Reduced to tears by Santander

jordanjim

I don't usually like moaning at customer service but Santander have now surpassed my expectations for being their usual terrible selves.

A few days ago I tried signing into my business account and was told that the system was unable to log me in and to call their helpdesk. Upon doing so I went through the usual security questions but got stuck on what my overdraft limit was. I've never used an overdraft and have never asked for one, so if I have one at all it must have been automatically set up when the account was opened, many years ago when it was part of Alliance & Leicester.

I asked how I could find out what my overdraft is if I can't log into my account and was told 'there are other ways' twice, but the lady for some odd reason wouldn't tell me what those 'other ways' actually are. I don't have a local branch to ask as I do my banking through the post office, and if I can't log into my online account and can't bank by telephone (because I can't get through the security questions to find out the answer to a security question) then how could I find out?

I went home and hunted through all my years-old paperwork. Luckily, I eventually found a letter from when the account was first opened, so phoned back today thinking I was all prepared.

Over a period of several minutes they asked security question after security question, at least 9 of them. I went through sort code, account number, date of birth, mother's maiden name, first line of the address, postcode, digits of my debit card, security code of the debit card....and then they asked me for a credit that had gone into my account in the last few days.

I'd already told the lady that I was calling because I didn't have access to my online account, and now they were asking me a security question that specifically needed me to have access to my online account. I asked how I could know which of our hundreds of customers had paid a bill in the last few days if I couldn't access the account. She then went off to check with her manager.

I should mention that I wasn't rude to anyone, on either call. I know they were only doing their jobs and it was just a case of following the computer prompts at this point. However, I thought any reasonable manager would see what the problem was with this particular question and be able to maybe override it and ask a different one.

However, when the lady returned I was told that not only had I failed the security check but I couldn't call back because they were freezing my business account and I would have to go to a branch with identification to unlock it. I explained that I didn't have a local branch. She looked up the nearest one, which is in a town I very rarely manage to get to, on account of the fact that I work 6 days a week and public transport takes over 45 minutes each way.

I explained that to go to my 'local' branch would require me to actually shut down my business for half a day on Saturday (I'm the only staff member at my location), and she just repeated everything again like a robot. I asked if I could prove my ID by them sending a letter to my registered address or calling my registered phone number perhaps, and the answer was still no.

Don't get me wrong, I appreciate security measures. I appreciate that banks are on guard for fraud. But I'm astonished that they would freeze a business account because of an absolutely inflexible question that the genuine account holder could not possibly know the answer to.

Is there anyone I can report this to? At the very least someone at Santander who can review this policy?

tomtontom

Post on the Bank Accounts board, they may be able to offer more help. Unfortunately my experience of Santander is when they mess up it takes a long time to put things right - going to the branch may be your least costly option.

Armorica

Complain once it is resolved and transfer your account elsewhere.

In the meantime, why does the shop closure need to be on Saturday rather than during the week?

And could one of your staff / anyone give you a lift to make the trip a bit quicker?

You could consider calling (again) and speak to a manager. When I've had security questions they have usually been about debits from the account e.g. value of a Direct Debit or Standing Order set up.

Kaye1

Rather than lose half a days trading, perhaps you could go by taxi?


I know it will cost but balance it up against losing business. Keep the receipt and forward it to your bank. If you are in Facebook, perhaps you could put a plea out for a lift.


My friends sometimes put- 'anyone going through xxxx in morning?' Worth a try. Hope you get some resolution.

The_Unready

Hi,

Could you go to a local ATM and get a mini-statement printed? That might show you the amounts of your recent credits.

The Unready

vuvuzela

The_Unready wrote: »

Hi,

Could you go to a local ATM and get a mini-statement printed? That might show you the amounts of your recent credits.

The Unready

Might have been an idea before, but this may not work now if the account is frozen.
I'd agree with the taxi thing - get up early and get one over so you're there bang on opening time, hopefully it won't put your business out of action for more than a couple of hours.

mgdavid

if you have staff why does your business have to close down while you go to the bank?
some banks put the OD limit on the statements, not sure about Santander; as a business account I expect you do have paper statements?
as others have said, get staff to take you or get a cab. The cost is a business expense.
Once this is sorted out you ought to seriously consider having an account at a nearby bank if it is so crucial to your business.

Laz123

Id advise moving your account and complaining to the Ombudsman. They are very much on the side of the punter and not the greedy, paranoid, over-zealous banks.

dealer_wins

Santander are shtye at the best of times.

But this is appalling service and I would take Laz123's advice and go to the Ombudsman.

SevenOfNine

Have you started the formal complaints procedure? Sounds like you answered more than enough security questions. Spoke with Santander myself yesterday & was asked a few simple personal questions & then "what are the last 3 digits of the bank your c/c payment is paid from by direct debit. No questions I needed on-line access to answer.


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

PennyForThem_2

I have been asked about dd amount and/or last transaction and tbhI have a general idea within a couple of pounds about regular dd but unless I looked at statement or accessed online not a clue as to exact amount and I expect that is true of most.


So I agree that sort of security question is unfair if want 'exact' amount. I think that they should as more 'personal' questions that are known to person. The banks could get one changed annually...


I have failed a security test because of this insistence upon pinpoint accuracy when you haven't access to online banking