Santander - Say I can't use their app.

GrumpyMonkey1959

Hello,

I told Santander I didn't want OTP sent to my phone when using online banking, as I wouldn't always have a phone with me, may not have signal or be abroad without roaming. I asked them to send the codes via email. The first person I spoke to said "phones a mandated by the FSA, email can't be used" (paraphrased). I found out pretty quickly that's not true. The second person sorted it and set me up for email OTP when required. What they didn't tell me was I can no longer use the app. When I tried to, I was blocked from online access. The third person told me I have to delete the app permanently. Their systems won't allow the use of both methods.

Anyone else had this issue? I think it's brain dead stupid. I suspect there probably isn't a technical reason both methods can't be used. I can still access my account via a browser on my phone, but I think that may be a more vulnerable method on a phone.

Shakin_Steve

If you haven't got a phone with you when out and about, how would you pick up the email OTP?

Bridlington1

Shakin_Steve said:

If you haven't got a phone with you when out and about, how would you pick up the email OTP?

They could have taken their laptop or tablet with them and connected to some free wifi.

Stargunner

It is hardly brain dead stupid. It is probably for security reasons. If you are not prepared to allow OTP’s to be sent to uour phone, then you can’t use their app, simples.
You say that you may be abroad without roaming. You dont need roaming on to receive texts and it doesn’t cost to receive texts abroad.
if uou are somewhere without a signal why would you need access to mobile banking?
From reading your post your forum username seems very appropriate 😂

friolento

Bridlington1 said:

Shakin_Steve said:

If you haven't got a phone with you when out and about, how would you pick up the email OTP?

They could have taken their laptop or tablet with them and connected to some free wifi.

If so, they could link their phone to their laptop or tablet. Certainly works with my Windows laptop and iPhone

Shakin_Steve

Bridlington1 said:

Shakin_Steve said:

If you haven't got a phone with you when out and about, how would you pick up the email OTP?

They could have taken their laptop or tablet with them and connected to some free wifi.

Yes, of course, because it's much easier to carry either of those than a massive mobile phone. 🫢

eDicky

Stargunner said

You say that you may be abroad without roaming. You dont need roaming on to receive texts and it doesn’t cost to receive texts abroad.

Not quite true - roaming needs to be enabled in order to connect to a local network and receive SMS texts. As you say, incoming SMS are never chargeable.

GrumpyMonkey1959

They have now locked my account and the only way to unlock it by post which will over a week. After over 20years it's goodbye Santander.

Hoenir

GrumpyMonkey1959 said:

They have now locked my account and the only way to unlock it by post which will over a week. After over 20years it's goodbye Santander.

Santander aren't going to be bothered.