I opened an Isa account at the end of March 2012 attracted by Santander's widely advertising campaign. In response to the formal request from Santander, my previous Isa provider, NatWest, transferred £20,000 to Santander in mid-April. The £20,000 has still not been allocated to my account by Santander, despite numerous phone calls.
No progress is being made and my faith in the British banking system is severely shaken. BB, Aldeburgh
Your money was apparently transferred into a different Santander customer's account, although the bank was unable to tell you how this happened. All it told us is that it was "a clerical error".
The good news is that the £20,000 has now been transferred into your account and the interest has been backdated to the day you made the transfer. Santander has apologised for its mistake and has made you an additional goodwill payment of £125.
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