Santander - Current_Account - Problems_using_on-line_payment_mechanism_on_Windows_Desktop_Computer

SalveForOldSores

For the past two weeks, I find that I am unable to pay anybody through my current account using my Windows Desktop Computer and Google Chrome browser.

Whatever service provider I select to pay, after invoking the top-level "Pay Payees" function in the current account, that particular service providers payment page presents as corrupted i.e. the usual payee destination bank details are missing from the page, as well as my service provider account reference. Similarly the figure input box which normally allows the user to input the amount they wish to pay is not working.

I've tried using different browsers to access my on-line account e.g. and exactly the same error occurs i.e. a corrupted payment page.

However, the current account payment mechanism works correctly and I am able to pay  when I use an Android tablet !

That's not as convenient for me or easy to use . .being a pensioner. And, as my nearest Santander branch in North-West London is now, due to more local branch closures,  3.5 miles away, I'm largely restricted to on-line banking. Further, I'm not keen on paying through the service providers website due to the absence of any payment record I can secure. 

I've reported this over the telephone over a week ago to Santander and again today when I spoke to someone in their "Digital Department"  and the problem still exists, although the matter was passed by the front desk Customer Service Department to "Digital" at that time . . and nothing appears to have been done.

I confirmed with the digital guy that Santander still supports payment using Desktop Computers.

This problem has only arisen after Santander ammended the Windows based  payment mechanism to accommodate payment by phone/tablet. my impression of the ammendment was that it was "Cobbled-together" as a quick-fix . That said the ammended Windows-based payment mechanism has been working well for a year and only recently has gone wrong.

This is not an acceptable service standard. Compared with how banks operated 40-50 years ago . . appalling

So, unless its fixed within a week, CEO will be getting a missive hitting his (Or her) front door matt.

Anybody else experience this problem ?

AmityNeon

I'm not experiencing any problems.

1. "Pay existing payee"
2. "Move money from" > [choose account]
3. "Move money to" > Payee list for the chosen account loads (with sort codes, account numbers and references)
4. Click on the desired payee
5. Next screen loads:
   • "Amount" input field is empty and selectable
   • "Reference" input field is pre-populated with existing details
   • "When" > Today or Later (buttons)
   • "Move money from" lists my chosen account details and available balance inc. pending
   • "Move money to" lists the payee name, sort code, account number, and institution name

Are all your browsers and Windows fully up-to-date? Are you running any security software or configurations which could possibly interfere with the loading and functionality of web pages?

SalveForOldSores

MS Windows fully up-to-date as of last night and that's still the case at 16:19 today - last update in history is Cumulative update for Windows 11 (KB5023698). Presume that would mean MS Edge is fully updated to . . but that doesn't work.

Could be my ISPs security package, although that has been trouble free for the last 18 months.

How I luv this "Do-it-yourself" customer service . . not !

AmityNeon

You could try a fresh default Firefox installation (no customisations/extensions at all), and if the problem persists, try temporarily disabling all web-based protection from any security software, but only whilst attempting to make a payment through Santander's website. 

grumbler

SalveForOldSores said:

Whatever service provider I select to pay, after invoking the top-level "Pay Payees" function in the current account,

What I have is "Payments & transfers" in the top horizontal bar, then a list of my payees if I click it (no bank details here).

However, to make a payment you have to click "Pay existing payee" on the left, then follow the procedure. After selecting the account to move money from, a new list of payees appears  - "Move money to" - with all the details this time.

MikeJXE

I am with Santander and never had a problem

I suggest doing it through the app as it is easier

No logging as the app is facial or finger print recognition 

dealyboy

Hi @SalveForOldSores ...
I'm also an OAP and a grumbler ... they changed the user interface a few months ago in Windows internet banking and bolted on a new payment process to the existing website's 'Payments & transfers'.

As @grumbler says you need to select the option you want from the left hand column menu which shows when you select 'Payments & transfers' at the top. As I say it's different but reasonably intuitive for all that. It has been done because of new regulations for security.

Please let us know if you have that left hand menu and can use 'Pay existing payee' (2nd one down) as @AmityNeon has stepped through (above).

SalveForOldSores

In reply to all above, I just switched-off the ISP provided Firewall and my VPN package and re-booted and tried again using MS Edge and then Google chrome. The problem still occurs.
Something is interfering with the transfer of format data for the "Payments" web-page and possibly interfering with parameter passing for service provider details.

I keep all my computers up-to-date as far as the Operating Systems are concerned, but, nevertheless, there have been a number of lengthy Windows 11 updates over the last week and a half which may be the culprit.

I assume that Santander IT would receive the server version of  these updates, if necessary, well in advance of the issue by MS to us consumer plebes ?

AmityNeon

SalveForOldSores said:

In reply to all above, I just switched-off the ISP provided Firewall and my VPN package and re-booted and tried again using MS Edge and then Google chrome. The problem still occurs.
Something is interfering with the transfer of format data for the "Payments" web-page and possibly interfering with parameter passing for service provider details.

Have you also tried a fresh installation of a non-Chromium browser, with no customisations or extensions whatsoever?

You could also try another computer, or even a virtual machine (e.g. Windows Sandbox).

SalveForOldSores

MikeJXE said:

I am with Santander and never had a problem

I suggest doing it through the app as it is easier

No logging as the app is facial or finger print recognition 

The app is Android only and that means me using a small 10 inch tablet touch-screen - I don't like doing financial transactions on a screen where the characters are like reading direct from a micro-dot and where the digital touch is so flighty, over sensitive and inconsistent to the touch that errors are easily made. Give me a full size screen and a keyboard everytime.

 I wonder how many of the Santander staff doing key-punch operations with volume financial data have to rely on touch-screen input.

They only other alternative is to create an android dual boot on my desktop, so that I can retain access to the full-size screen and keyboard or install Bluestacks or similar emulator on to the Windows system . . . . as I said "Do-it-yourself" customer service.

They've certainly got the younger generation brainwashed with the "Don't bother us with your customer problems, do a workaround" . . . the complete opposite of what the situation was 40 years . . . when service providers did what was on the side of the tin.

molerat

I am using Firefox on W10 with UBlock turned off for Santander and all is working OK.