Losing any amount of money is annoying and a sum of £2,000 is cause for concern so we got in touch with Santander to find out where it was. It said the reason interest wasn't paid during 2009 and 2010 was because the account "went into dormancy as it appeared not to have been transacted on between March 2009 and June 2011".
Because of this a block was placed on the account and no interest was paid, which it says is outlined in the terms and conditions.
However, this doesn't explain why Ann wasn't told sooner, or why the staff were so unhelpful. Santander admits communication was the problem.
Someone should have called Ann, or sent through another letter, and the account shouldn't have been changed without confirmation from her first. Santander has now apologised to her and returned the lost interest. "We have since changed our processes so we do write to customers to inform them if a block is placed on their account," Jonathan Akerman, spokesperson for Santander, confirmed.