Santander online banking

jacqui_endean

I have an online bank account with Santander and on 17th August tried to log on as normal (daily basis) but for some unknown reason my password did not work, tried again thinking i had misspelt it , when it then shut me out completely. i rang the no to get it released and was told they would have to post a new pin no (about 10days). i said surely they could just reset as it iS AN ONLINE bank account but they said no, it was my fault for saving their webpage in my favourites. Of course it was my fault why would Santander take any portion of the blame. They said if it is saved in favourites this can happen. Well guess what my husband has an account with them and I used the SAME FAVOURITE webpage and his worked fine. Eventually spoke to a supervisor who said the same. What a waste of space as I need to check my account on a daily basis to see what is going in and out.

Has anyone else had this problem. Surely an online banking account should have online technicians to correct errors.:(

HeadAboveWater

I'm on my account online every day and never have a problem. I rarely use a bookmark right enough...

It would make sense to have 'online technicians' yes, but I figure it's probably a security measure so that no random person can go online claiming to be you and getting your new password straight away. With them posting a new pin it will go to the right address and should then be in the right hands.

dalesrider

Can they not text it to the listed mobile as they do with codes for payments?

I always use a bookmark for bank sites.... So you know you are going to the correct site.

innovate

dalesrider wrote: »

Can they not text it to the listed mobile as they do with codes for payments?

I always use a bookmark for bank sites.... So you know you are going to the correct site.

I'd be closing down immediately all accounts with any bank that sends login information to my mobile.

dalesrider

innovate wrote: »

I'd be closing down immediately all accounts with any bank that sends login information to my mobile.

Why ?

With santander if you set up a new payment they send you a text to your listed mobile with a code to enter to confirm, before making the payment.

What would be wrong in sending one part of the 3 required to login to your account.

Just as easy for a letter to go astray.

I am surpried that they don't have a team that could not reset and give the new details to you. Given that you will have had to go through telephone security to report the issue.

Kayalana99

have to admit it was an absoulte nightmare setting up with santander Had to wait for two diff codes and applyed three times as they wasn't turning up.

Actally had one turn up nearly 2months after I already had it set up with the date 2months prevouis?? but never mind lol.

Have to admit it is worth it though as I have been with a few banks and Santander are by FAR the easiest to navigate etc, and my branch is the best customer service I have ever known anywhere. Some staff even know me and my partner by first named bases and we have only been in thier 4-5 times :-)

innovate

dalesrider wrote: »

What would be wrong in sending one part of the 3 required to login to your account.

Where would you send the other 2 parts to? And when?

I can't see anything wrong with how they currently manage the access to the accounts. As annoying as it is if you have to wait for several days to re-gain access if your login has been messed up, there can't be any shortcuts in security.

The bank doesn't know who messed up the login - - could have been yourself, could have been fraudsters. The fraudsters could have nicked your mobile, too. And how many people have got absolutely no access controls on their mobiles?

Granted, the fraudsters could have moved into your house and taken control of your snail-mail as well, but that is a very remote likelihood. Sending access information by good old snail mail is still one of the most secure ways to deal with basic access details.

dalesrider

innovate.
I can see where you are coming from, but it is not good customer service to leave someone who only has internet based account without access for that period of time.
Wonder if they would refund any charges on the basis, that you could not access your account to monitor balance.

Many banks will reset internet access straight away.

pmduk

as it is the bank who bears any loss through fraud, you can't be too harsh on any bank that is careful with these things.

BobQ

dalesrider wrote: »

innovate.
I can see where you are coming from, but it is not good customer service to leave someone who only has internet based account without access for that period of time.
Wonder if they would refund any charges on the basis, that you could not access your account to monitor balance.

Many banks will reset internet access straight away.

Well why not move to these banks that have less security?

You could go to a branch if its that important.

Pianist

If anyone with a Santander account is reading this, try changing your passcode and see whether it's possible. I find that it can't be done. First, I sign into online banking using my current passcode, then, after going through the very short process of choosing a new passcode, the system asks me to enter my old passcode again to verify the change. At that point, the system tells me that the old passcode is invalid, which makes no sense, because if the old passcode had not been valid I would not have been able to login in the first place!

I know two other users who have this problem. Santander says that they are aware of this issue, and are working to resolve it, but I recall this happening a couple of years ago too. The ability to change a passcode is of crucial security importance, but the fault in their system seems to be an ongoing issue.