problems with new santander online credit card service

choc_mouse

Hi AMHH, thanks for the heads up. I'm off to the far-east next week and plan to use my new Santander card as my main spending card (due to the zero fees). If Santander do block my card for a genuine transaction, then I'll be writing back on this forum telling everyone that I have closed my account with them. I'm having enough problems already trying to access my account online but they will be crossing the line of being completely useless (and OTT on security) if I find my card is blocked.

Having said that, card blocking is becoming a common occurance these days due to increased fraud. I've had the experience of my cards being blocked by Lloyds TSB, Natwest, Nationwide and the Post Office in the last couple of years... When I had to call Nationwide to unblock my card they said they'd made a note that I am in a particular country until a certain date. So it could be standard industry practice now as I do trust Nationwide to be customer friendly. They didn't go as far as saying I needed their permission though - which would be one barrier too much for me.

Though for Santander, I don't expect them to be able to deduce any pattern in my expenditure considering I've only just opened my account. So no excuses for them as they have yet to gain my trust.

Interesting you should mention the cost of calls. On one occasion, I had to call the Nationwide using my international roaming to unblock my debit card (as I needed money to top-up my local prepaid phone!!) which cost me over £1/minute. On another occasion where I had to call the Post Office, they got minus points from me because their card services weren't 24/7 and I had to call back at a time convenient for them.

In the end the fraudsters get less of our money, the banks keep hold of theirs and it leaves us consumers having to pick up those odd costs here and there (which eventually find themselves back to the banks at the end of the month when those bills come).

Sophie11

I've always been a prompt payer of my credit card bill. I'm also quite green (in the environmental sense) so I decided to go for paperless billing with Alliance and Leicester earlier this year.
A&L operated a policy of sending a polite email when the latest statment becomes available - a bit like the paper statement dropping onto your door mat acts as a physical reminder to pay the bill.
Be warned: MBNA do NOT operate the same system. I've just incurred my first late payment fee. The responsibility now lies with the customer to check their online statement in the middle of each month. It's almost as if they want us to miss a payment....

choc_mouse

I've finally managed to login to the Santander Online Credit Card service !! With no help from Santander. They never returned my calls despite saying they would or at least leave a message.

The problem is this:
1) New security code arrives
2) Go to login page and input 16 digit card number + Internet ID + the security number from [1]
3) On successful entry, you are told that the security code is one time use only and you must change it. There is a help link on changing your security code but when you click it, it doesn't show any help. So here, you are presented with 3 boxes in which you must input your current security code e.g. from [1] and input your new security code twice. Then click next to proceed.
4) After clicking next the same page loads again. No error message to say what I had done wrong (assuming I had done something wrong), so I re-input the same security code from [1] and input my new security code again. Click next.
5) This time an error message saying I have input something wrong and to try again...

On all the occassions I had a new security number (this is the 4th one now) I got as far as step 5. Of course, on those previous attempts I kept trying again until the system locked me out and very unhelpfully displayed an error message in Spanish even though I'm a UK customer.

On this occassion however when I got to step 5, I thought that maybe my security code was changed successfully but Santander have just amateurishly neglected to inform me my security code had changed and forgot to forward me onto my account details.

Workaround: So instead of retrying, I stopped doing anything else on that page which asks you to change the security code and clicked back on my favourites to Abbey's home page and then the link to online credit card. After that I was immediately into my account!! I didn't even need to log in because it had already logged in without me knowing. This means the previous session did not close securely despite me having left the main online banking website!!! Now with other online banking systems - if I accidently click to a wrong page (e.g. to BBC news on my favourites bar) and try to go back to online banking, it says I have to login again. OK, I haven't tested this with all my banks but that seems to be quite logical and secure.

I'm using Firefox 3.5.6 which one technical support operator told me "should be OK" - so Santander have designed and RELEASED a really buggy and user-UNfriendly system. They could simply block Firefox (if the problem is with browser compatibility) like the Post Office does.

I'm a software engineer and coincidently work with banking systems (not Santander) and there's so much that is wrong and so much that should be changed. I'll stop highlighting Santander's faults except that I'd like to see them remove the requirement to input your FULL CREDIT CARD number each time you login to the system.

