problems with new santander online credit card service

tomphillips-uk

Having been advised to take out a santander card by Alliance and Leicester I have wasted several hours trying to get online access

1) web site invites you to enter card details to set this up - but card number is not recoginsed

2) phone up and get sent a security number (wait 5 days)

3) try to register but no ID number

4) phone up again and get ID number

5) try to register

6) have to "reset" number as first time logon - but I only get " please enter details correctly" screen, try various options -, is it a 4 digit or 8 digit number - the screen doesn't really tell you if it is 4 or 8 digits as it refers to 4 digit numbers that you should not use, such as 1234, but the number I am sent is 8 digits.

7) try again a couple of times and get a page of code like this:

Se ha producido un error al procesar la petici!n. Contacte con Soporte a usuarios.
javax.servlet.jsp.JspException: Unexpected ERROR: The src file was not read properly or it does not exist. at com.isb.taglibs.mira.InvokePage.include(InvokePage.java:621) at com.isb.taglibs.mira.InvokePage.getXmlMainDocument(InvokePage.java:292) at com.isb.taglibs.mira.InvokePage.doAfterBody(InvokePage.java:119) at com.ibm._jsp._technicalError2._jspx_meth_bhtc_initialize_0(_technicalError2.java:231) at com.ibm._jsp._technicalError2._jspService(_technicalError2.java:179) at com.ibm.ws.jsp.runtime.HttpJspBase.service(HttpJspBase.java:85) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:966) at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:478) at com.ibm.ws.wswebcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:463) at com.ibm.wsspi.webcontainer.servlet.GenericServletWrapper.handleRequest(GenericServletWrapper.java:115) at com.ibm.ws.jsp.webcontainerext.AbstractJSPExtensionServletWrapper.handleRequest(AbstractJSPExtensionServletWrapper.java:168) at com.ibm.ws.webcontainer.webapp.WebAppRequestDispatcher.forward(WebAppRequestDispatcher.java:308) at com.isb.rigel.aeb.container.AebResponseHandler.forwardPage(AebResponseHandler.java:150) at com.isb.rigel.aeb.container.OPResponseHandlerImpl.processResponse(OPResponseHandlerImpl.java:87) at com.isb.rigel.aeb.cmds.CmdSendResponse.innerExecute(CmdSendResponse.java:82) at com.isb.rigel.common.cmds.AbstractComposedCommand.execute(AbstractComposedCommand.java:154) at com.isb.rigel.common.cmds.CommandProcessorImpl.processQueue(CommandProcessorImpl.java:245) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performNormalExecution(OPRequestHandlerImpl.java:254) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performPrincipalThreadProcessing(OPRequestHandlerImpl.java:380) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performSynchronizedExecution(OPRequestHandlerImpl.java:307) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.executeRequest(OPRequestHandlerImpl.java:229) at com.isb.rigel.aeb.container.OperationContainerImpl.processRequest(OperationContainerImpl.java:276) at com.isb.rigel.srvcimpl.opContainer.OperationContainerServiceImpl.executeRequest(OperationContainerServiceImpl.java:73) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.passRequestToContainer(SSOChannelAdapter.java:1399) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.performRequestProcessing(SSOChannelAdapter.java:1311) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.processRequest(SSOChannelAdapter.java:393) at com.isb.rigel.srvcimpl.channelAdapter.servlets.SSOServlet.service(SSOServlet.java:98) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:966) at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:478) at com.ibm.ws.wswebcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:463) at com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:92) at com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:744) at com.ibm.ws.wswebcontainer.WebContainer.handleRequest(WebContainer.java:1433) at com.ibm.ws.webcontainer.channel.WCChannelLink.ready(WCChannelLink.java:93) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleDiscrimination(HttpInboundLink.java:465) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleNewInformation(HttpInboundLink.java:394) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.ready(HttpInboundLink.java:274) at com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.sendToDiscriminators(NewConnectionInitialReadCallback.java:214) at com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.complete(NewConnectionInitialReadCallback.java:113) at com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:152) at com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:213) at com.ibm.io.async.AbstractAsyncFuture.fireCompletionActions(AbstractAsyncFuture.java:195) at com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:136) at com.ibm.io.async.ResultHandler.complete(ResultHandler.java:194) at com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:741) at com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:863) at com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1510)


8) try again and get an error is spanish like this:

Error


Descripci!n: Se ha producido un error en el procesamiento de la petici!n.

