I have found this web site and it's forums quite by chance as I was searching the internet for contact details for the new Director General of Cajasur Antonio Barral. If I have to complain I usually trawl the internet for these kinds of details and write directly to the top - it has always worked for me in the past.
I signed a direct debit with Cajsur in favour of Endesa 2 years ago. It never worked. I don't live in Spain now and consequently rely on friends who look after my house for me. Everytime the bill wasn't paid Endesay cut me off. Everytime this happened my friend went to the bank and to Endesa to find out why the direct debit wasn't working. Everytime both parties said that they had checked / updated their records and that it would all be OK next time round.... you get the picture.
My original branch manager was brilliant and although he had moved on I wrote to him telling him of the problems I was having both with Endesa and with the local branch. At this point I wasn't sure who was at fault. He contacted the branch and eventually it became apparent that they had neglected to put a reference number on the original set up documentation. Obviously I was less than pleased having incurred numerous reconnection charges as well as paying my friend for her time in trying to resolve this matter.
The new manager at the branch is appalling - he has not the first clue about customer service. I have written to him to say that I want to make a claim for incurred costs and he refuses to deal with the matter, whilst sending fairly rude and unprofessional emails.
I have contacted their customer service email address twice now - first time 27th Jan and have still not had a response.
I understand that there is a banking protocal in Spain that can be used with regard to complaints but I do not know how to get the information I need to start the ball rolling. I believe that I have to write to the director of services at the bank and then if I get no joy from that latterly the Bank of Spain which acts as the equivalent of the Banking Ombudsman.
Can anyone help with any of the details I need or does anyone have any contact details within Cajasur that are not the normal ones on the internet.