I would like to tell Santander about this if they made it easy for me to do so but I dread calling their technical support line anymore. Perhaps I'll write a letter of complaint if I'm bored over Christmas. My only hope is that all these problems are being caused temporarily because of the Santander rebranding and take over of the British banks and that all will be fine in the new year. :rudolf:

Hopefully that's case closed for me on this issue. Having said that, there's still the matter of the "Personal Password" that needs changing :lipsrseal

choc_mouse

Just read the original posts again to clear my mind that it was not just me who had these problems...

tomphillips-uk 21-11-2009, 3:49 PM

7) try again a couple of times and get a page of code like this: <long error message>

dtaylor84 21-11-2009, 4:22 PM

(For some reason I was forced to change it twice!?)

ericcartman 05-12-2009, 3:11 PM

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.

ericcartman

ericcartman wrote: »

bizarre - I'm having exactly the same trouble as the original poster. ....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:

Just thought I'd add a quick update to how I'm getting on... Last post was on 5 December, and as of today, 17 January, I still have no access to my Santander card online. Every time I phone I get a different answer, ranging from 'there's a known issue - we will send you new security details' (no new details arrived) to 'are you sure? Have you tried logging on?'.

The latest development is that I'm now not getting paper statements through the post either.

It's almost as if I don't exist on their system any more... It's fantastically chaotic. Never experienced anything like it with a bank. Wonder if they will have forgotten about the balance on the credit card too? Here's hoping...

trickyhicky

Hi,

I had a similar problem to the rest of you, but I now have to give them due I have now got into the system, albeit with their help.

A short while after recieving my cards I was sent my security numbers and to cut a long story short I got locked out four times.

I then had the issue of thier colleages in a distant far off land giving me the run around, one of them then in advertantly put me through to a UK colleage who took a compalint from me.

Well today three weeks from my original comaplaint the bod talked me through the initial log on procedure, after saying that the system was a bit too sensitive.

At the end of the procedure asked me how much I thought it had cost me in phone calls. This I have to say caught me on the hop and being the honest type I said "I don't know." He replied "Well how would you feel if I credit your account with £25 for all the agro?" I said "Which arm do I tear off for that then?" Laughter both sides and job done.

In a nut shell it would appear that my Google tool bar was blocking the system and by switching that off and taking it very carefully with the entering of my numbers the Job as they say was Jobbed. Despite all the agro I am one very happy bunny and greatful to Stephen the bod for his honesty and helpfull manner.

Tricky

rrm

I'm having exactly the same problem.

They are absolutely useless - They can't even tell the difference between a link bar and a toolbar !!!! After sending them screen dumps of the problem, they declared that I had the google toolbar installed, "It's in the centre of your screen" DOH, it was a link to Google UK on my links bar, unfortunately I wasn't at my computer when the CS person phoned me back.

I'm now on my forth password reset and they have referred me to technical, saying they would investigate and send me a new security code after checking my account, emails have gone back and forth and no security code and no resolution.

Never had such a bad experience getting online.

RRM

choc_mouse

rrm wrote: »

Never had such a bad experience getting online.

RRM

Welcome to the club

The call center staff know there's a problem and that their systems are overly sensitive - it's been going on for ages. They try their best to help so don't have a go at them if you feel the need to. It's Santander's higher management that are stalling probably because they don't want to change anything in the fear that it will make it worse!!

I work with banks and they avoid software change whenever possible.

Lizzievee

:mad: Me too and I tried and tried again. Just closed my account - they are rubbish

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?

ger_ryan22

This is ridiculous. Story is, received new card, got Internet ID over the phone, security no. through the door 10 days later (literally). Tried it. 99.9% sure I put right numbers in, failed, call us. Rang, weird woman over explaining everything had me on the phone for 27mins, she's sending out a new number, server issues, received new number yesterday, tried it, failed like before, then ANOTHER number through the door today! ??????? Tried that one and it's giving me the same error. I actually don't think you can manage your Santander Card online!

SORT IT OUT SPANISH!!!!!!! :mad::mad::mad: