al rayan — Online banking is being switched off

pafpcg

xylophone said:

I hope that I have a reasonable amount of patience but I've had it up to here with this not fit for purpose dog's dinner of a system - I have lost count of the hours I've had to spend on the telephone and I'd be making another complaint if it weren't for the fact that they still haven't dealt with the one made weeks ago.

What gets my goat over this debacle is the assumption by the bank's top management that there's no problem.  Here's a quote from an email sent by the bank's chairman this morning:
"Mobile Banking: We introduced our new Mobile Banking app last year and now have many thousands of customers using it for their day-to-day banking. Our Mobile Banking app allows you to bank with us easily, quickly and more securely."
I wonder if he or any of his family have sat down and tried to switch from desktop to mobile access without being hand-held by in-house IT support?  Sadly, it's clear that it's not just Al Rayan's IT management that are out of touch with reality!

Aidanmc

margaretx9 said:

tel_ said:

pete_ said:

 ... and as you say still a decent rate for instant access ...

'Instant access' - don't make me laugh.

By the way I got an email today from them saying the profit rate on their instant access ISA is dropping from 1.35% to 1.1% from 1 June.
I presume rates on other products will be dropping too - could have been a bigger drop I suppose given the base rate is only 0.1% - and you get 2 months notice of the change.

Thanks, was thinking of opening an ISA soon. Maybe look elsewhere now.

colsten

pafpcg said:

What gets my goat over this debacle is the assumption by the bank's top management that there's no problem.  Here's a quote from an email sent by the bank's chairman this morning:
"Mobile Banking: We introduced our new Mobile Banking app last year and now have many thousands of customers using it for their day-to-day banking. Our Mobile Banking app allows you to bank with us easily, quickly and more securely."
I wonder if he or any of his family have sat down and tried to switch from desktop to mobile access without being hand-held by in-house IT support?  Sadly, it's clear that it's not just Al Rayan's IT management that are out of touch with reality!

That's why it is so important that we all keep formally complaining. The top management will soon sit up if their complaint numbers go through the roof.

https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/customer-complaints-form/

adindas

Steve_xx said:

tel_ said:

After numerous attempts to contact them via telephone banking, I got through today without waiting and actually spoke to someone!

She reset everything for me, and this afternoon, I went about setting up my new login through the app.

I got to the stage of allowing/not allowing Al Rayan bank permission to access my phone, and guess what, the app crashed and I was taken back to my home screen.

I tried allowing AND not allowing Al Rayan access to my phone on numerous occasions, but it still kept crashing. I deleted the app and re-installed it again, restarted my phone as well, and the same problem persists.

I don't know what else to do. I'm just glad that I transferred all my money out (apart from a few quid), otherwise this so called banking group would have really left me in the s**t if I hadn't of done.

They're a dogs dinner with this app. I'm waiting for the authenticator to arrive.  Could be worse, they could be handling the coronavirus, in which case things would not be great for any of us.

Hi, I wonder could you order the the authenticator device using the mobile apps ?

Jumping through a hoop of queing is a nightmare. Is there another way of ordering the authenticator device without calling them (e.g Mobile banking, etc) ??

pafpcg

xylophone said:

..........
..........
All one can say is that their staff  (once you get through) are unfailingly polite and helpful.

I can echo what Xylophone & Colsten have said about the telephone support staff.  I rang them for the first time this afternoon after the smartphone app on my mobilephone dropped back to demanding username & password but refusing access (it was letting me access the account up to the end of last week).  I got through within a few minutes (less than five!) and spoke to someone who was not only competent but also endlessly patient as we struggled to fix access to the system via a mobile app.  We succeeded with the app but ultimately failed with the hardtoken - after a 58 minute call, she undertook to get the IT support team to call me. 

What I've learned:
1. We can alternate access to our Al Rayan account between smartphone app AND the hardtoken+desktop browser.  There's no need to be stuck with just one access method.
2.  When entering the account number, use only the first six digits - not all eight!  This may be why I've failed to get the hardtoken to work (but I'd think it unlikely as the system ought to visibly reject the account number as unrecognised).
3.  That hardtoken device (Digipass 770R) is a nasty little piece of work: - in my hands, a key can occasionally jam inside the shell which locks the process and forces a complete restart.
4.  The timeout intervals just aren't long enough for customers who are unfamiliar with the process.  (Another indication of a failure to thoroughly test the system prior to release.)

pafpcg

adindas said:

Steve_xx said:

tel_ said:

After numerous attempts to contact them via telephone banking, I got through today without waiting and actually spoke to someone!

She reset everything for me, and this afternoon, I went about setting up my new login through the app.

I got to the stage of allowing/not allowing Al Rayan bank permission to access my phone, and guess what, the app crashed and I was taken back to my home screen.

I tried allowing AND not allowing Al Rayan access to my phone on numerous occasions, but it still kept crashing. I deleted the app and re-installed it again, restarted my phone as well, and the same problem persists.

I don't know what else to do. I'm just glad that I transferred all my money out (apart from a few quid), otherwise this so called banking group would have really left me in the s**t if I hadn't of done.

They're a dogs dinner with this app. I'm waiting for the authenticator to arrive.  Could be worse, they could be handling the coronavirus, in which case things would not be great for any of us.

Hi, I wonder could you order the the authenticator device using the mobile apps ?

Jumping through a hoop of queing is a nightmare. Is there another way of ordering the authenticator device without calling them (e.g Mobile banking, etc) ??

Apart from the fully-featured smartphone app (which requires a late-model smartphone), Al Rayan have two ways of authenticating access to their system via a desktop browser:

1. Their "Authenticator" mobile app which should work (in theory!) on any Apple (IOS8+) or Android (v4.1+) smartphone.  It's available to download via this webpage: www.alrayanbank.co.uk/mobile-banking-app/authenticator/

2 Their "hardtoken" device. I couldn't find anywhere on their web-site to request a hardtoken; mine arrived after I'd submitted a complaint about the unsuitability of the smartphone app (www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/customer-complaints-form/).  If you don't fancy the long telephone support queue, you could also try their call-back service: www.alrayanbank.co.uk/mobile-banking-app/digital-banking-call-back-request/

bristolleedsfan

Using Hard Token/Desktop, what is the method aka how is it done of scanning image on the screen with Hard Token please ????

d63

bristolleedsfan said:

Using Hard Token/Desktop, what is the method aka how is it done of scanning image on the screen with Hard Token please ????

there are some instructions for use here:
https://www.alrayanbank.co.uk/hardtoken
which are pretty much the same as what they send together with the hard token device itself, but with the signal advantage one can increase the size of the onscreen version

bristolleedsfan

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye -  i have completed earlier steps including just first 6 digits of account number to reach this point

A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

colsten

bristolleedsfan said:

This is the part I am stuck on, how to do it lol , when I turn on  hard token I just get not activated goodbye - A Cronto image (similar to a QR code) will appear on screen; turn on your hard token and scan this image.

Did you try activating your hard token?