Soluci!n: Por favor, inicie de nuevo la sesi!n introduciendo su usuario y contraseña.

Si el problema persiste, puede comunicar la incidencia a trav!s de la aplicaci!n Soluciones a oficinas disponible en el Portal Soluciones

El error es: Procesamiento de una petici!n


9) phone up again, they are sending me a new number again

10) new number received - doesn't work. phone up twice (got cut of first time) get put through to internet tem who refuse to discuss it as I can't quote the exact figure of a recent transaction (the whole reason I am trying to access the system)

11) I ask to cancel the card as I'm fed up with this now (to put it mildly). They forward me through to a line that is engaged

12) I eventually track down a stament and call again - (through security yet again) get transferred to the internet team (go through security again). They tell me that the number I have been sent is not the most recent one - I have been sent another one dated two days later than this one, so I have to wait until that arrives


I have to as my self is it really worth the hassle?

dtaylor84

I've just signed up for online banking with a Santander Zero card...

You should get:
- A card.
- A PIN (Chip & PIN & cash machines) - 4 digit number

Then if you register for online banking (the online form doesn't appear to work, you need to phone up):
- An Internet ID (given over the phone) - 8 digit number.
- A security number (by post) - 8 digit number.
- A 'personal password' (by post) - 8 characters (numbers/letters).

You log in with the 16 digit card number, the 8 digit internet ID and the 8 digit security number.

You then need to change the security number the first time you log in. (For some reason I was forced to change it twice!?).

You need to use the personal password to change your DD details or make balance transfers to your card, you can change it to something more memorable, but aren't forced to.

hansi

tomphillips-uk wrote: »

Having been advised to take out a santander card by Alliance and Leicester I have wasted several hours trying to get online access

1) web site invites you to enter card details to set this up - but card number is not recoginsed

2) phone up and get sent a security number (wait 5 days)

3) try to register but no ID number

4) phone up again and get ID number

5) try to register

6) have to "reset" number as first time logon - but I only get " please enter details correctly" screen, try various options -, is it a 4 digit or 8 digit number - the screen doesn't really tell you if it is 4 or 8 digits as it refers to 4 digit numbers that you should not use, such as 1234, but the number I am sent is 8 digits.

7) try again a couple of times and get a page of code like this:

