Saturday 1 October 2016

Apology over cross-stitch bank card

Published 20/05/2015 | 18:06

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

A bank has apologised after a fed-up customer cross-stitched his own bank card to vent his frustration at waiting for a replacement.

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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."

Mr Clark said he had spent a couple of hours stitching the handmade card before popping it in the post.

His comments received hundreds of "likes" on Facebook, with one other user commenting: "Brilliant! You sir have made my day by making your point without losing it."

Another Facebook user remarked: "Don't get cross: get cross-stitching."

Mr Clark, from London, was quoted on the BBC website as saying: "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."

The 29-year-old continued: "If I can knock something out and send it within three days, why can't they?"

Santander apologised for the delay and said the matter should be resolved by the weekend.

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."

Press Association

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