Santandar online banking "glitch"

littleheather

My Santander online is strangely showing my maiden name which I changed over 2 years ago. They tell me its a glitch which is affecting lots of people, which I find a little hard to believe - has anyone else seen this?

Gromitt

No, but it keeps telling me I have an unread message, then when I click on it, it says "No unread messages".

Archi_Bald

Gromitt wrote: »

No, but it keeps telling me I have an unread message, then when I click on it, it says "No unread messages".

Same here.

fluffig

littleheather wrote: »

My Santander online is strangely showing my maiden name which I changed over 2 years ago. They tell me its a glitch which is affecting lots of people, which I find a little hard to believe - has anyone else seen this?

Not the same, but similar. It has called me by my name for years, now it calls me "unknown user" :wall:

Badgerette27

Mine still says my old name and i got married in 2007...

littleheather

thanks for the replies, I'm at the point I don't trust them with anything!
I'm going to put it all down and forward it on to FOS. I think they need to be pulled up on this.

Archi_Bald

littleheather wrote: »

I'm going to put it all down and forward it on to FOS.

You need to give them a formal complaint and 8 weeks before you can take it to the FOS.

tweets

Gromitt wrote: »

No, but it keeps telling me I have an unread message, then when I click on it, it says "No unread messages".

Same here thought I was seeing things.

littleheather

Archi_Bald wrote: »

You need to give them a formal complaint and 8 weeks before you can take it to the FOS.

I sent a formal complaint and they called me back today, offered me £5, which i said I did not accept as proper compensation.
The complaints adviser then said she would send me an email with the reference and FOS link, which she has. I then received an email saying the complaint was closed. Which I think is a bit of a cheek seeing as the account is still showing the wrong name!
As they've said its closed do I still need to wait 8 weeks?

Archi_Bald

No need to wait then, you can immediately take it to the FOS once they have confirmed the complaint has been closed.

It's the right thing to do to escalate this because they seem to be having a laugh.

Though I would probably try their CEO before taking it to the ombudsman - it is Ms Ana Botin, email is ceo at santander.co.uk.

The CEO has an executive complaints team that is much more empowered than your usual CS or standard complaints team.

This is likely to be much faster than the FOS, and probably a lot more efficient, too.

littleheather

Brilliant, thanks will do!
it's not the first time they've had trouble with my name change in the last two years, that's why I'm so frustrated!
it such a vital piece of information and people must need to change their name following marriage every day - and yet they seem unable to cope with this!