Santander Customer experience going the same way as health & safety ! What ever happened to common sense ?

Redhill Surrey, United Kingdom :11.50: 29 December – Santander Belfry Branch.

Two transactions made which involved using my debit card. Bummer, 3 hours later and a 150 miles West , realised I’d lost my debit card.

Ouch number 1 – no telephone number for Redhill branch on google – an 0845 number only. I’ll ring when I get home.

An hour later, ring 0845 number and am put through to branch. Doh ! I had left my card there. Yipee - I thought !

Ouch number 2 – Can you post it to my local branch in Cardiff. Our procedures  don’t allow us to do that ? The Santander Equivalent of computer says no. All you can do is report it as lost, and we will destroy the old Card.

Ouch number 3 – ten days without a debit card.

Am I being commercially naive (as one of my old managers in corporate life one described me) or were Santander right to be so risk averse in trying to prevent potential fraud, even though it was clearly inconveniencing a customer ? Why wouldn't they post my card to the Cardiff Branch ?

Would love to hear from you ?