Santander One Time Passcode

SueTheBlue

Hi, not sure if this was the right place to post, but here goes.

I have recently moved house and can't update my address details on my online banking with Santander, as the mobile number I have registered for One Time Passcode is an old one that broke about 4 years ago, so I no longer have it.  I phoned Santander a couple of weeks before I moved to see if I could sort it out, but they more or less said that if I can't give them the number of the now obsolete phone they can't change the number to my current mobile.  When I log into Online Banking it now says that if my details have changed recently, and I don't update them, then I may not be able to access certain areas of my account, which is  daft as I am trying to change them but can't because of this One Time Passcode problem!  I have emailed Santander about this, and will phone next week when my phone line is up and running, but was wondering if anyone else had experienced similar problems, and what was the solution.
Thanks
Sue

Steve182

I've not had similar problems, but I'm sure they will be able to resolve it over the phone. You might just have to answer half a dozen security questions so they can confirm it's you. 

I suggest you keep a list of regular direct debits from that account handy when you call them, they may ask you for details about a couple of them to verify your ID

colsten

SueTheBlue said:

 I phoned Santander a couple of weeks before I moved to see if I could sort it out, but they more or less said that if I can't give them the number of the now obsolete phone they can't change the number to my current mobile.

That's very odd. What number did you call?



If you are unable to pass security on the call, you should visit a Branch, taking proof of ID (photo ID) and (old and new) address. To save you having to go twice, you might have to make an appointment for this, and confirm which documents they will accept.

BTW, I am intrigued - how did you manage to maintain that account for 4 years without ever needing an OTP? 

lindabea

SueTheBlue said:

Hi, not sure if this was the right place to post, but here goes.

I have recently moved house and can't update my address details on my online banking with Santander, as the mobile number I have registered for One Time Passcode is an old one that broke about 4 years ago, so I no longer have it.  I phoned Santander a couple of weeks before I moved to see if I could sort it out, but they more or less said that if I can't give them the number of the now obsolete phone they can't change the number to my current mobile.  When I log into Online Banking it now says that if my details have changed recently, and I don't update them, then I may not be able to access certain areas of my account, which is  daft as I am trying to change them but can't because of this One Time Passcode problem!  I have emailed Santander about this, and will phone next week when my phone line is up and running, but was wondering if anyone else had experienced similar problems, and what was the solution.
Thanks
Sue

I'm somewhat puzzled by what you are saying!!  Like Colsten, the first thing that struck me is how you managed with online banking without having registered your current mobile number.   And presumably, you mean your mobile phone broke but not your number, so surely when your phone broke 4 years ago, it would have been a simple case of transferring your sim card to your new phone or indeed porting your number to a new provider. So I'm assuming that you changed your number when you got a new phone - but this is not what you're saying.

In any case, if Santander want you to quote the old mobile number to them for security reasons, surely you can see the number registered on your account by going to online banking and look at your personal details. Again, I don't see the problem.  However, as Colsten said, you can always take a photo ID and your documentation from your house move whether a rental agreement or sales documentation from your solicitor, and Santander will sort it out.  If all that fails, suggest you close your Santander account and open a new one with a better bank - you won't be missing much by moving away from Santander!!

SueTheBlue

colsten said:

SueTheBlue said:

 I phoned Santander a couple of weeks before I moved to see if I could sort it out, but they more or less said that if I can't give them the number of the now obsolete phone they can't change the number to my current mobile.

That's very odd. What number did you call?



If you are unable to pass security on the call, you should visit a Branch, taking proof of ID (photo ID) and (old and new) address. To save you having to go twice, you might have to make an appointment for this, and confirm which documents they will accept.

BTW, I am intrigued - how did you manage to maintain that account for 4 years without ever needing an OTP? 

Hi, thanks for the advice.  I went through all the security questions, actually phoned them twice, with about a week between, and they still said it couldn't be done.  I can't remember if the number you gave me was the one I rang, but suspect even if I tried that the outcome would be the same.
I have tried, on previous occasions over the last few years, to get the OTP number changed so I can transfer money out, etc but because of this I've had to use the Flex Account I have with Nationwide, so that's how I got around it.  It's so annoying as I'm sure there must be lots of people in the same boat.  I think visiting a branch may be the only option now.

Thanks again for the advice

Sue

colsten

It might seem a silly question - why do you want to keep the Santander account that you haven't used in the last several years? It is of potential value for switch bonus, but nothing else is obvious. 

In any case, you should either sort out the mobile number on your account, or close the account by switching it to a different bank, fast, before you store up even more issues as your real address has now changed.

enthusiasticsaver

I have had problems with the OTP with Santander when I changed phones but ended up resolving it by phoning and going through security questions.  There are so many occasions you need the OTP so I am amazed you have not had a problem in the 4 years since your phone broke. Can you use the Santander messaging or chat service on online banking? 

happybagger

My mother had the same issue, the online chatbots were rubbish, the phone call did eventually sort it out but the questions she was asked were about 'recent' transactions which she couldn't answer, as she couldn't access the statement online! she had a paper statement but they were after more recent stuff. Eventually, the only way she could get it done was to go to a cash machine and get a mini statement so she could answer the questions.

Certainly not easy.

eskbanker

SueTheBlue said:

the mobile number I have registered for One Time Passcode is an old one that broke about 4 years ago, so I no longer have it

[...]

they more or less said that if I can't give them the number of the now obsolete phone they can't change the number to my current mobile.

SueTheBlue said:
I have tried, on previous occasions over the last few years, to get the OTP number changed

Why haven't you been able to give them the number of the now obsolete phone?  Even if you can't remember it spontaneously, surely there must be bills somewhere, or family/friends/colleagues would have a note of the number you were using?

SueTheBlue

**Update.

I have managed to find 2 old mobile phone numbers, I had written them down in an old address book, which I found yesterday.  Pretty certain one of those will be the number Santander have, so when my landline is up and running on Tuesday will call them and sort it out!  Thanks for all your replies!

Sue