Se ha producido un error al procesar la petici!n. Contacte con Soporte a usuarios.
javax.servlet.jsp.JspException: Unexpected ERROR: The src file was not read properly or it does not exist. at com.isb.taglibs.mira.InvokePage.include(InvokePage.java:621) at com.isb.taglibs.mira.InvokePage.getXmlMainDocument(InvokePage.java:292) at com.isb.taglibs.mira.InvokePage.doAfterBody(InvokePage.java:119) at com.ibm._jsp._technicalError2._jspx_meth_bhtc_initialize_0(_technicalError2.java:231) at com.ibm._jsp._technicalError2._jspService(_technicalError2.java:179) at com.ibm.ws.jsp.runtime.HttpJspBase.service(HttpJspBase.java:85) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:966) at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:478) at com.ibm.ws.wswebcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:463) at com.ibm.wsspi.webcontainer.servlet.GenericServletWrapper.handleRequest(GenericServletWrapper.java:115) at com.ibm.ws.jsp.webcontainerext.AbstractJSPExtensionServletWrapper.handleRequest(AbstractJSPExtensionServletWrapper.java:168) at com.ibm.ws.webcontainer.webapp.WebAppRequestDispatcher.forward(WebAppRequestDispatcher.java:308) at com.isb.rigel.aeb.container.AebResponseHandler.forwardPage(AebResponseHandler.java:150) at com.isb.rigel.aeb.container.OPResponseHandlerImpl.processResponse(OPResponseHandlerImpl.java:87) at com.isb.rigel.aeb.cmds.CmdSendResponse.innerExecute(CmdSendResponse.java:82) at com.isb.rigel.common.cmds.AbstractComposedCommand.execute(AbstractComposedCommand.java:154) at com.isb.rigel.common.cmds.CommandProcessorImpl.processQueue(CommandProcessorImpl.java:245) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performNormalExecution(OPRequestHandlerImpl.java:254) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performPrincipalThreadProcessing(OPRequestHandlerImpl.java:380) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.performSynchronizedExecution(OPRequestHandlerImpl.java:307) at com.isb.rigel.aeb.container.OPRequestHandlerImpl.executeRequest(OPRequestHandlerImpl.java:229) at com.isb.rigel.aeb.container.OperationContainerImpl.processRequest(OperationContainerImpl.java:276) at com.isb.rigel.srvcimpl.opContainer.OperationContainerServiceImpl.executeRequest(OperationContainerServiceImpl.java:73) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.passRequestToContainer(SSOChannelAdapter.java:1399) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.performRequestProcessing(SSOChannelAdapter.java:1311) at com.isb.rigel.srvcimpl.channelAdapter.SSOChannelAdapter.processRequest(SSOChannelAdapter.java:393) at com.isb.rigel.srvcimpl.channelAdapter.servlets.SSOServlet.service(SSOServlet.java:98) at javax.servlet.http.HttpServlet.service(HttpServlet.java:856) at com.ibm.ws.webcontainer.servlet.ServletWrapper.service(ServletWrapper.java:966) at com.ibm.ws.webcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:478) at com.ibm.ws.wswebcontainer.servlet.ServletWrapper.handleRequest(ServletWrapper.java:463) at com.ibm.ws.webcontainer.servlet.CacheServletWrapper.handleRequest(CacheServletWrapper.java:92) at com.ibm.ws.webcontainer.WebContainer.handleRequest(WebContainer.java:744) at com.ibm.ws.wswebcontainer.WebContainer.handleRequest(WebContainer.java:1433) at com.ibm.ws.webcontainer.channel.WCChannelLink.ready(WCChannelLink.java:93) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleDiscrimination(HttpInboundLink.java:465) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.handleNewInformation(HttpInboundLink.java:394) at com.ibm.ws.http.channel.inbound.impl.HttpInboundLink.ready(HttpInboundLink.java:274) at com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.sendToDiscriminators(NewConnectionInitialReadCallback.java:214) at com.ibm.ws.tcp.channel.impl.NewConnectionInitialReadCallback.complete(NewConnectionInitialReadCallback.java:113) at com.ibm.ws.tcp.channel.impl.AioReadCompletionListener.futureCompleted(AioReadCompletionListener.java:152) at com.ibm.io.async.AbstractAsyncFuture.invokeCallback(AbstractAsyncFuture.java:213) at com.ibm.io.async.AbstractAsyncFuture.fireCompletionActions(AbstractAsyncFuture.java:195) at com.ibm.io.async.AsyncFuture.completed(AsyncFuture.java:136) at com.ibm.io.async.ResultHandler.complete(ResultHandler.java:194) at com.ibm.io.async.ResultHandler.runEventProcessingLoop(ResultHandler.java:741) at com.ibm.io.async.ResultHandler$2.run(ResultHandler.java:863) at com.ibm.ws.util.ThreadPool$Worker.run(ThreadPool.java:1510)


8) try again and get an error is spanish like this:

Error


Descripci!n: Se ha producido un error en el procesamiento de la petici!n.

Soluci!n: Por favor, inicie de nuevo la sesi!n introduciendo su usuario y contraseña.

