Vent (on hubby's behalf) - Santander online banking

MrsPBikerChick

As someone who uses an online bank who are a pleasure to deal with, Hubby's recent experience with Santander's online banking leaves me utterly speechless...

Part 1: hubby registered for online banking as he makes a regular payment to me every Friday but sometimes getting to a branch is difficult (we no longer trust their phone banking - too many errors). He is told he will receive 2 letters with security details within 10 working days. 4 weeks later they eventually arrive. He sits down to set it up and log on, which appears to go fine. He tries to make the the transfer and is told to wait for a security code by text message which will arrive within 10 mins. 20 mins later it still hasn't arrived and he's been logged out of online banking. So he rang the helpline and they said his account was blocked because he hadn't downloaded their security software (which he was never prompted to do) and there was malware on his system. He was told to download the software and wait another 2 weeks for new security details to be sent out. Software downloaded and malware removed.

Part 2: new security details arrive and hubby settles own to try the transfer again. Before logging on he checked both Santander's software and our virus software for any malware - none found. So in he logs, waits for the text security code and once again it does not arrive but he does get a screen telling him his mobile number does not match their records (except the mobile number it says he entered clearly does match the record he is shown). So he rang the helpline again only to be told it was an error with their system whereby when he put his number in it took the pre filled and uneditable international dial code down as +4 instead of +44.
He is then told, and this is the best bit, that his account is blocked because, you guessed it, according to their system there is malware on his computer. Except there isn't according to both their software and ours! Helpline guy says it could be because of the original phone number error (I.e their fault and not due to any non-existent malware) but there is nothing he can do other than send out yet more security details. Hubby, who doesn't have the longest fuse, told him not to bother.

I cannot believe the hassle he's had just trying to transfer some cash to me. On top of all the other errors and mistakes Santander have made on his accounts (for example at one time claiming they couldn't do one off transfers but had to set up standing orders and then getting dates, amounts and even recipients wrong and lately applying £150 of charges to his account without notice and which he wasn't liable for) he is desperate to leave them, but unfortunately has an overdraft he can't pay off in one chunk and doesn't think another bank would give him an equivalent overdraft as a new customer. Is there no end this bank's utter incompetence?!

robatwork

I wonder how they can explain how malware on your PC would stop their one time passcodes going through to your phone. It's nonsense.

I actually find those OTPs come through extremely quickly, which is no solace to you.

I find Santander are OK as long as you avoid the branches and phone ie talking to real people - the systems work OK....

Pollycat

robatwork wrote: »

I wonder how they can explain how malware on your PC would stop their one time passcodes going through to your phone. It's nonsense.

I actually find those OTPs come through extremely quickly, which is no solace to you.

I find Santander are OK as long as you avoid the branches and phone ie talking to real people - the systems work OK....

Me too, although I don't add new payees very often.

Valli

MrsPBikerChick wrote: »

As someone who uses an online bank who are a pleasure to deal with, Hubby's recent experience with Santander's online banking leaves me utterly speechless...

Is there no end this bank's utter incompetence?!

I'm sorry, but due to the Data Protection Act we can only discuss this issue with the account holder;)

Seriously - change banks!

ihateyes

MrsPBikerChick wrote: »

As someone who uses an online bank who are a pleasure to deal with, Hubby's recent experience with Santander's online banking leaves me utterly speechless...

Part 1: So he rang the helpline and they said his account was blocked because he hadn't downloaded their security software (which he was never prompted to do) and there was malware on his system. .

If he hadnt downloaded their software in the first instance, how did they know he had Malware?

I used to use Santander and i didnt need to download their software.....

its optional.

Pollycat

ihateyes wrote: »

I used to use Santander and i didnt need to download their software.....

its optional.

I've not downloaded their software either and, as posted above, have never had problems.

imoneyop

Never had a problem logging on to Santander's ebanking and haven't downloaded their security software either.

Got to say that I found them extremely helpful a couple of weeks ago when I noticed a fraudulent transaction. Card was blocked immediately and payment returned within 48 hours as required.

They also arranged to have the declaration emailed to me to print and return as I won't be able to get if from my registered address for a few weeks.

harrys_nan

I'm another one who hasn't had a problem with online banking with Santander, I haven't downloaded their security software either, but never (so far) had a problem with them and i've been with them for about 5 years now

nickcc

No problems either, used to bank with Alliance and Leicester then Santander. Read all the horror stories but never had a problem on line, would never use the local branch as queues too long, life's too short and don't like them always trying to upgrade my plus 50 account, also find the iPad app ideal and simple to use.

dodger1

If any bank treated me the way Part 1 makes out, there wouldn't have been a Part 2.

Tyler_Du

And another (new) user of the online service here, didn't download there software either and have been using the service without any problems at all