Over a year ago we took out a instant access saver account with Santander. It came with a bonus of extra percent interest which was valid for a year from the date of first opening the account. Sometime after the first year period was up I rang Santander and was assured over the phone that they would renew the bonus for me.
However it was not done. When I rang them recently they said they would need to access the phone call 'recording' to confirm whatever I said was promised, was actually promised.
I wrote to them and gave an approximate date on which I thought the phone call was made, but they said there was no record of that particular conversation on that particular date. I said in my letter that it might have been a bit earlier or a bit later, since I was not definitely sure of the actual date.
They told me that they needed the *exact* date when the phone call was made. Since I could not provide that they said that they could not help me.
I would think the time window of the phone call is within a twelve week period and it is convenient for them I cannot give the exact date of the phone call.
Is it likely that their only means of finding a phone conversation recording is just by the date of the call?
Since the account number and name and contact details are required to be given in everyphone call made to Sandander, is it likely they could not access *all* phone calls made from the same land phone, same person and same account number; within a twelve week window time scale?