Internet banking broken - A&L/Santander migration

Cheesedoodles

This topic is a spin-off from the “A & L Migration to Santander” topic. There are a number of issues with the migration it seems, from savings accounts going missing, wrong tax being applied, no access to online banking etc..

I just wanted to split off the topic a bit. Myself I’ve not had access to online banking for 3 days now. There are others which haven’t had access for 3 weeks! And every time we phone A&L (Or now Santander) all they say is that “it will up soon, keep checking”. Obviously something has gone really wrong with the migration of the accounts in terms of online access.

Is there anyone out there in the Moneysavingexpert world who has ‘contacts’ in A&L/Santander and can shed some light on the issues? I’ve applied for and got approved for a co-operative account so will moving over there soon, but still would like to know when I can expect to regain control of my account!!

lyndsey80

I haven't checked but I haven't had a problem accessing my accounts online with A&L. Am using their regular website address.

Cheesedoodles

This is the screen I have been greeted with lately...

JamJar

I've had the same problem with my Santander Zero Credit Card online access.

This is separate from my A&L current/savings online access though which seems to be ok (reaches for wood to touch).

My credit card account has now been offline for over 2 weeks and I've just called again for an update - they have no estimate for when it will be resolved.



JJ

Cheesedoodles

Well....I was told if I cannot use online banking but I can access the telephone banking! So let's give that a try shall we?

Guess what? It doesn't work either!

Automatic message saying "sorry, we cannot access your account". It transferred me to Customer Services department. To be fair to the lady on the phone, she was very nice and I explained that I wasn't angry with her. She then told me, in a nutshell, that the migration to Santander for some customers has basically been screwed up!! There is no timeline on getting it fixed either! She logged yet another "fault form"....

I 'kindly' ended the conversation with "I is not your fault, but A&L/Santander has just lost a customer....."

I hope my direct debits are ok!!! I am getting a coop account soon but I still have a Barclays account for household bills etc. I think I'll write myself a cheque and transfer the lot over to that account. I get paid on Friday and I don't want those bunch of bandits messing up my money!

preable

Same problems for me

Consumerist

I suspect Santander will be picking up the pieces from this shambles for a long time. One can only guess how many customers it will lose as a result. But I don't think they even care !

One thing is almost certain - they will be as difficult as they can if you want to close any accounts. I've heard, in threads on this site, that that they are sending customers to branches to close online accounts.

I think Santander will be a good bank to avoid for the forseeable future. Think I got out just in time. (DDs now being transferred)

kerri_gt

How odd. I have an A&L current account and use my internet banking regually (almost daily) My account was migrated over the weekend, had one day without it but it was up and running fine on Monday. Sorry this doesn't help you guys out there that are having longer term problems but I don't get why some accounts migrate ok and some don't. As a side note, the Santander credit card online banking (yes, for some system reason this is separate) doesn't have a function to make one off adhoc payments, only set up direct debits (so you have to set up a bill payment from your current account instead) - how rubbish is that? (incidentally got told by CS 'its something we're working on'

Hope you all get your accounts up and running again soon

silverbullit

I've had an A&L current account for two years now and I haven't had any problems with managing my account online. In the last few days, I received an electronic confirmation that my account had been successfully migrated to the Santander system. Since then I have had no problems logging into my account.

However, about three weeks ago I took out a Santander credit card (to take advantage of their 0% balance transfer offer with no BT fee) and having initially successfully registered for online management of my account, I've had nothing but problems! For about two weeks now whenever I try to log in, I get the error message 'Sorry your request cannot be completed'. So i reported the problem to Santander on 19.7.10 to be told that many customers are experiencing this problem and he would send my issue to the IT department who would get back to me within 24 hrs to let me know whether or not the problem has been resolved.

Earlier today, I tried to log in again....again got the same error message. I called them up again today only to be told that the problem has still to be resolved and that he could give me no indication as to when it would be sorted. I told him that I will not bear any liability if my minimum payment is not taken since I had set up a direct debit when I first registered online. He replied that when I receive my bill I should go to a local branch and make my min payment.

So it looks like there's no immediate prospect of this problem being resolved with the consequent frustration for customers. The guy told me that the problem has arisen only in the last few weeks but, having done some Google searches, I see that customers have been reporting problems with the A&L/Abbey/Santander online account-management system for months!

I REALLY loathe banks!

kerri_gt

I had the same error message when I took out a Santander Zero card with trying to login. That was back in April.

I did find that using Firefox instead of Explorer seemed to be more reliable - that said, once I got things up and running, Explorer now seems to work ok...most of the time, I did get the error message last week when transferring a balance but when I tried again it was ok. Grrrr! :mad: Smacks of a system that has been rush-released before proper testing.

tintoys

I've been without online banking now for three weeks and today when I logged in the figures on the summary were all wrong - panic , but managed to look individually and the money was there. However even if I could do transactions, I'd be worried about moving money about as there are so many problems daily -plus interest is being lost as I would normally put money in the deposit account.