Santander Secure Message

Gummomarx

I sent a secure message to Santander via PC and then recived the following message:

"Thank you for your email

This service is no longer available, please use Chat, via our website, your Online or Mobile Bank."
One wonders why they still have the send secure message function still on the site.

EssexExile

I don't seem to have that facility on my web page any more.

greyteam1959

I have it on my web pages.
Don't want to waste Santanders time sending a test message though.

Newly_retired

Gone from my page too. I tried Chat but they could not answer my question.

Gummomarx

Still on my page; in fact, I just got a reply to a question I asked the day before.

badger09

I thought I must have missed some announcement that Santander's secure messaging service had been withdrawn.

I sent one earlier this afternoon & received the same email as OP.

Why on earth are they still allowing customers to input & send messages when they've no intention of answering them?

I was frustrated enough that they'd block an ISA transfer out, for no reason, but hadn't bothered to inform me. Now I'm even more frustrated that I've wasted my time - or rather, Santander has.   

ega95jch

Yep, same with me. How about this for a (semi-literate) reply?

Thank you for your email

This service is no longer available, please use Chat, via our website, your Online or Mobile Bank.

For Chat go to

www.santander.co.uk where they will find the Chat invite 24/7

For Mobile Banking go to

.......

For online Banking

.......

Over62

I also sent a secure message and got the same reply.  I tried Chat and assumed I would be connected to a real person but Chat seems to be a bot and it couldn't understand my question.   I then spent 20 minutes on hold before finally getting the answer to my question.  I know these are extraordinary times but surely closing the secure message service is not helping.

sheramber

Maybe they don't have enough staff to deal with it in the present circumstances.

badger09

sheramber said:

Maybe they don't have enough staff to deal with it in the present circumstances.

That would indeed be a valid reason. However, I would expect them to tell me that before, rather than after I had used the facility.

charlieboycat

Over62 said:

I also sent a secure message and got the same reply.  I tried Chat and assumed I would be connected to a real person but Chat seems to be a bot and it couldn't understand my question.   I then spent 20 minutes on hold before finally getting the answer to my question.  I know these are extraordinary times but surely closing the secure message service is not helping.

I believe you can chat to a real person if logged in to online banking, although I haven't tried it.  The chatbot has a pull-down menu (three dots at top right) the bottom option on which is "live person".