Si el problema persiste, puede comunicar la incidencia a trav!s de la aplicaci!n Soluciones a oficinas disponible en el Portal Soluciones

El error es: Procesamiento de una petici!n


9) phone up again, they are sending me a new number again

10) new number received - doesn't work. phone up twice (got cut of first time) get put through to internet tem who refuse to discuss it as I can't quote the exact figure of a recent transaction (the whole reason I am trying to access the system)

11) I ask to cancel the card as I'm fed up with this now (to put it mildly). They forward me through to a line that is engaged

12) I eventually track down a stament and call again - (through security yet again) get transferred to the internet team (go through security again). They tell me that the number I have been sent is not the most recent one - I have been sent another one dated two days later than this one, so I have to wait until that arrives


I have to as my self is it really worth the hassle?

Welcome to the wacky world of Santander. Wouldn't touch them with a barge pole:mad::eek:

choc_mouse

:mad: I too just signed up to the new Santander Zero credit card and am finding their online banking system incredibly frustrating.

I couldn't register for the service online because there was something wrong with the 16 digit credit card number I tried to input. It looked completely correct to me but anyway, had to call their (not so English sounding) support line to register.

After registering I got given an internet ID (8 digit number). Waited about a week for an 8 digit security number to be sent in the post. When I tried to use this, I got an error message in Spanish:

Descripci!n: Se ha producido un error en el procesamiento de la petici!n.

Soluci!n: Por favor, inicie de nuevo la sesi!n introduciendo su usuario y contraseña.

Si el problema persiste, puede comunicar la incidencia a trav!s de la aplicaci!n Soluciones a oficinas disponible en el Portal Soluciones

I rang up the support line again and was told I had input the number wrong too many times - fair enough, so wait another week for a new number to be sent.

This time it works!! So I get forced to change my security number on first login. Now I also change my Customer ID to something more memorable. So far so good. Now I try to change my personal password for security - but it doesn't work and just gives me an error message in Spanish. Oh well, maybe I input that "wrong" too many times too ... (I've never input so many wrong passwords in my life. Have I really become so dumb after signing up with Santander?) I'll ring them up for a new one.

So I think, let's test my new customer ID and security number by logging out and back in again. It doesn't accept it - I'm 99.9% sure I've input the correct details. I try again. No luck. Try again using the old details - I get an error message in Spanish. !!!!!! :mad::mad::mad: is how I feel at the moment.

Really disappointed with how they have merged their systems. I work with banks that have done mergers and this is by far the worst example I have seen of how they've managed their systems. The information provided is also terrible (similar complaint to one of the previous posters).When you are prompted to change your numbers it doesn't tell you what you can use. Then once logged in the help says the security number must be 5 digits but on the screen itself it says it must be 8 digits.

Just to add more problems, it's not just their internet service, it's also their call centers. When I rang up last night (0845 602 0350), they gave me a number for technical support (0845 600 4388) rather than putting me through directly. I had to dial this 3 times. Each time they have about 90 seconds worth of useless information before you get given options.

The first time I chose the wrong option and wasn't given the option to go back. So had to hang up and try again. The second time I chose all the right options but it seems my call was forwarded more than 3 times as I got put through to the same intro message 3 times and then when I was on a queue the line just went daed - they cut me off! The 3rd time I finially got through.

Not particularly easy. I've had lots of business with many banks and none of them have ever been so troublesome. I'm strongly thinking of cancelling my card if my next try doesn't work...the only thing that's stopped me from doing that right now is because they do offer zero fees on everything which makes for a very good card for travelling - which I do a lot of.

Rant over.

ericcartman

bizarre - I'm having exactly the same trouble as the original poster. None of the details I've been sent work: I either get told to re-enter them, or I get an error screen shouting at me in Spanish.

I've found through trial and error that the security details do seem to log me in to Abbey National's online banking (via abbey.com) - but when I made it in there (hoping it'd allow me access to my Santander card) I got a message saying 'sorry, online banking is not available. Please try later'.

I've literally never encountered anything like this before with online banking... At least it's secure, I suppose, if not even card holders can log in... :mad:

AbbeyDhabi

ericcartman wrote: »

At least it's secure, I suppose, if not even card holders can log in... :mad:

Always look on the bright side of life!

