Left hand, Right hand. (Santander)

Santander are offering a new current account that pays interest and cashback on certain direct debits (123 account) – so I applied to upgrade my existing current account, only to be told I didn’t qualify:-

Thank you for applying to transfer your account to a 123 Current Account. Unfortunately, your existing account isn’t eligible for a transfer to the 123 Current Account.

Eiligible accounts (their spelling) are: Preferred, Everyday, Preferred In-Credit Rate, Preferred Overdraft Rate Zero, Premium, Reward, Family Reward, Travel Reward, Premier Direct, Premier, Current Account (Alliance & Leicester), Premier 50, Premier 21.

Just how many different kinds of current account can a bank have if mine isn’t one of these?

We apologise for any inconvenience this may cause.

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Not satisfied with their answer I asked if I could just open a completely new 123 account alongside my existing account, and got the following reply:-

Thank you for your email. If you already hold a Santander (or former Alliance and Leicester) current account and want to transfer to the 123 Current Account rather than apply for a new account, you can use our easy online transfer service. Not only will you get the same great benefits as new customers you also get to keep your existing account number, PINs and payment instructions. To be eligible for the account you must have at least 2 active direct debits and fund the account with at least £xx per month. From our records your account meets these requirements. I hope you find this information helpful.

Regards, Santander Customer Services

Does the left hand know what the right hand is doing?

Naturally I complained (I'd give Victor Meldrew a run for his money) and they agreed I could convert the existing account. They also paid me £15 as an ex-gratia payment as they had misinformed me. Good Result!