credit card blocked ‘due to fraud’ | Personal Finance | Finance

A Santander customer found their new credit card blocked just 10 days after launching the account over fraud concerns.

The man took to X to share his frustrating experience trying to regain access as he battled with the “horrible” customer service.

He told the customer support team: “I got Santander edge credit card 10 days ago, activated same day.

“You blocked it apparently ‘due to fraud’ though I didn’t get any text to approve transactions. Now after 10 days, 2 complaints, 5 calls, still blocked with £3 fees. What the heck!”

A representative of the bank replied to apologise and said that “we understand a block is currently in place”. They asked if the customer’s case was still under review and if they had been advised of the next step.

The customer said they weren’t sure what was going on apart from they weren’t able to use their card.

They said: “There is nothing fishy other than your horrible customer service who is saying some person will call you.

“Complaints are also meaningless. You tell me what are the next steps?”

The support team said they couldn’t access the man’s accont and recommended he call 0800 313 4321 to talk to someone about the issue.

But the customer said they had already phone up eight times in the past 10 days but the people they had spoken couldn’t access their account either.

They said: “Already spoken to application fraud, security team, opening team and so on. No one has any clue.

“Forget 30 mins waiting time. Why don’t you stop issuing credit cards.”

The representative said: “2As soon as the fraud team have finished their investigation an member of the team will be in touch.”

The frustrated customer said: “Fraud team doesn’t have a clue I am afraid. When I called them, they said I am miscommunicated.

“Plus 10 days already gone, fraud block should be removed by asking text or via phone call verification same time.

“Nothing happened. You’re not solving the matter – I am sorry.”

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