Internet Banking without Mobile Phone

Del03

I have just been sent an e-mail that on the face of it means that I cannot access my Santander account without my mobile phone. Am I correct in this? I don't don't have access to my phone all the time and never use my phone (android) for any kind of banking other than receiving texts/e-mails . Are all banks going this way?

Willing2Learn

Yes, all banks have to comply with new regulations.

See the thread linked below:
Strong Customer Authentication - September 2019 changes to online verification

And welcome to the forum

Nicholas

Del03 wrote: »

never use my phone (android) for any kind of banking other than receiving texts/e-mails

Santander will send out a text with a unique six digit number if you don't have mobile banking.
So yes, you do need a mobile phone in order to continue using online banking, but no, you don't need to use your phone (other than to receive a text).

spot1034

I received an email yesterday informing me of this - previously I had been unaware of the impending changes, although having found the threads here discussing the issue it seems some have been aware of this for some time.


I do not have a mobile phone at all. Unless Santander change their plans, I shall have to look to move to a bank which will allow authentication via a landline. Having to go through this step every time I log on will be a nuisance, but at least it will mean I can continue to use internet banking.



Surely when a company imposes a change like this which will make it impossible for some of its customers to continue using the service, it should try to make arrangements to facilitate a transfer to another provider. In this instance it shouldn't be too difficult as the switching service is already in place, but a formal letter to those affected explaining the situation and pointing customers towards a selection of providers who will be able to continue to provide a service would be a common courtesy and the least a loyal customer, perhaps of many years standing, might expect?

Nicholas

spot1034 wrote: »

I received an email yesterday informing me of this - previously I had been unaware of the impending changes, although having found the threads here discussing the issue it seems some have been aware of this for some time.


I do not have a mobile phone at all. Unless Santander change their plans, I shall have to look to move to a bank which will allow authentication via a landline. Having to go through this step every time I log on will be a nuisance, but at least it will mean I can continue to use internet banking.



Surely when a company imposes a change like this which will make it impossible for some of its customers to continue using the service, it should try to make arrangements to facilitate a transfer to another provider. In this instance it shouldn't be too difficult as the switching service is already in place, but a formal letter to those affected explaining the situation and pointing customers towards a selection of providers who will be able to continue to provide a service would be a common courtesy and the least a loyal customer, perhaps of many years standing, might expect?

I'm surprised you've not had difficulties already. Every time I set up a new payment beneficiary, I need to verify with a text message from Santander. But I do agree with you - some of the banks have the option to receive a call to landline, or a card reader or PIN generator that is issued free of charge. You could buy a cheap mobile phone for under a tenner and that would do the job, but I think it is a matter of principle that you shouldn't have to spend any extra money to facilitate their new security arrangements.

spot1034

Nicholas wrote: »

I'm surprised you've not had difficulties already. Every time I set up a new payment beneficiary, I need to verify with a text message from Santander. But I do agree with you - some of the banks have the option to receive a call to landline, or a card reader or PIN generator that is issued free of charge. You could buy a cheap mobile phone for under a tenner and that would do the job, but I think it is a matter of principle that you shouldn't have to spend any extra money to facilitate their new security arrangements.

Oh I've had the problem of authentication but fortunately I don't make payments in this way very often, and when I have come up against this I have got round it by sending a cheque in the post. The old ways are sometimes the best!

Del03

It feels a bit extreme to restrict access to those people who have a mobile phone. I have smart phone and use it socially but I don't have the option of having a mobile phone on me all the time. I guess I will be looking for a bank that does not insist on having a mobile phone. Probably back to First Direct and use their telephone service rather than internet banking (landline or mobile) which is no problem other than a lack of interest on their current account. i guess I really am a dinosaur

Del03

Nicholas wrote: »

Santander will send out a text with a unique six digit number if you don't have mobile banking.
So yes, you do need a mobile phone in order to continue using online banking, but no, you don't need to use your phone (other than to receive a text).

thanks but I guess my point was really about those who cannot have their mobile phone available all the time but may have access to desktop computers with internet access but cant use the service because the text to access is on the phone that is not within reach. Security is important and I would hate to find my bank account cleaned out so I guess I will have to conform or find a bank that does it a different way, how secure are texts?

eskbanker

spot1034 wrote: »

Surely when a company imposes a change like this which will make it impossible for some of its customers to continue using the service, it should try to make arrangements to facilitate a transfer to another provider. In this instance it shouldn't be too difficult as the switching service is already in place, but a formal letter to those affected explaining the situation and pointing customers towards a selection of providers who will be able to continue to provide a service would be a common courtesy and the least a loyal customer, perhaps of many years standing, might expect?

In their mass mailshot comms, banks aren't to know who doesn't possess a mobile phone - they can tell which customers have registered a mobile number against their accounts, but can't conclude that those who haven't done this are unable or unwilling to use one in future.

So, if you're expecting a standardised letter to say 'if you can't or won't use a mobile then cheerio, off you pop to bank A or B (or abandon online banking/shopping)', I don't think that's a particularly tenable position!

You're (understandably) looking at this through the lens of someone not using a mobile phone but that's a small and decreasing minority - https://www.statista.com/statistics/300378/mobile-phone-usage-in-the-uk/ estimated that in 2017 94% of adults use mobiles and intuitively that'll be significantly higher for those who use internet banking. In that context, it's not really a surprise that Santander (and most of the others), when unable to keep everyone happy, will naturally aim for the 94+% rather than the 6%, but perhaps the banks supporting non-mobile solutions (which have their own disadvantages) will see an upturn in inbound switches, time will tell....

colsten

Del03 wrote: »

It feels a bit extreme to restrict access to those people who have a mobile phone. I have smart phone and use it socially but I don't have the option of having a mobile phone on me all the time. I guess I will be looking for a bank that does not insist on having a mobile phone. Probably back to First Direct and use their telephone service rather than internet banking (landline or mobile) which is no problem other than a lack of interest on their current account. i guess I really am a dinosaur

Huh? You have a [STRIKE]mobile phone[/STRIKE] smartphone but somehow can't receive texts on it, and you'd prefer to have your account with a bank you can only contact by phone?

PRAISETHESUN

Del03 wrote: »

It feels a bit extreme to restrict access to those people who have a mobile phone. I have smart phone and use it socially but I don't have the option of having a mobile phone on me all the time. I guess I will be looking for a bank that does not insist on having a mobile phone. Probably back to First Direct and use their telephone service rather than internet banking (landline or mobile) which is no problem other than a lack of interest on their current account. i guess I really am a dinosaur

I'm somewhat confused - you say you have a phone capable of receiving texts, but you are also saying that you are be unable to receive text messages sent by Santander? From the sounds of it, you aren't the type of person who will be using mobile banking on the go anyway, so it probably doesn't matter that you won't have your phone on you at all times. You will only need your phone when you want to log in, or to verify certain online transactions - not to verify anything and everything when you are out shopping, etc. That said, if Santander isn't offering you an option that you feel comfortable using then by all means switch to another bank