Santander online banking problem

[berylcook]

Hi, first post but long time lurker, so hopefully I'll get this right. I have several accounts with A&L. I frequently use online banking. I never used to have to problems till the switch to Santander.

It has just locked me out for the third time, as it claims my online 5-number passcode is incorrect. 2 questions:
1) Has this happened to anyone else? I've done online banking since it existed and never had this problem. I swear my number was correct. I tend to bank late at night, would this be a problem?
2) I'm going abroad for 3 weeks on the 5th March and need online banking while I'm away. Is there any alternative to requesting a new passcode and hoping it turns up in time, doubtful given the 10 working day quote?

Long term I'm switching, but I need a working account till I'm back and can sort it out.

[blueberrypie]

There are a number of people on these forums who've been locked out of Santander on-line banking for months on end. I never had that problem, but was regularly refused access to my Santander credit-card on-line (separate from on-line banking), with the claim that the log-in info I'd provided was incorrect - which wasn't actually possible, as I was using an aggregator which filled in the info for me, and the info worked on other occasions (about one time in three, I'd say).

I would suggest you open another account *now*. Don't worry about switching - just get yourself into a branch of wherever you're moving to, get the account opened today. You should still have time to get on-line banking set up, your debit card issued, and move funds from your Santander account, and then you can worry about moving wages across etc once you're back.

[rb10]

Originally Posted by berylcook

It has just locked me out for the third time, as it claims my online 5-number passcode is incorrect.

It sounds as though you've entered the passcode incorrectly - your passcode will actually be between 8 and 16 digits.

[agrinnall]

Originally Posted by rb10

It sounds as though you've entered the passcode incorrectly - your passcode will actually be between 8 and 16 digits.

I'd agree with this, my own passcode is 8 digits. Are you sure you're not confusing it with your registration number, which is 5 digits? Also, the passcode is a number you select yourself, it's the registration number that they send you in the post.

[berylcook]

Oops. I should have said it won't remember my Customer PIN (5 digit).

[BreamoreBoy]

Originally Posted by agrinnall

I'd agree with this, my own passcode is 8 digits. Are you sure you're not confusing it with your registration number, which is 5 digits? Also, the passcode is a number you select yourself, it's the registration number that they send you in the post.

Eh? I've just logged on to check, the customer id is 8 digits and is supplied by them, the pin code is 5 digits which you select.

[rb10]

Originally Posted by berylcook

Oops. I should have said it won't remember my Customer PIN (5 digit).

But Santander don't use a 'Customer PIN'.

To log in, you need:

Personal ID or card number
Passcode
Registration number

[samwsmith1]

Originally Posted by rb10

But Santander don't use a 'Customer PIN'.

To log in, you need:

Personal ID or card number
Passcode
Registration number

I think this is maybe being confused with the Alliance & Leicester system which requires and 8 digit customer ID and a 5 digit pass code.

See the initial login screen - https://www.mybank.alliance-leiceste...ybankrhnlogin&

[Cmdr_Bond]

With Abbey all 3 fields were on the same page, now the personal ID/card number is on the first page and passcode and reg no. on the next.

You can change all 3 of these once you have logged in.

Personal ID/Card number can be anything. Passcode and registration numbers are 8 and 5 long.

[jen245]

OP is logging in through A&L which is with an 8 digit customer number, and a 5 digit pin. The main santander site log in is different. My accounts are closed, but can still log in through the old A&L site this way

[krycek985]

I recently requested new reistration numbers pins etc for online banking.

I recived them a week or so later. I input all the information asked and then it asked me to change the info to something I would remember. Problem was after I tried to log these new details it kept saying I had input the wrong details.

After a while of trying and retrying I called santander who told me it was a regular fault.

They suggesed I put all the info they had sent me into the required feilds and when it asked me to change my details, just type the info they send me in reverse.

This worked instantly.

Why santader dont fix this problem I have no idea ?

[andrea1968]

I've had exactly the same problems. In the last 4 months I was with them it blocked my details 3 times, and each time it takes up to 10 days for them to issue a new log in. I'm now with the Halifax and their online banking has been great so far.

[vinh1000]

Originally Posted by krycek985

I recently requested new reistration numbers pins etc for online banking.

I recived them a week or so later. I input all the information asked and then it asked me to change the info to something I would remember. Problem was after I tried to log these new details it kept saying I had input the wrong details.

After a while of trying and retrying I called santander who told me it was a regular fault.

They suggesed I put all the info they had sent me into the required feilds and when it asked me to change my details, just type the info they send me in reverse.

This worked instantly.

Why santader dont fix this problem I have no idea ?

yep
i seem to have like 5-6 online banking customer numbers with them LOL

[choc_mouse]

Originally Posted by krycek985

I recived them a week or so later. I input all the information asked and then it asked me to change the info to something I would remember. Problem was after I tried to log these new details it kept saying I had input the wrong details.

Why santader dont fix this problem I have no idea ?

