New Santander App - deposting cheques not working

GrowsHisOwnApricots

The new Santander App now has a function to deposit cheques.  However, it isn't working for me.  Samsung S21 or Samsung S10.  It used to work on the old app.  It reads the data in off the cheque but then tells me that the photo is of poor quality.  When I finally got through to the "help" desk.  I was told that "the app is working, it is telling you what the problem is".  I asked how the image could be of poor quality if the data was being read correctly. This didn't get a logical answer.  I asked how I could improve the quality given the excellent lighting, contrast background, good lens and high resolution camera.  Eventually they said the issue was the cheque was of "poor quality".  I said that as a human being in the real world I could affirm that the cheque was not of poor quality and it was the problem with the app if it could not recognise the cheque as acceptable.  "No the app is working because it is telling you what the problem is." If Santander are rejecting all feedback that the app isn't working in certain the real world situations and telling everyone that there have been no complaints - how will it ever get fixed?  Anyone else have real world problems with paying in cheques on the new app?   

EssexExile

It worked fine last time I used it. If I remember correctly as I was preparing to take the photo it kept say "too close" or "too far" all the time but I just took the pictures anyway and it worked.

HillStreetBlues

EssexExile said:

It worked fine last time I used it. If I remember correctly as I was preparing to take the photo it kept say "too close" or "too far" all the time but I just took the pictures anyway and it worked.

When taking a photo of a cheque, it's up a bit, left a bit, down a bit, right a bit, I feel like Bernie the Bolt

GrowsHisOwnApricots

I have got past all the positioning issues.  The white box forms round the edges of the cheque, it even reads the data, sometimes even correctly, but right at the end it says poor quality image and sends you round an endless loop.

Olinda99

HillStreetBlues said:

EssexExile said:

It worked fine last time I used it. If I remember correctly as I was preparing to take the photo it kept say "too close" or "too far" all the time but I just took the pictures anyway and it worked.

When taking a photo of a cheque, it's up a bit, left a bit, down a bit, right a bit, I feel like Bernie the Bolt

didn't used to be Heinz?

Rudyson

Olinda99 said:

HillStreetBlues said:

EssexExile said:

It worked fine last time I used it. If I remember correctly as I was preparing to take the photo it kept say "too close" or "too far" all the time but I just took the pictures anyway and it worked.

When taking a photo of a cheque, it's up a bit, left a bit, down a bit, right a bit, I feel like Bernie the Bolt

didn't used to be Heinz?

First Heinz, then Bernie (or the other way round)

sausage_time

I only remember Bernie, so suspect he was later.  Essential Sunday viewing!

inspectorperez

This feature is as I have found very flaky. Works for some and not for others.

I have tried this app with 4 different cheques, all of which were made out in typed font (black ink) and perfectly legible with numbers and words agreeing etc. I each case the tick appeared at the end of the process signifying that the images were accepted and the cheque details were confirmed. 3 of the 4 appeared in the balance next day. The 4th did not.

Subsequent enquiries with Santander were absolutely hopeless. Eventually by persistence, I found out that the image had been captured correctly but they could not explain why it had not been recorded in my account. In the meantime Santander sent me a really helpful (not) letter suggesting I contact the payer and ask for a replacement cheque.

Being ready to give up the ghost at this stage, I hopped on a bus to my nearest branch, paid the cheque in which was cleared following day.

Can't say I'm impressed and wonder whether it is still in beta stage.

MACKEM99

HillStreetBlues said:

EssexExile said:

It worked fine last time I used it. If I remember correctly as I was preparing to take the photo it kept say "too close" or "too far" all the time but I just took the pictures anyway and it worked.

When taking a photo of a cheque, it's up a bit, left a bit, down a bit, right a bit, I feel like Bernie the Bolt

Thanks for calling the golden shot.  😃

Bengal21

I've used the Santander cheque app in the past, it's mostly worked well, especially in good light with a contrasting background.

BikingBud

Still not working.

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