A & L migration to Santander

AnonymousForObviousReason

A further reminder to all those having problems with Santander ... Move, you'll feel so much better.

Wasteofspace

kikboy wrote: »

The woman refused to do this stating that my wife was being promted by me and that her account had been compromised as a result. My wife then asked for an address to write into. She refused to give this either and told her the she was terminating the call as the account had now been compromised. UUUMM am I in a different space-time continuam? Is this the UK? Am I awake? At no point were either of us rude, unreasonable or aggresive.

Not that I mean to defend bad customer service, which I can't argue is what most Santander staff offer. This is a pretty standard reason to terminate a call.

As it is not possible to visually identify someone over the phone banks are very cautious about discussing accounts over the phone. If the advisor suspected your wife was being prompted then she did the right thing by refusing to discuss the account further.

Where I feel she did you wrong was refusing to give you the address to write to, there was no reason to keep this from you.

Pari5ian

Oh dear, in the last week I've lost access to my online account and was also told I had to re-register. I thought this was a lie but on reading Kikboy's post I see Santander weren't joking.

From trying to retrieve a 'lost' second account online since September they've got rid of my current account :mad::mad:

The frustrating thing is each rep I spoke to always said something different and assured me that my 'lost' account would be sorted within day.

nickik1970

I have just about had enough myself of A&L since the take over. Just hada debate with a team member about receiving a charge for spending money I had in my account. Have you heard anything so ridiculous. I have a debit card. On the 11th november I took money out of the account, and did a bot of shopping using my card. I had a balance of 62 left over, so each time I used my card in a shop, correct me if I am wrong, the balance stays the same, but the AVAILABLE balance reduces, as the money you spend in the shop is then pending on the account. At the end of the day, I checked my balance, £4 odd in credit available to spend! I had an overdraft fee coming out on the 12th, which i did not worry about, as I was receiving another payment into the bank tht day to cover it. The payment did not go in, so therefore the fee took my account into the red, which is fair enough. According to the bank today, a payment I made to M&S using my card did not go through on the day, so the fee was covered instead, and the M& payment then came out on the 13th, which they say was what caused my account to go into the red. I tried to argue the case that it should be impossible for that to happen as it would have been pending on the day I used the card, but they having none of it. Told me they wouldn't help, and go to M&S for the £25 charge refund as it was their fault!!!!!!!!!!!!!

nickik1970

I was also told Santander won't decline a card payment even if it takes you overdrawn, and it was the same with A&L. Well I beg to differ as my card was always declined by A&L if there was not enough money in the account to cover something. The fella said I was wrong, so obviousely he must live here and know everything that happens.

Newly_retired

My A & L online screen migrated to Santander yesterday and although I tried every combination of numbers I could not get into my account.

I gather this has happend to lots of people. I have rung and told my new info will be sent within 10 days.

I have never received any new passcodes or registration numbers. All the info I had previously received told me I would not have to change anything.

Now I cannot view my account online and I feel so frustrated as I always check my balances every day especially at end/beginning of month when most of my money comes in and DDs go out.

CamCurls

I used my usual bookmark to get into the A&L online banking log-in screen but it took me to a Santander screen asking for a 16 digit number as well as the ID and Passcode. Enquired to A&L on the phone (from a branch) and they said to type in the A&L url. Used Google to find the A&L site and all is well. Worth a try before you spend hours on the phone?

Pari5ian

kikboy wrote: »

After 2-3 months of trying to regain access to online banking my wife got fed up and phoned to complain. Now she is not a confrontational person by nature so I sat with her to support her. Anway the woman from A+L told her to register again for i-net banking. So I asked my wife to allow me permission to speak on her behalf. But the woman refused speak to me at all. So I handed the phone to my wife and advised her to ask for a supervisor to register a complaint. The woman refused to do this stating that my wife was being promted by me and that her account had been compromised as a result. My wife then asked for an address to write into. She refused to give this either and told her the she was terminating the call as the account had now been compromised. UUUMM am I in a different space-time continuam? Is this the UK? Am I awake? At no point were either of us rude, unreasonable or aggresive.

How can they get away with it? I have sent a letter of complaint and asked for a transcript of the call under FOI ( I will publish if I get it).

Hi,

Following my experience, which was slightly similar to your wife's, I sent an email of complaint on Sunday protesting at having to re-register for internet banking. I concluded my email by saying I was switching banks.

I had no reply, but on logging into my account now to see if they've contacted me that way both my accounts have since re-appeared!!!

I hope you and your wife get a quick and satisfying resolution

GustyGardenGalaxy

CamCurls wrote: »

I used my usual bookmark to get into the A&L online banking log-in screen but it took me to a Santander screen asking for a 16 digit number as well as the ID and Passcode. Enquired to A&L on the phone (from a branch) and they said to type in the A&L url. Used Google to find the A&L site and all is well. Worth a try before you spend hours on the phone?

I'm rather intrigued by this - my mother banks with A&L (sorry, Santander) and always logs in via the 'old' A&L site without any problems.

Howevever, I'm now curious how long this old site will be active - if she navigates to the Santander site it requires the info as mentioned above, ie:

Personal ID or Card Number

Your personal ID is a 5-26 character word or name.

Passcode

Your passcode is an 8-16 character word or name.

Registration Number

Your registration number is a 5 digit number.

On the A&L site she says that you are asked for an 8-digit customer ID, then a password - I'm guessing that NEITHER of those can be used on the Santander site?

So is it worth calling Santander to request the above information so that she can login at the main Santander site? She (and I!) are wary of doing this just in case it prevents her from accessing her account details during the period that it takes Santander to send her this new info.

Or can this information be obtained via the A&L site, or some other online means (ie more reliable (and cheaper!) than calling them)?

Or is it a case of leaving it until necessary, ie a case of "If it ain't broke, don't fix it"?

Oh yes, and her existing card that she uses for withdrawing cash from her current account is an Allienace and Leicester card, not due to expire until April 2011.

Edit: In addition to the above, shouldn't my mother have been automatically sent the required new login info so that she could login to her account via the Santander site (as opposed to using her existing login info on the old A&L site?).

andy.m_2

I still use the A&L URL to great effect.

I was delighted with A&L, hated Abbey with a passion (in fact moved from Abbey to A&L) however they have yet to let me down.
I guess because I have a small overdraft, pay all my bills by DD and have a small outstanding personal loan then I am a harmless enough customer to them and they tend to leave me alone.