Direct Debits for Santander 123

colsten

Littlewesty wrote: »

From Santander website:[FONT=&quot] The One-Time Passcode service is an additional level of security in Online Banking that allows you to authorize certain transactions. You can enroll in OTP within My Profile and Preferences located in the Customer Service Tab.

Operative word being enrol - to me that implies you don't have to if you don't want to.
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You cannot add a new payee without an OTP, and you said they did send you an OTP.

Questions from earlier:

I presume you did immediately notify them of the unexpected code, and that you did not lose any money, right?

Did you ever find out how the hacker got hold of your login information?

Littlewesty

In answer to the reply "why don't you pick up the phone", can I say for many people, including myself, that is not so simple, people with communication problems (deafness, speech impediments), people with nervous disorders, people with neurological disorders, etc., rely on secure messaging to get the help or answer the questions they need answers to. To have had to wait 11 days for an urgent reply and still waiting, is in my opinion not good enough, not acceptable.

colsten

Back to your original problem:

How much money have you lost?

Did you ever find out how the hacker got hold of your login information?

Littlewesty wrote: »

To have had to wait 11 days for an urgent reply and still waiting, is in my opinion not good enough, not acceptable.

Why didn't you raise a complaint about 8 days ago? Your problem won't get solved by by moaning on a forum.

http://www.santander.co.uk/uk/help-support/complaints

Cornucopia

Littlewesty wrote: »

From Santander website:[FONT=&quot] The One-Time Passcode service is an additional level of security in Online Banking that allows you to authorize certain transactions. You can enroll in OTP within My Profile and Preferences located in the Customer Service Tab.

Operative word being enrol - to me that implies you don't have to if you don't want to.
[/FONT]

Enroll seems to be a clumsy choice of words, given the way OTP operates.

The point of OTP is to impose a higher level of security upon certain types of more sensitive transaction e.g. setting up a new recipient for a Standing Order or Bill Payment. Once that has been set-up and cleared by OTP, you can then use them within the standard security clearance.

I suppose that if you didn't have a Mobile, or declined to give them the number, then there would be an alternative clearance method available (maybe by phone or post).

colsten

Cornucopia wrote: »

I suppose that if you didn't have a Mobile, or declined to give them the number, then there would be an alternative clearance method available (maybe by phone or post).

The Santander online says:

If you do not wish to use a mobile phone then you can still make a payment to a new recipient using your branch or telephone banking service.

Littlewesty will have given their mobile phone number to Santander, as they did receive an OTP. Therefore no new payee could have been set up without the code that had been sent to Littlewesty's mobile.

Littlewesty wrote:

Didn't even sign up for OTP, but stillgot sent a code.

Littlewesty

Finally got the information I had asked for in a secure message 14 days ago, which incidentally I read should be answered within 72 hours. However, I had to bite the bullet and phone and got the information I needed. Unfortunately if I have to go through this procedure everytime I need some information it would appear that Santander is not the bank for me