Santander Edge UPDATE

SueP19

On Thursday I set about upgrading my santander current account to an Edge account, bare with it, it's a long one

Simple online it said, except it said I wasn't eligible to transfer from one to the other, ok so let's open a new one and close the old one 😉 

Went through the online process and received confirmation emails

Next email was about ID and this is where it gets funny, they said I was fine but proof of ID and address was needed for hubby

Fine, current drivers licence and HMRC letter within 12 months stating address and NI number. Went to upload and it wanted ID from me, first phone call

Sorted but then rejected the proof of address, 2nd call. Can you up load a statement from his other bank (Nationwide, october 2024), done

Uploaded said statement, rejected!!!

Have now uploaded car insurance letter from a month ago

Is this common and does anyone have an idea why they were rejected 

They told me (a guess by customer services)  the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

After 16 years (Joint account) I'm quite irritated

UPDATE: 18th November 

So I called this morning and gave a bullet point on what has happened and she went off to the applications team
This is what she came back with
1) HMRC rejected because it mentions tax year 22/23 ( met the online criteria as it was date within 12 months-10/7/24)
2) Nationwide statement reject as had initials, was downloaded and screenshot
3) Insurance letter rejected as not a utility bill

They asked for a passport which we don't have

I have made a complaint, the hmrc meets the criteria, they are manipulating the criteria to reject the application. 

UPDATE: 19th November 

So complaints rang and informed me, plain and simple, my proof of address was inadequate. That they had told me to get a paper Nationwide statement. I told her i had checked with NW and the statement would only have initials on. I told her the HMRC letter fit the criteria, so she put me on hold. She came back and said the HMRC letter was out of date and dated 2022, I refuted this, to which she demanded what date it had on it, 10th July 2024. At that point she put me on hold for ages to check and came back with sorry your proof of address has been denied and there was nothing I could do.

I said yes I could leave, she immediately put me on hold and then referred me to the "executive team"

I think it's fair to say I no longer feel comfortable banking with Santander 

35har1old

I am a current customer with a joint Edge Up account .Customer for at least 20 years
Have applied for Edge account jointly roughly 2 months ago no requirement to upload any new information.
2 Edge savers opened as well

SueP19

35har1old said:

I am a current customer with a joint Edge Up account .Customer for at least 20 years
Have applied for Edge account jointly roughly 2 months ago no requirement to upload any new information.
2 Edge savers opened as well

Thanks, I did think it a bit off, I'm going to call them Monday about it 

Stargunner

SueP19 said:

On Thursday I set about upgrading my santander current account to an Edge account, bare with it, it's a long one

Simple online it said, except it said I wasn't eligible to transfer from one to the other, ok so let's open a new one and close the old one 😉 

Went through the online process and received confirmation emails

Next email was about ID and this is where it gets funny, they said I was fine but proof of ID and address was needed for hubby

Fine, current drivers licence and HMRC letter within 12 months stating address and NI number. Went to upload and it wanted ID from me, first phone call

Sorted but then rejected the proof of address, 2nd call. Can you up load a statement from his other bank (Nationwide, october 2024), done

Uploaded said statement, rejected!!!

Have now uploaded car insurance letter from a month ago

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

After 16 years (Joint account) I'm quite irritated

You have answered your own question.

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

SueP19

Stargunner said:

SueP19 said:

On Thursday I set about upgrading my santander current account to an Edge account, bare with it, it's a long one

Simple online it said, except it said I wasn't eligible to transfer from one to the other, ok so let's open a new one and close the old one 😉 

Went through the online process and received confirmation emails

Next email was about ID and this is where it gets funny, they said I was fine but proof of ID and address was needed for hubby

Fine, current drivers licence and HMRC letter within 12 months stating address and NI number. Went to upload and it wanted ID from me, first phone call

Sorted but then rejected the proof of address, 2nd call. Can you up load a statement from his other bank (Nationwide, october 2024), done

Uploaded said statement, rejected!!!

Have now uploaded car insurance letter from a month ago

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

After 16 years (Joint account) I'm quite irritated

You have answered your own question.