Welcome to the wacky world of Santander.

BOGOF_Queen

I have recently got a Santander card - when I sent off the paperwork, I wrote a covering letter stating that I didn't want my credit limit to above a certain amount. Then when the card arrived, the credit limit was over twice the amount that I had asked for. I then phoned them and requested that the limit be reduced, the woman eventually (after a bit of persuasion) said that it would have to be referred to the underwriters! I told her that I wanted the limit was to be reduced not increased! She then said that I would receive something in the post confirming the lower limit. Three weeks later, I am still waiting..............

choc_mouse

Got my new security number today. 3rd time lucky perhaps...Tried to login and it failed again. Same error in Spanish. Rang them up. This time they realised I was repeatedly being refused entry. They asked me to try and login whilst I was still on the phone and they managed to log some error which they have raised with the real techies. She said there might be something wrong with the batch of security numbers being sent to me...I'm waiting for their call on Monday to see what happens next!

Trusted_Friend

Good luck.

Crazy and horrible online system.
But great Zero card for use overseas.

choc_mouse

Monday (7th Dec) came and passed with no return call (see my previous post). So I rang up on the weekend and they said they would ask someone to call me the next Monday (14th Dec) with further information because the real technical people don't work on the weekends (despite the technical support line claiming to operate during the weekends). That Monday came and passed too.

So called them during working hours today so they had no excuse not to talk to me and now they informed me that there is a known issue about the security numbers being issued and it has been "escalated". I could have told them that. I asked them for a time scale and all the lady could say was that it had been escalated.

Just wonder why they can't just update the website and admit there is a problem. At the moment it still reads:

We've made improvements to our credit card internet servicing, including easier navigation. Try out the new links in the left hand menu.

AMHH

Santander has taken over a GE credit card and also our Alliance & Leicester debit cards. Very annoying. Over the course of last week, we have had to call them three times to unblock the cards which were stopped because of "an unusual pattern of expenditure" - buying presents for Christmas. What makes this very annoying is that we were not notified that the cards (4 of them in total) had been blocked on any occasion. Therefore, transactions that we had thought were complete were, in fact, cancelled (no online shopping then), we couldn't withdraw cash and also the telephone numbers on the back of the cards don't work.

When we called them, Santander explained that they have stopped the cards for our benefit. Some chance! However, the transactions were not particularly high risk, they were with retailers that we have bought things from before and, actually, were not that numerous. We complained because, its one thing to stop the cards - everyone knows how annoying and time-consuming it is to have to deal with fraudulent transactions and to recover money that has been withdrawn from the bank. However, it is also very annoying not to be told that your bank is withholding access to your money for its own benefit to protect itself from fraud.

On one occasion, Santander told me that they had called me to notify me that they had stopped a card - but I did not receive a call or a message. The second and third time they told me that the standard means of notification is a letter sent by first class post, dispatched several days after the card had been stopped. Given that these accounts were set up over the internet, it is bizarre that the postal system should be regarded as an appropriate method of communication!

Whilst unblocking the card this evening after being stranded for the second time this week without being able to get money from a cashpoint, we expressed concern that we should not be locked out of our account because of a forthcoming business trip. Santander thanked us for telling them that one of the cards was going to be used overseas and told us that they would give us permission to use the card abroad for the next 21 days! We were incredulous about this: we have always used our credit/debit cards when travelling abroad in the past. However, they told us that they have just introduced a new policy in which we have to seek permission in advance to use our credit/debit cards in a foreign country and you have to tell them where you are going.

The upshot is that it is necessary to have Santander on speed dial in order to get their permission to spend money in your bank account or to check that a particular transaction is not too "far out" for their systems. This means that you have to call them and wait on the line to get through to an advisor which is not exactly quick. You also pay for the cost of the call. Apart from the massive inconvenience this causes, I think this is a gross invasion of privacy. If your account is in credit, why should you have to tell your bank how you plan to spend your money? :mad::mad::mad: