Verified with Visa / Santander - stuck at old address

sirwiggum

butterflymum wrote: »

Oops, crossed with me editing my post. Is your card an old one that still has the A & L logo rather than a newer issued Santander one?

Hope it is a Santander branded card issued a couple of years ago.

It is still linked to the A+L VbV system though, which I thought was strange.

Probably my old A+L debit card renewal to a Santander card has persisted on the A+L VbV system.

I think my only option is to 'lose' the card and request another.

butterflymum

sirwiggum wrote: »

Probably my old A+L debit card renewal to a Santander card has persisted on the A+L VbV system.

I think my only option is to 'lose' the card and request another.

Is the account an old A & L one (eg Premier Current A/c or suchlike) - if it is, even a replacement card might still be linked to the old A & L system though, but certainly worth a try.

sirwiggum

butterflymum wrote: »

Is the account an old A & L one (eg Premier Current A/c or suchlike) - if it is, even a replacement card might still be linked to the old A & L system though, but certainly worth a try.

Yep it started off as an A+L Premier back in the day.
That's why its still on the old system, at my old address when A+L was the bank.

Archi_Bald

Other option would be to lodge a formal, written, complaint with Santander. The folks processing complaints usually have accument & power when dealing with difficult issues.

sirwiggum

Archi_Bald wrote: »

Other option would be to lodge a formal, written, complaint with Santander. The folks processing complaints usually have accument & power when dealing with difficult issues.

I've attempted to have it dealt with as a written complaint previously.

The first response was that, no, my address on Santander's system is fine.

The second response was that, no, the address on my Credit Card is fine (not Debit Card).

The third response was 'oh it should be fine now'.
I had given up on the site that was using VbV at the time and so left it.

They don't seem to understand the issue, that clearly you good folks on the MSE board do.

butterflymum

In those circumstance, usually an email to their CEO, which is then handled by executive complaints team, generally gets a more focused response.

sirwiggum

Thanks, I'll see how that goes!

Archi_Bald

Ms Ana Botin

ceo@santander.co.uk

And if that fails, too, you can still take them to the FOS

Uxb

Lots of companies you might not expect such banks/utilities seem to have difficulties with legacy systems which seem to be separate to an extent within their organisation.
I still get emails on occasions to an "old email" account when my official email address with these organisations has been changed ----and is being correctly used for 99% of communications.

sirwiggum

So the complaints dept got back to me today.

Confirmed that as previously, it wasn't properly resolved.

However they say that as the old address is on an A+L legacy VbV system, they can't change it.

They gave me two options:
- Change accounts with them. At this moment in time I have a lot going on in my life and don't want to mess about with switching accounts just yet. Truth be told, if I was to switch accounts, I would likely look at Nationwide.
- Cancel my Verified By Visa link. This would be my preferred option. It seems a bit of a shambles that once a card has been linked to VbV (and all re-issues in the future), you can never ever change address! Seems to be a major flaw with the Visa system! They explained that it would be a loss of a layer of security, but from what I have read the system isn't overly great anyway, and with flaws such as this I'm happy taking the usual precautions (make sure site is https, correct URL, no XP machines for banking etc.)

In fairness they are giving a little bit of compensation cash.