Santander to Tandem transfer problems.

lohr500

Has anyone else struggled to make a payment between their Santander and Tandem accounts?

I set up a new Tandem a/c today and tried to transfer around £14k from my Santander Edge account using the open banking facility on the Tandem App.

Santander blocked the transaction and also blocked my online Santander access.
Frustrating but I guess they were concerned over possible fraud.

After a 40 minute hold to their fraud prevention team I spoke to a lady and explained the situation. She asked a series of fraud related questions and then unblocked my Santander access. She advised me to make the Tandem transfer from my Santander online banking, rather than using the Tandem open banking route.

I did this and initiated a trial transfer of £100.00 to Tandem to test the payment. This payment has now been blocked and my Santander a/c is locked again. 

So I am now in another queue to talk to the Santander fraud team.

Frustration has now turned to annoyance. It shouldn't be this difficult.

boingy

Santander and blocked payments seems to be a recurring theme on this forum. I'd dump them as soon as the account is unblocked.

lohr500

I might just move on especially if I can pick up a transfer bonus !!

Finally got through to the fraud department on the 2nd call and it is all sorted now. They moved the full amount for me as well which potentially saved another round of fraud questions.

GeoffTF

lohr500 said:

I might just move on especially if I can pick up a transfer bonus !!

Finally got through to the fraud department on the 2nd call and it is all sorted now. They moved the full amount for me as well which potentially saved another round of fraud questions.

From my experience:

(1). Sending an online test transaction of £1 is more likely to succeed than sending £100.

(2). Sending the balance over the phone rather than online would most likely have saved you a lot of trouble.

(3). It is best to send the balance in one go if you can.

Nonetheless, Santander keeps changing its MO to keep the scammers on the wrong foot.

lohr500

Other than the long wait, I had no objection to the fraud check on the 1st call. The bank was acting responsibly and potentially there could have been a scam in progress.

What really annoyed me was when the block kicked in for a 2nd time after receiving reassurance on the 1st call that subsequent transfers would be OK.

Had the calls been answered in a minute or so, rather than 40 and 30 minutes, I would also have been less hacked off. Still, in the scale of things I guess it is a minor inconvenience. Rant over!!

friolento

lohr500 said:

Other than the long wait, I had no objection to the fraud check on the 1st call. The bank was acting responsibly and potentially there could have been a scam in progress.

What really annoyed me was when the block kicked in for a 2nd time after receiving reassurance on the 1st call that subsequent transfers would be OK.

Had the calls been answered in a minute or so, rather than 40 and 30 minutes, I would also have been less hacked off. Still, in the scale of things I guess it is a minor inconvenience. Rant over!!

I would raise a formal complaint with Santander if I were you. It's the only way to tell them that you are unhappy with their checks.

GeoffTF

lohr500 said:

What really annoyed me was when the block kicked in for a 2nd time after receiving reassurance on the 1st call that subsequent transfers would be OK.

That seems to be par for the course.

lohr500 said:

Had the calls been answered in a minute or so, rather than 40 and 30 minutes, I would also have been less hacked off. Still, in the scale of things I guess it is a minor inconvenience.

The last two calls I made to the Select customer service (for blocked debit card payments) were answered quickly (after I had been given an estimated wait time), and I was transferred to security quickly too. A year or so ago, I give up after 20 minutes on hold, but got through quickly when I tried again in the mid-afternoon.

Jordan72

Just transferred £2K to Tandem from Santander, using Open Banking, with no problems.

lohr500

I wonder if they have changed their scam filtering logic with regard to Tandem transfers?
Perhaps on Monday when Tandem launched the 5% easy access rate, Santander got hit with loads of transfer requests via open banking and alarm bells started ringing.