al rayan — Online banking is being switched off

masonic

colsten said:

masonic said:

Really? The only number I ever see is 0800 408 6407.

Perhaps your device has been compromised. Can't see how it could be a "browser problem". What do you see at https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/ ?

I see  0808 291 2713 on the link you posted

Here's a handy guide to the features being provided to Al Rayan when you call them using the 0808 tracking number provided by Response Tap: https://www.responsetap.com/gb/features/

d63

masonic said:

Looks like it isn't a compromised browser, but a tracker service they've embedded in their site....

thank you, that is most useful. i have changed the setting for cookies on their site to only "strictly necessary" and the problem seems to go away, in that i only ever see the 0800 408 6407 number now.

pearl123

Totally, fed up with this banks app. After, days I managed to register and there is still issues logging in. Unfortunately, I have a bond with them. 
The hours I've wasted. 

tel_

I last logged in the day before they said maintenance was due to commence. I haven't downloaded the app yet, but successfully logged on today via my PC with my previous internet banking details. And so far, everything seems fine.

I am a little reluctant to download the app yet, and don't need access my account again for a little while. I think I'll wait a week and then download the app (the 13th March is two weeks away yet), especially as so many have encountered problems.

Will we ever see a time when banks actually upgrade their systems with no major issues? 

lucky77

I phoned Al Rayan  an hour ago on 0800 694 7193 as per email received yesterday to request a hard token. Pleased to say got through to a person in about 5 minutes and after going through security was told token would arrive in 5 to 7 working days.

Wheres_My_Cashback

My scanning device has arrived and has now been set up.....what a palava !! It's like a mini mobile phone and is surely a step back in time. Two AAA batteries are provided.

It took a few attempts to get it to work, what an infuriating device! It eventually logged me in automatically so I got online access for the first time in two weeks.
I'm now trying to login again, but having absolutely no success whatsover !.....TBC

Don't know whether there's a delay between activation and regular login, but it took a further 20mins to get in after first having to use/set up new desktop password and have now subsequently logged in/out a few times.

Essentially, you can only login when you have the scanner with you as you'll need to generate a code. I personally find it too bulky to carry so I'll have to restrict my access to when at home only. Why they couldn't have come up with something slimline which can be carried comfortably is very poor.

Al Rayan, Banking you can beleive in.........to take a step backwards and make life difficult for it's customers !

xylophone

Al Rayan, Banking you can beleive in.........to take a step backwards and make life difficult for it's customers !

I tried to register the device, got as far as setting the password - then error message - then four phone calls over three days and.....still waiting to be contacted by technical team.

pafpcg

Wheres_My_Cashback said:

My scanning device has arrived and has now been set up.....what a palava !! It's like a mini mobile phone and is surely a step back in time. Two AAA batteries are provided.

It took a few attempts to get it to work, what an infuriating device! It eventually logged me in automatically so I got online access for the first time in two weeks.

Can you describe how your "scanning device" functions?  I'm curious because Al Rayan have promised to deliver a "hard token" in the next ten working days.  How does the user interact with it?  If it's only got tiny keys like the virtual keyboard on a smartphone then it's not really adequate for someone with arthritic fingers.

I can report that my partner received a letter (dated Feb 26th) in response to the complaint submitted using the on-line complaint form suggested by Colsten.  It's been the only response we've had - secure messages and other on-line forms don't seem to work.  Of course, Al Rayan has rejected the complaint (too little time between notification and withdrawal of service, and the impracticability of smartphones for users with disabilities), but at least she's been promised this "hard token" to enable access via a desktop computer.

The response to the short-notice complaint was:
"I am sorry that you feel you have not been provided with a sufficient notice period however, some of the enhancements we have made are enforced by Payment Service Regulations and we are unable to extend this facility period."
My immediate reaction to that comment is if they knew they had a deadline (Feb 26th) to implement changes, why was there no notification of the deadline date to customers six months ago, then three months notice, then one month's notice, and not just one sent a week before the deadline? 

The letter also states that they wrote to "all of our unregistered mobile application customers", which explains why those who were already using the mobilephone app didn't get the infamous email.

The letter also claims: "a large number of customers successfully downloading and actively using the mobile app".  No mention of number of customers reporting the difficulty experienced installing the app!

Wheres_My_Cashback

pafpcg said:

Wheres_My_Cashback said:

My scanning device has arrived and has now been set up.....what a palava !! It's like a mini mobile phone and is surely a step back in time. Two AAA batteries are provided.

It took a few attempts to get it to work, what an infuriating device! It eventually logged me in automatically so I got online access for the first time in two weeks.

Can you describe how your "scanning device" functions?  I'm curious because Al Rayan have promised to deliver a "hard token" in the next ten working days.  How does the user interact with it?  If it's only got tiny keys like the virtual keyboard on a smartphone then it's not really adequate for someone with arthritic fingers.

The buttons are small, probably about half the size of TV remote control buttons and similar to a virtual keyboard. You point the device at your desktop screen to scan the QR picture, you then input your 6 digit pin into the device which generates a 6 digit code which you then input into the webpage on your desktop, which in turn gives you entry into your account page.

It's 90mm x 40mm x 18mm 

masonic

Aww, how sweet! It's like a 20th century Nokia phone got together with a calculator and had a baby.