Why I am Closing My Santander Account

crystal458

I have changed my mobile tel number therefore cannot receive messages sent to my previous number.
I log into my Santander online a/c but cannot pay a bill / transfer money unless I input the pass code sent via text message.
I log into 'Security change settings' - change mobile number I enter my old no. and my new no.
They then send a code via text to the OLD number to authorise the change !!!
I do not have access to this so I have to call the 'Technical Team' who can change it 'provided you can quote the old number.' (this is an 0845 no you must call )
I call the number then 'for security' Im asked, my address, my post code, my name, the security no and expiry date from my debit card, my old mobile no - all answered no problem.
Then 'just one last Q' - 'Can you give me a direct debit going from your account?'
'Yes my Mortgage' Q 'How much is that' A 'Im not sure of the exact amount at the moment' Q'Well can you just give me an amount' - So I did and got the amount wrong. Im then told because I gave an incorrect amount they could not change the pass code and I would have to visit a branch and sort it out there...
Yes of course it is my fault ...BUT if I had been told 'If you give the wrong amount then we cant ask anymore Qs the system locks out' ...
I would have checked to see the exact amount....
As far as I'm concerned this is not about security - surely the most secure and user friendly method to do this is when you have logged into your online a/c using a 10 digit numeric ID then a passcode and registration number known ONLY TO YOU.
Exasperated ...:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

pqrdef

crystal458 wrote: »

As far as I'm concerned this is not about security - surely the most secure and user friendly method to do this is when you have logged into your online a/c using a 10 digit numeric ID then a passcode and registration number known ONLY TO YOU.

But the whole point of the passcode-to-mobile thing is to protect you against somebody breaking into your online account. Otherwise they could just change your mobile number to theirs, set themselves up as a new payee and pay themselves all your money.

Of course, if they're concerned that somebody could have got into your online account, then it's bloody stupid asking about transactions, because the bad guy can see all those.

callum9999

crystal458 wrote: »

I have changed my mobile tel number therefore cannot receive messages sent to my previous number.
I log into my Santander online a/c but cannot pay a bill / transfer money unless I input the pass code sent via text message.
I log into 'Security change settings' - change mobile number I enter my old no. and my new no.
They then send a code via text to the OLD number to authorise the change !!!
I do not have access to this so I have to call the 'Technical Team' who can change it 'provided you can quote the old number.' (this is an 0845 no you must call )
I call the number then 'for security' Im asked, my address, my post code, my name, the security no and expiry date from my debit card, my old mobile no - all answered no problem.
Then 'just one last Q' - 'Can you give me a direct debit going from your account?'
'Yes my Mortgage' Q 'How much is that' A 'Im not sure of the exact amount at the moment' Q'Well can you just give me an amount' - So I did and got the amount wrong. Im then told because I gave an incorrect amount they could not change the pass code and I would have to visit a branch and sort it out there...
Yes of course it is my fault ...BUT if I had been told 'If you give the wrong amount then we cant ask anymore Qs the system locks out' ...
I would have checked to see the exact amount....
As far as I'm concerned this is not about security - surely the most secure and user friendly method to do this is when you have logged into your online a/c using a 10 digit numeric ID then a passcode and registration number known ONLY TO YOU.
Exasperated ...:mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad::mad:

I log into Santander using my 8 digit customer number and a 5 digit pin, it's by far the most lax of all my accounts!

I doubt you've been locked out completely as you passed the rest of the security. I'd just call them again but check the amount of the direct debit beforehand.

daveyjp

Once you have failed the security test on the phone you are flagged as locked out and you will have to go to a branch and prove your ID. No second chances.

joedenise

Closed our account a while back when they introduced this system. Didn't want to give them mine or my DH's mobile number 'cos I didn't want to get junk SMS messages and companies like Santander, I think, are likely to use it for other purposes.

Denise

sweep9

Been very happy with the mobile service. Only thing I'm not happy with (but I can understand why) is the fact you can't set up any payments from your mobile.

For the messages side, I've set it to send text messages when anything over £50 happens on my account. To date, I have never received any spam messages at all!

missile

I had a similar issue with Halifax ID verification.
What date did you open the account?
I don't know the exact date
Why not?
I have a guess
You have failed security check, goodbye

daveyjp

joedenise wrote: »

Closed our account a while back when they introduced this system. Didn't want to give them mine or my DH's mobile number 'cos I didn't want to get junk SMS messages and companies like Santander, I think, are likely to use it for other purposes.

Denise

Had SMS system since it was introduced on three phones. Number of spam texts? Nil.

zerog

I agree that the situation described in the OP is stupid, but you didn't have to call an 0845 number. You can call 0800 111 4229 to change your OTP number.

And all banks' security systems are like this. The call centre staff get asked a question by the computer and they type your answer in, and if it's wrong then it locks you out. One thing you can try is to call them again with a different story (i.e. pretend that the previous failed security was someone else).