@santanderukhelp Thank you very much for the response - to date she had only received unhelpful auto-responses, so your advice looks perfect - we will try your suggestion.
Hi @santanderuk 'chat with us'? What a joke! Where is my daughter's free railcard she was supposed to get with her student account? Awful customer service! Pls DM, contact me offline, or credit her £100 that the 'free railcard' is worth. #unimpressed