Internet banking broken - A&L/Santander migration

lewislad81

I've had similar problems due to the A&L/Santander merger.

I raised the problem regarding A&L customers with a Santander Zero credit card being unable to use online banking over 3 weeks ago. Yesterday I phoned for an update and spoke to an extremely helpful and honest Irish guy at Santander e-Commerce who said they were aware of the issue but they really had no solution or timescale for fixing the problem.

I also had an issue using my Santander Zero credit online yesterday as 3D Secure with Mastercard SecureCode has been introduced. The Mastercard SecureCode page would not recognise my details when I enrolled. When I phoned Santander for a third time to query this, the system would not recognise my details either and I was told I'd need to go into my local branch.

I did this today and the manager apologised and revealed that A&L customers' direct debits for Santander Zero credit cards had not been processed and this was part of the issue with my card. As the fault was with them, she told me that the late payment fee had been refunded to my credit card account but there would be no letter explaining why this had happened in the first place. This is truly shocking treatment as when I came home I found a late payment fee on my statement for this month, but will clearly have to wait until next month's statement to see the refund on my account. What about the customers who do not happen to go into their branch?

I was then given an incorrect phone number in the branch for 3D secure and, this afternoon, spoke to someone who was able to lift the block on my online purchases, but only by using my A&L debit card details.

The migration seems to have been botched for several A&L customers. I've also had issues with organisations unable to identify my new Santander sort code, due to IT systems not being updated before A&L accounts have moved over.

Really disappointed that these problems have occurred, and that most people I've spoken to with Santander have added to my issues.

popcorn868

I have been without internet banking services now for three weeks. Whilst I appreciate there may well be problems with a migration of such magnitude I cannot accept the appauling lack of information offered to "customers" who wait an eternity, and pay by the minute as they do, to talk to customer services representatives who know nothing.
It does not take long talking to them to realise that senior management have offered little advice or information to assist them in their task.
I am ready to move to a bank that value their existing customers, instead of being more interested in making attractive offers to potential new customers!!! If that is such a bank exists.

sezla

Santander employee here!

A&L customers at the moment should still be using their A&L online banking. For those that it's not working for, sorry!

At the moment the migration is obviously causing problems, the main problem being (in my opinion) lack of communication with customers.

If you call Santander, we will either be able to access your accounts for you, or if not yet migrated, we can transfer you (ask to be warm-transferred) to a team dealing with non-mig accounts.

Unfortunately, there are issues, it was the same with Abbey when we were migrated then, but problems were sorted ASAP and I haven't personally had any customers with problems after a few weeks of that migration.

With regards to Santander CC/Online access. There has been a technical issue regarding linking cards to online access, this unfortunatley is being resolved, cases need to be logged individually, but most customer's have been resolved in a week.

Cheesedoodles

At the moment the migration is obviously causing problems, the main problem being (in my opinion) lack of communication with customers.

Nail...Hit...Hammer....But not necesarily in that order.

I am an A&L customer and my accounts have been transferred. I went into a Santander Branch today and they were able to access my account and print a statement (and my standing orders and DD has gone out).

But I still have no access to my account online or by telephone. If someone told me "its going to take 2 weeks" then that's fine, at least the expectations have been set. What infuriates me is the "Check again tomorrow...or it will be fixed asap....or I'll log it as a fault".....

ERICS_MUM

They should have studied and learned from the migration of Nat West accounts to the RBS systems platforms in 2002. The accounts are still labelled Nat West but they all run on the RBS computer systems. As far as I know there were few hiccups and they were quickly sorted.


Linda

blued

My A&L account is fine however when I log in to my (previously) Abbey credit card account I am greeted with this:


I'll give them a month to fix it and then I'll be looking for the next best card for spending abroad because I'm away in October and will need to see how much I'm spending.

When I call the online banking I get a balance which is out of date and no transaction list. To have this happen after a migration is utterly disgraceful and if I was running the technical team responsible they'd be looking for new jobs.

blued

sezla wrote: »

Unfortunately, there are issues, it was the same with Abbey when we were migrated then, but problems were sorted ASAP and I haven't personally had any customers with problems after a few weeks of that migration.

My account problems are proof that

a) they were not sorted ASAP and
b) they still arent sorted

If I were you I'd be really !!!!ed off at the people responsible for the migration because it will be you getting the calls from customers due to their mistakes. While mistakes can and do happen to either not sort them out quickly or have some sort of contingency plan in place is the work of complete amatuers. On the plus side maybe they will accidentally clear my balance.

simonjester

I've now been without Internet Banking and Debit card for 5 weeks. Same story when I ring BUT i really rely on the internet cos I live in Greece so I can't open an new account till I come to England. Promised it would be sorted by the middle of last week.

blued

I'm finally able to manage my account online again.

JamJar

Now 4+ weeks with no online access to my credit-card account. This is shocking and the complete lack of communication from Santander is disgraceful, no post/email or phone call ... luckily for me my A&L accounts migrated ok.

It's as if they've retreated into their shell and hope it will go away!! "Oh please Mr/Mrs Customer ... don't call for an update, please don't" :embarasse

JJ