Cahoot System Down

jonesy1054

Hi, first post - I have been unable to use my Cahoot debit card for almost two weeks now - the ATM said I had put in the wrong number 3 times (which I know I had not). When I phoned them they said to try it in another machine, which I did, and it still did not work. Cahoot then said they had systems problems arising from an upgrade. They are slow to repond to emails - the last one I had yesterday offered to make a CHAPS payment to another bank account free of charge, since they don't know when this will be sorted. Only problem is, I only have Cahoot accounts (silly me, I will be rectifying this!). I am having to take out cash on my credit card, but obviously not happy about that. Is anyone else having the same problem? Thanks

AnonymousForObviousReason

You're taking money out on your credit card? :shocked:

Make sure you keep track of all your charges and pay off as soon as you get your account back, then get Cahoot to reimburse you the money. Do you not have a trusted friend/family you could send some living expense money to in the mean time?

- sorry for being a bit of a captain obvious

jonesy1054

Thanks, I will be charging Cahoot for my credit card charges - I'm really, really angry!:mad: They are giving the impression that I'm not the only one - but I'd like to see if that's true!

dwoodroffe

You are not the only one. The migration to Santander systems has been an absolute disaster.

Firstly the systems were down for an extended period of time over weekend 4 / 5th not returning until afternoon of 6th September.

Despite setting up a standing order for a large amount to go out on the 27th it went out the day I set it up (morning of the 9th). Thankfully I checked my account that afternoon and they were able to make a BACS return and extend an overdraft temporarily. This was a known bug in the system according to customer services.

Then, my account was locked out online Monday 19th. I still do not have access to my account, they phone up every 2 days with a new password that fails, I then have to ring back and let them know, they ponder for a couple of days... repeat. Shambolic.

I am in the process of shifting all my banking to HSBC now, Cahoot were a fine bank and constantly came high in satisfication surveys. They are being destroyed these days, symptomatic of being part of Santander unfortunately.

hillyfield

I too am having problems. I haven't had access to my account since 7th Sept. I am furious and phone every day for an update. I have no idea what my account is doing or whether my direct debits etc are being paid (Cahoot says they are but they can't access my account either so not sure how they know that)Initially they did the new password thing as previous poster mentions all of which have failed, then the "back team" were involved, then the "technical team" and today I was told the matter had been passed to the "Major Incident Team". I am at my wits end. I wonder how many customers are in the same boat

jonesy1054

hillyfield wrote: »

I too am having problems. I haven't had access to my account since 7th Sept. I am furious and phone every day for an update. I have no idea what my account is doing or whether my direct debits etc are being paid (Cahoot says they are but they can't access my account either so not sure how they know that)Initially they did the new password thing as previous poster mentions all of which have failed, then the "back team" were involved, then the "technical team" and today I was told the matter had been passed to the "Major Incident Team". I am at my wits end. I wonder how many customers are in the same boat

Hillyfield, do you mean online access? Is your card working? Last night got home to find a letter saying my car insurance was being cancelled because they had not been able to take payment (card transaction, not DD) ... phoned Cahoot (again) and they say they are hoping to have a resolution today ... fingers crossed

hillyfield

jonesy1054 wrote: »

Hillyfield, do you mean online access? Is your card working? Last night got home to find a letter saying my car insurance was being cancelled because they had not been able to take payment (card transaction, not DD) ... phoned Cahoot (again) and they say they are hoping to have a resolution today ... fingers crossed

Hi, yes, cannot log in at all. Also my card got declined on 9th Sept but at last that now seems to work. They keep telling me that all my DD's are being paid but I know they lost some altogether when I checked after their system update 4/5 Sept so I'm really worried. I speak to the same (very pleasant)guy every day about it but I'm sure he's been issued with a set-piece fob-off speech. Hope they're right about a resolution today- my fingers and toes crossed too!