Sunday 4 December 2016

Bank customer waits so long for replacement debit card he cross-stitches his own

Published 21/05/2015 | 08:13

Santander have apologised after a customer made a bank card out of cross-stitch to protest at the delay in getting a replacement card. Image: Keith Clark
Santander have apologised after a customer made a bank card out of cross-stitch to protest at the delay in getting a replacement card. Image: Keith Clark

A man cross-stitched his own debit card after he waited weeks for a replacement card from the bank.

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London-based Keith Clark posted a message on Santander's Facebook page, saying: "I've been waiting for my replacement debit card for 20 days now. I've spoken to branches, customer services, complaints, and yet still I wait."

He continued: " So last night what I did was make YOU guys a debit card, from cross-stitch... and this morning I popped it in the post, marked for your head office, and, thanks to the magic of recorded delivery, we're going to see how long it takes to get to you."

Clark's experiment was met with excitement on the social media channel, with one user commenting: "Brilliant! You sir have made my day by making your point without losing it."

Mr Clark told the BBC: "My motivation was I found it unbelievable that it takes 8-10 days to make a debit card and send it to me so I thought I'd wait and see how long it takes to get something to them.

"If I can knock something out and send it within three days, why can't they?"

The bank has since apologised to Clark, the London Independent reports.

They also said the matter should be resolved soon.

A statement from Santander said: "We've apologised to Keith for the delay in receiving his replacement card. A new card has been ordered and we're hoping this will be sewn up for him by the weekend. Excellent customer service is always our top priority and we're pleased Keith has accepted our apology, along with £50 for the inconvenience caused.

"To applaud Keith on his first class cross-stitch skills, and in recognition of the time and effort he has put in, we're making a donation to his local scout group."

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