Santander has blocked my internet access on my account

Shyanne

I am absolutely LIVID! I tried to transfer some money from my Santander 123 account the other day. I was opening an ISA with another provider. Santander BLOCKED the transaction!! I now have NO access to my money. I can't even send a cheque cos I opted not to have a cheque book (silly me thought I'd always have access via the internet). It's now Sunday (5 days since it happened on Tuesday). A multitude of phone calls made, explaining that I had got through (or so I thought) their multi-faceted security system, they STILL will not give me access. They are FORCING me to go in-branch (which is a 35 mile round trip), to provide photographic evidence again so that the block can be lifted. I'm 68 and am currently walking on two walking sticks having suffered a back injury. I've explained this, but there is still "Nothing they can do"! The money's there.... I just can't use it. It was to a reputable BS, made payable to an account IN MY OWN NAME! BEWARE customers, it could and probably WILL happen to you! They are completely OTT with their security! I shall now have to top this ISA up from elsewhere as the window is only open for 14 days..... talk about little Hitlers ?:mad::mad

Robin9

They obviously suspect something wrong with your account - possible money laundering. They won't tell you anything.

Lots of similar stories on this forum involving all the banks - its not just Santander.

Is the Santander account the only one you have ?

Gers

Shyanne wrote: »

I am absolutely LIVID! I tried to transfer some money from my Santander 123 account the other day. I was opening an ISA with another provider. Santander BLOCKED the transaction!! I now have NO access to my money. I can't even send a cheque cos I opted not to have a cheque book (silly me thought I'd always have access via the internet). It's now Sunday (5 days since it happened on Tuesday). A multitude of phone calls made, explaining that I had got through (or so I thought) their multi-faceted security system, they STILL will not give me access. They are FORCING me to go in-branch (which is a 35 mile round trip), to provide photographic evidence again so that the block can be lifted. I'm 68 and am currently walking on two walking sticks having suffered a back injury. I've explained this, but there is still "Nothing they can do"! The money's there.... I just can't use it. It was to a reputable BS, made payable to an account IN MY OWN NAME! BEWARE customers, it could and probably WILL happen to you! They are completely OTT with their security! I shall now have to top this ISA up from elsewhere as the window is only open for 14 days..... talk about little Hitlers ?:mad::mad

There's great advice on https://forums.moneysavingexpert.com/forumdisplay.php?f=20 though you'll probably find that this is standard bank procedure in line with AML laws.

Not sure that talk of Hitler is relevant in this situation and could cause offence.

VfM4meplse

Whilst I feel your pain, financial regulations are in place with good reason.

I think Santander will realise that you will eventually run out of money for day-to-day expenditure and need access to your own money. If you explain your situation to them nicely, they may make a reasonable adjustment for your disability (eg re-imburse reasonable travel expenses through a goodwill payment to your account when your ID is confirmed, although I suspect this is a very long shot). In the meantime, I'd book the nearest appointment and find a sympathetic friend who can accompany you to the bank PDQ so you can get your ISA sorted. Not sure where the 14 days comes from btw? You should have until April 5th, and the joy of internet banking is that it is 24/7.

DCFC79

Should have a second account with money in or a credit card for situations like this, Ive got money dotted around in various accounts that I can access eg the TSB meltdown.

Mistral001

I do not do online banking and have a cheque book and I manage fine. In fact I have two cheque books. I have accounts with two banks and have a cheque book for each account. The banks have tried to pressure me into doing online banking, but I see it as just another worry.

BTW I run a business and do not use online banking for it either.

maman

Shyanne wrote: »

I shall now have to top this ISA up from elsewhere as the window is only open for 14 days..... talk about little Hitlers ?:mad::mad

DCFC79 wrote: »

Should have a second account with money in or a credit card for situations like this, Ive got money dotted around in various accounts that I can access eg the TSB meltdown.

It sounds like OP has other arrangements but wanted a rant against Santander.

Gers wrote: »

Not sure that talk of Hitler is relevant in this situation and could cause offence.

Agree.:(

Mistral001

The OP's annoyance with the bank is justified. The bank is quite probably acting in the OP's best interests by being ultra cautious with security.

It seems that many banks lack empathy with their customers in matters like this. I once got a letter from my bank saying I had compromised my ATM card and it had been blocked. I rang up the bank and they told me that it was not my fault and they would send out a new card in the post. The fact that I had a letter from the bank stating that it was my fault did not worry the bank. They said that it was just a standard letter. I could not find out what actually was the problem. My best guess is that it had something to do with some suspicious activity at an ATM I had visited just before the card was blocked, but that is only a guess.

VfM4meplse

Mistral001 wrote: »

The OP's annoyance with the bank is justified. The bank is quite probably acting in the OP's best interests by being ultra cautious with security.

It seems that many banks lack empathy with their customers in matters like this.

Its not a question of empathy, retail banking is a highly regulated business and any breach of the rules has very serious implications.

Unfortunately, the real regulation is required for those that launder the cash proceeds of crime into high value items, ie property. IMO estate agents and conveyancers should be charged with a higher burden of checking that funds come from legitimate sources.

The OP hasn't returned to this thread - I am hoping that this is because they spent yesterday travelling to their nearest Santander branch.

Mistral001

VfM4meplse wrote: »

Its not a question of empathy, retail banking is a highly regulated business and any breach of the rules has very serious implications.

Unfortunately, the real regulation is required for those that launder the cash proceeds of crime into high value items, ie property. IMO estate agents and conveyancers should be charged with a higher burden of checking that funds come from legitimate sources.

The OP hasn't returned to this thread - I am hoping that this is because they spent yesterday travelling to their nearest Santander branch.

Are you saying that the OP breached the rules? It is possible that the bank blocked his online banking account because of an outside threat. That would not be simply breaching the rules but criminal activity by others, in which case the OP is entirely innocent of doing anything wrong or breaching any rules.