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A Santander customer was left baffled when the bank suggested he visit a branch in another country to carry out his banking. The man had contacted the bank after experiencing issues with the cash machine at his local branch in Weston-Super-Mare.
He queried: “Second time asking. Is the cash point at Santander Weston-Super-Mare accepting cash yet? ” In response, the bank said: “Apologies for our late reply! We’ve queried this with our ATM management team and as soon as we have an update, we’ll certainly let you know.”
“The next closest Santander branch is: Queen Street, Cardiff, South Glamorgan.” The customer was understandably confused by this, responding: “Cardiff is in a different country and much as I love Wales, I’m not driving there for this. Look forward to your update.”
(Image: Getty)
Indeed, Cardiff is nearly a two-hour drive from Weston-Super-Mare, including crossing the Bristol Channel via the Prince of Wales bridge. The bank acknowledged that this might be a bit far for the man to travel for his banking needs.
A representative responded: “Appreciate this is a little too far! At the end of my reply, I let you know deposits can be made using the Post Office too, with your Santander card. Hopefully this is more convenient.”
The customer agreed that this would indeed be a more suitable alternative for his banking needs. Santander later responded with good news, stating: “We’re happy to confirm that the branch’s ATMs are up and running again at the Weston-Super-Mare branch.”
The bank has also recently faced criticism when a terminally ill customer encountered difficulties accessing services. A family member of the affected customer reached out, prompting Santander to invite them to contact the bank via email at twitter @santander.co.uk for further assistance.
Santander offers various options to support individuals in similar circumstances, including a Carers Card, which is a separate account that permits two carers to manage everyday tasks like grocery shopping on behalf of someone else.