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

Not quite, you see you don't get to speak to the people rejecting it nor is there a record of why, they were guesses from customer services

My question was .....has anyone had a similar experience? I'm trying to gauge if it's me or is this normal 

Stargunner

SueP19 said:

Stargunner said:

SueP19 said:

On Thursday I set about upgrading my santander current account to an Edge account, bare with it, it's a long one

Simple online it said, except it said I wasn't eligible to transfer from one to the other, ok so let's open a new one and close the old one 😉 

Went through the online process and received confirmation emails

Next email was about ID and this is where it gets funny, they said I was fine but proof of ID and address was needed for hubby

Fine, current drivers licence and HMRC letter within 12 months stating address and NI number. Went to upload and it wanted ID from me, first phone call

Sorted but then rejected the proof of address, 2nd call. Can you up load a statement from his other bank (Nationwide, october 2024), done

Uploaded said statement, rejected!!!

Have now uploaded car insurance letter from a month ago

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

After 16 years (Joint account) I'm quite irritated

You have answered your own question.

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

Not quite, you see you don't get to speak to the people rejecting it nor is there a record of why, they were guesses from customer services

My question was .....has anyone had a similar experience? I'm trying to gauge if it's me or is this normal 

You didn’t say they were guesses, so I assumed that they were the actual reasons, because they sound  like genuine reasons for rejection.

When I switched my sole and joint accounts to edge accounts they were straight forward and  I didn’t need to provide any proofs of ID.

SueP19

Stargunner said:

SueP19 said:

Stargunner said:

SueP19 said:

On Thursday I set about upgrading my santander current account to an Edge account, bare with it, it's a long one

Simple online it said, except it said I wasn't eligible to transfer from one to the other, ok so let's open a new one and close the old one 😉 

Went through the online process and received confirmation emails

Next email was about ID and this is where it gets funny, they said I was fine but proof of ID and address was needed for hubby

Fine, current drivers licence and HMRC letter within 12 months stating address and NI number. Went to upload and it wanted ID from me, first phone call

Sorted but then rejected the proof of address, 2nd call. Can you up load a statement from his other bank (Nationwide, october 2024), done

Uploaded said statement, rejected!!!

Have now uploaded car insurance letter from a month ago

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

After 16 years (Joint account) I'm quite irritated

You have answered your own question.

Is this common and does anyone have an idea why they were rejected 

They told me the bottom of the HMRC document was missing and it didn't have his full name on, the NW statement said an initial not full name

Not quite, you see you don't get to speak to the people rejecting it nor is there a record of why, they were guesses from customer services

My question was .....has anyone had a similar experience? I'm trying to gauge if it's me or is this normal 

You didn’t say they were guesses, so I assumed that they were the actual reasons, because they sound  like genuine reasons for rejection.

When I switched my sole and joint accounts to edge accounts they were straight forward and  I didn’t need to provide any proofs of ID.

Yes sorry I suddenly realised when you commented that I had omitted that bit

It should be straight forward, surely a bank statement from nationwide should be good enough, as well as a driving licence with address on, a letter from Axa and  letter from HNRC all with the address on......tbh I give up if that's not sufficient. They dud say that the tax letter was out if date due to referring to 22/23 tax year, until I pointed out it was dated June this year !!! 

xylophone

 bare with it, it's a long one

Ooh, you are awful.....but I like you (Apologies to !!!!!! Emery).

I had a 123 account when I applied for Edge (not upgrading one to the other, I have kept the 123).

I wasn't asked for any additional identification.

xylophone

I've just noticed the exclamation marks above which seem to have been inserted by some forum algorithm!

For heaven's sake, what next!

We can no longer mention  "any Tom, D.... or Harry?

And what about that suet pudding of our childhood?  My dear old grannie made  spotted d...... for  many a Sunday lunch.

And the golden custard poured on top.....ah, the dear dead days beyond recall....

SueP19

xylophone said:

 bare with it, it's a long one

Ooh, you are awful.....but I like you (Apologies to !!!!!! Emery).

I had a 123 account when I applied for Edge (not upgrading one to the other, I have kept the 123).

I wasn't asked for any additional identification.

Love the reference and yep I am 🤣🤣

flaneurs_lobster

I've got ~80 accounts with maybe 40 institutions of all sorts. One thing I've learnt is that the application processes vary from the worryingly simple right up to ludicrously overwrought.

If you want the product then you have to go with the process, if the computer says no then either ask why and re-submit or walk away. It's rarely the case that a product is so advantageous or market-leading (at that moment) that it's worth getting annoyed or frustrated about.

Chill.

PS, if the product is one from an institution with bricks'n'mortar (and you are able to access it) I've generally found that the staff will be only too pleased to assist with the process.