Oaknorth Savings A/Cs

SevenOfNine

They've changed the T&C's, a/c holders can't share an email address now, including joint a/c holders.  OK, but there's no facility on-line when logged in to update email addresses!

We have a shared instant access & each have a separate individual a/c, none allow on-line change to be made. Surely if they're insisting, there should be a provision to make the change that doesn't involve a phone call!

janusd

send them an email - every time i've had reason to do that, they've replied within an hour (during business hours).

SevenOfNine

janusdesign said:

send them an email - every time i've had reason to do that, they've replied within an hour (during business hours).

Sent email, response was quick. For email change insist it can only be done on the phone, offered to call me at convenient time, but I called tried them again instead. 

This is the list of security info they asked for:
Full name
First line of address with postcode
Date of Birth
First & third letter of mother's maiden name
First & third letter of first pet
First & third letter of first job
First & third letter of bank a/c
First & third letter of sort code

I've never been asked ALL of the possible combination of security questions, & NEVER bits of my bank & sort code info. Apparently I can't even remove my email address altogether, so anyone who doesn't have a second option will have to set one up.

beefturnmail

What would happen if I just ignore their (so far only email) requests to change email?

SevenOfNine

beefturnmail said:

What would happen if I just ignore their (so far only email) requests to change email?

So far we have done nothing, but I've a formal complaint progressing & advised to expect an answer by 21st.

It's not so much that we must now supply separate emails, but that was an outrageous level of security questions for something we're given no options but to do with an operative over the phone.

No addition of a separate email address needs THAT level of questioning, since when have my bank a/c & sort code been part of Oaknorth's security questions!

BeachNut

beefturnmail said:

What would happen if I just ignore their (so far only email) requests to change email?

Probably you both won’t be able to log in since they send a code to your email address.

SevenOfNine

Oaknorth have officially rejected my complaint stating "when you call you may be asked a number of security questions". Yes, I accept that, I complained because they asked me all six PLUS 2 that aren't security questions - they related to my nominated bank a/c! 

Also, that their "conditions when you apply state during the application process we take steps to protect the security. For example, we will not allow you to share an email address already in use by another user" & quoting the "T&Cs dated 30 January 2024".

We opened the 1 year fixed joint a/c in June 2023, there was nothing preventing us then, in the existing T&Cs, preventing us from sharing the email address.

beefturnmail

Yeah I might just ignore - any attempt by them to restrict access to either of our accounts will be met with a complaint along the lines of - I didn't get the email you sent with the change of t & c as you sent it to my wife's/husband's (delete as appropriate) e-mail address and she/he doesn't allow me to read their emails.   

GeoffTF

You seem to be complaining that Oaknorth is doing too good a job. If someone tried to change the email address on one of my accounts, I would want the bank to be very thorough indeed.

beefturnmail

Not really, I'm perfectly happy with sharing the same e-mail address for the account with my wife - I don't want to change it.   My wife is also perfectly happy with the arrangement.   Oaknorth have unilaterally introduced the change as a 'safeguard' which I don't want and didn't ask for

xylophone

which I don't want and didn't ask for

OakNorth is a business.

It suits itself in what it does.

It simply has to ensure that its actions/corporate decisions don't annoy too many customers, which clearly would be corporate suicide!

For the rest....they just vote with their "digital" feet.....over to you....?