I reported this to Santander back in 2009 for my Santander Zero card. Still not fixed!! But not a surprise considering it's Santander.

A workaround I suggest has worked for others. You could try if you have enough patience to stick with Santander:

1) Call Santander and request new a passcode/security number to be re-sent. Wait until they have all been sent.
2) When you receive the new passcode/security number, check the date on the letter is AFTER the date you requested it above. This is important if you've called them many times and they have sent you many letters.
3) Sign in with those details on the Santander website.
4) It should prompt you to change your passcode/security number. Input your NEW details carefully and click next just ONE TIME.
5) You will probably get an error saying your NEW details don't match. STOP. Don't input anything else otherwise you will lock your account.
6) Close your browser and open it again.
7) Go to Santander's website and log in again using the NEW details you input in step 4. You should be taken to your account (with some luck).

[Mrs_Ryan]

Yep - this has happened to me, I've just changed my 5-digit (ex-A&L, still using A&L internet banking) PIN and it told me it was incorrect and locked me out

Lucky that this month all payments in/out have been switched to my Barclays a/c

[Newly retired]

I had the same problem when my A & L online finally came up with a Santander screen. I had none of the numbers required so was locked out effectively for about 12 days until the new ones came through the post. Why they hadn't sent them BEFORE migration i do not know. I have to say when I got put through on the phone to A & L complaints they were very helpful.

[beelzebomb]

It gets worse - today after noticing a payment had been rejected, I was informed that Santander have an "intermittent problem" with payments going through ('payments & transfers' tab). I've since tried the same payment 3 times for it to be rejected immediately each time.
There is also a problem with 'quick transfer' not working intermittently as well as I have experienced to my cost.
Quite unbelievably poor really.

[boobbby]

Originally Posted by beelzebomb

It gets worse - today after noticing a payment had been rejected, I was informed that Santander have an "intermittent problem" with payments going through ('payments & transfers' tab). I've since tried the same payment 3 times for it to be rejected immediately each time.
There is also a problem with 'quick transfer' not working intermittently as well as I have experienced to my cost.
Quite unbelievably poor really.

Apart from the quick transfer problem (I had to do mine over the phone) I now cant open an Esaver as it rejects my email address and any other email address i might try

[debbie2020]

I have had an account with the Alliance and Leicester building society for over 20 years, I have used internet banking forever and never had any problems BUT ever since Santander has taken over the online banking has been a nightmare I am continually locked out of my account .....I know I have used the correct login details but I am still locked our. Then the next hurdle is calling the help line .....where they ask you question after question, I know this is for our security safety but one question they ask me is what is my overdraft I don't actually know as I have never used it....you think this would be enough to know that I don;t use it along with the other million questions they ask, but no, answer just one question wrong and I am now locked out on the internet and also now can;t get my balance over the phone. What to do next I must wait until the next day for a call back, and so they can do an experion credit check on me........I JUST WANT TO BE ABLE TO USE MY ACCOUNT ONLINE!!! When I complained to them and said this is rediculous I have been with you for 20 years the operator said to me `no you haven't been with us that long, because you are now with Santander!`. I am so fed up with them I am moving accounts to the Halifax...this will be a pain because of all the direct debits that need to be changed but hopefully in the long run it will save me time as I might be able to use the internet when I need to...,..lets hope they are better.

[boobbby]

Originally Posted by debbie2020

I have had an account with the Alliance and Leicester building society for over 20 years, I have used internet banking forever and never had any problems BUT ever since Santander has taken over the online banking has been a nightmare I am continually locked out of my account .....I know I have used the correct login details but I am still locked our. Then the next hurdle is calling the help line .....where they ask you question after question, I know this is for our security safety but one question they ask me is what is my overdraft I don't actually know as I have never used it....you think this would be enough to know that I don;t use it along with the other million questions they ask, but no, answer just one question wrong and I am now locked out on the internet and also now can;t get my balance over the phone. What to do next I must wait until the next day for a call back, and so they can do an experion credit check on me........I JUST WANT TO BE ABLE TO USE MY ACCOUNT ONLINE!!! When I complained to them and said this is rediculous I have been with you for 20 years the operator said to me `no you haven't been with us that long, because you are now with Santander!`. I am so fed up with them I am moving accounts to the Halifax...this will be a pain because of all the direct debits that need to be changed but hopefully in the long run it will save me time as I might be able to use the internet when I need to...,..lets hope they are better.

Yep their online is problem at the moment although I have never got locked out. The problem starts when the internal transfer did not work and then opening an Esaver both of which I had to do over the phone. I also could not answer the overdraft question as I dont normally use the santander account.. (I think the answer is £200) so they asked me another question. Anyway once they had confirmed my identity all transfers and Esaver account where set up by a very friendly Irish lady. If you transfer to halifax they should also set up all your direct debits and give you £100 plus £5 each month you pay in £1000 into your current account !! good luck!