News : Phone Trap Costs Santander Customers if They Dial Incorrectly
London, UK, July 12, 2016 -- Santander customers are being caught in a telephone trap that could see them landed with a sky-high bill.
The bank’s freephone number is 0800 9 123 123. But if you fail to enter the number 9 and dial 0800 123 123, you will hear a voicemail telling you this number is no longer in use.
Callers are told to redial 0900 123 123 123 to speak to a member of the Santander team and advised to save this number in their phone.
But this is a premium rate number, which redirects you to Santander’s call centre at a cost of 65p per minute.
One caller was charged £8 after waiting on the line for 13 minutes.
The service is provided by a firm called Golden Number Company, which sells easy-to-remember numbers to businesses.
It says it’s had 1,000 nuisance calls every day for a year from Santander customers, costing it £20,000.
‘Santander won’t pay to rent our number and we can’t make any money from it thanks to all the nuisance calls, so we introduced this charge on June 29,’ says a spokesman.
Santander says it is taking legal advice to see what it can do to close down the ‘fraudulent’ line.
Posted by Veronica Silva Cusi, news correspondent
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The Santander Group is a Spanish banking group centered on Banco Santander, S.A. and is the largest bank in the Eurozone by market value. It is one of the largest banks in the world in terms of market capitalisation.
Published: Thursday, July 14, 2016
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