Small Building Societies 2FA text Issue

ForumUser7

Anyone else having difficulties logging into Earl Shilton and/or Bath Building Society today?

It accepts my credentials, and memorable word (where applicable), but then it shows the text screen to put in the 6 digit code and I am not receiving it.

I have checked, and I am still able to receive texts from Coventry Building Society etc. and access the platform for other building societies like Ecology and Darlington who use the same interface, but just not 2FA.

Just trying to gauge how widely it is spread before I contact the both of them. Note that this may also affect other accounts with other small building societies you have, if they use the same platform,

Thank you,

ForumUser7

happybagger

Don't know if you still have this problem today, but I've just logged in to both the societies you mention with space for the 2FA code without any issue

ForumUser7

happybagger said:

Don't know if you still have this problem today, but I've just logged in to both the societies you mention with space for the 2FA code without any issue

Thanks for this @happybagger - weirdly it still isn't working for me today. ESBS is going to get someone to call me back later to log an IT ticket.

Are your 2FA codes coming via email or text please?

Thank you

ForumUser7

UPDATE:

I have spoken with my phone provider and the societies and here is the update so far:

• EE - Tech team claim it is nothing to do with them as they aren't receiving the texts to then send to me, and refusing to raise as a 'complex investigations ticket' meaning nothing further will be done at their end. Spent about 1 hour 10 on the phone with them and no resolution. They are claiming it definitely isn't blocked by their spam filters or anything, and I need to contact the building societies to fix it. The complaints team advisor is helping me, but they have to go off the information provided by the tech team so currently cannot offer any resolution apart from the Ombudsman. They are looking into it further though to see if there is anything else any team at EE can do.
• Bath BS - Raised an IT Ticket, and we discovered the voice calls for 2FA codes work - just the texts aren't working. Spent about 10 minutes on the phone with them and have received a temporary resolution.
• Earl Shilton BS - Raised an IT Ticket and seeing as it worked for bath, we switched it to voice calls. Spent about 15 minutes on the phone with them and have received a temporary resolution.

Even though the issue is quite irritating, well done to ESBS and BathBS for helping me, rather than just claiming it wasn't their fault and referring me to EE. Both ESBS and BathBS are investigating further for my account, and hopefully it'll be working on texts in the new year. None of us can quite yet understand why this is occurring, but hopefully as the IT team investigate, it'll be resolved.

happybagger

I use a PC for logging in (not a phone) and a text code by SMS (like you, by EE) for the 2FA code

All ok here

ForumUser7

ESBS says - 'Unfortunately this issue is ongoing and intermittent, as yet there is no fix or reason for this and it has been affecting a select few only for a while now.'

Glad it's not just me, but really hoping it is fixed soon

TiVo_Lad

ForumUser7 said:

"...it has been affecting a select few..."

Congratulations on your elevated status!

ForumUser7

Further message from ESBS:

"This is an ongoing issue that has been affecting a lot of Building Societies. A Third Party has been looking to rectify this issue. Should you choose to re-register, secure messages cannot be retained, and there is no guarantee that this would fix the related issue. I'm sorry for any inconvenience that this has caused."

I suppose this is the problem with using the same platform universally. I would usually make a formal complaint about this kind of thing, but as it is out of their hands and they are offering phone call verification in the meantime, I suppose there is not much I can do apart from remain at a minimum balance until access is easier and more reliable.

ForumUser7

I can now confirm this issue is resolved - it had affected a few customers at lots of building societies but has now been resolved by the third party IT provider. No reason has been given for why the issues occurred, but thankfully they are fixed now.