Locked Out Of Santander On Line Banking

molerat

Went to log into my Santander account and message came up that my account was blocked for security. Called the number and was told that their systems had picked something up with my computer but could not tell me what it was and said I should use Rapport to check my computer. Neither MBAM or Avast found anything earlier today when I did scans and have found nothing tonight after speaking with Santander !

They will send me a new id so I will be able to log in under the new triple log in system and these will arrive within the next 6 to 10 days.

Nice Christmas present ! :mad:

Zanderman

Can 'their systems pick something up with your computer'? And what does Rapport actually do, other than checking you're using the right site? Maybe they're both cleverer than they appear to be.

Obvious question - and apologies for asking it - but were you definitely logging into Santander and not a lookalike site? And definitely ringing Santander?

I assume you were - but thought I should raise the question, just in case!

molerat

Yes to both. It was definitely blocked as I could not access on iPad or mobile either If their systems were that clever why could they not block access from the one device and still allow it via others :mad:

BonnyJock

I'm currently complaining to Santander about this and I'd encourage others as well if they're affected.

I was locked out of my app (toddler and wife vying for attention) but when I rang they said because I'm on their old security system, they'll have to send me the new log in details for their new system which can take up to 6 days which means NO online access.

Why aren't Santander doing this as a matter of course to all their customers before we have to ring in? Apparently this was only raised because I locked my own account, if I hadn't I would have still been ignorant to it and they would have allowed me to continue on the old log in system.

Their current excuse is that 'it's just how it works but you can call us at any time' I hate telephone banking and don't use it hence why I'm complaining and will likely contact the Financial Ombudsman as this seems crazy!
:mad:

mgdavid

BonnyJock wrote: »

........ I hate telephone banking and don't use it hence why I'm complaining and will likely contact the Financial Ombudsman as this seems crazy!
:mad:

I agree, this seems crazy to me too.
Oh, wait....

paragon909

Financial Ombudsman is only to be contacted if a financial institution doesn't resolve the complaint, Clearly they did resolve the complaint because you got new login details, They can't instruct a bank to change how they operate! And doing this will only waste time and clog up the system.

DCFC79

BonnyJock wrote: »

I'm currently complaining to Santander about this and I'd encourage others as well if they're affected.

I was locked out of my app (toddler and wife vying for attention) but when I rang they said because I'm on their old security system, they'll have to send me the new log in details for their new system which can take up to 6 days which means NO online access.

Why aren't Santander doing this as a matter of course to all their customers before we have to ring in? Apparently this was only raised because I locked my own account, if I hadn't I would have still been ignorant to it and they would have allowed me to continue on the old log in system.

Their current excuse is that 'it's just how it works but you can call us at any time' I hate telephone banking and don't use it hence why I'm complaining and will likely contact the Financial Ombudsman as this seems crazy!
:mad:

If not already done I would advise you to get a second account opened up elsewhere as a backup so you can access some money.

Vortigern

What is this "triple log in system"?

Would I be right to assume the login route is linked to the userID?

Currently I type my userID on one screen, then password and security number on the next.

SMS used only to authorise certain transactions.

BonnyJock

paragon909 wrote: »

Financial Ombudsman is only to be contacted if a financial institution doesn't resolve the complaint, Clearly they did resolve the complaint because you got new login details, They can't instruct a bank to change how they operate! And doing this will only waste time and clog up the system.

My complaint isn't that I've not been given log in details, my complaint is that they expect to get away with denying my access to my account for a week.

Thankfully DCFC79 I do have another account

Nice quote out of context mgdavid you must be so proud:T

st999

Currently I type my userID on one screen, then password and security number on the next.

I don't even do that, my userID is saved on my computer and I just input my password and security number on the next page.

Shakin_Steve

st999 wrote: »

I don't even do that, my userID is saved on my computer and I just input my password and security number on the next page.

Me too. Yes, me too.

Stupid bloody ten character rule