Santander stopping alerts - why would they do that?

UncleK

I've just received a message on my Sainsbury's credit card app - soon to be NatWest - that I can now set up text message notifications whenever purchases are made above a certain amount that I set myself.
Crikey - what an innovation - if only Santander had thought of that!

alpacaman1

I have just received the email saying that alerts will stop on my current account. 
These 2, in particular are important to me, to inform me if a fraud is occurring:
- When your account balance falls below a limit you’ve set
- When you take more money out of your account than a limit you’ve set

I was an IT Architect on banking systems, and in this world of increasing fraud, this seems a retrograde step. Maybe the fact that banks now have to compensate customers within 5 days who have been subject to fraud means Santander don't see the the importance of these alerts now.    

eskbanker

alpacaman1 said:

Maybe the fact that banks now have to compensate customers within 5 days who have been subject to fraud means Santander don't see the the importance of these alerts now.    

The reimbursement obligations you refer to relate only to APP fraud, which by definition involves the account holder knowingly making the transaction via app or online banking, and is therefore unrelated to alerts for activity that the account holder needs/wants to be notified about.

rocky53

I certainly agree it is a backward step. They claim to take our safety very seriously, but they want to remove the quickest and easiest (ie automated) way to alert us to a potential problem. Yes they  probably want us to use the banking app. I don't use it because if someone steels your phone and hacks it, they can do what they like because Santander is still sending OTP to phones and Email. Phone banking fraud has increased dramatically. I have registered a complaint. Maybe if enough of us do the publicity might make them think again. If not - I'm out

UncleK

What's the best way to register a complaint? Did you call them?

rocky53

UncleK said:

What's the best way to register a complaint? Did you call them?

You can log in to your account. Click on chat. Say "make a complaint". It should give you telephone and email options. All the FAQ don't include how to make a complaint  . I called them and the assistant went off to check if I could keep the alerts. Even with POA for my mum's account as well, the answer was no. So he has registered a complaint for me (I hope). Will probably write one as well.

UncleK

Okay - I was hoping for an email option - sounds like that's via the chat. Up until now I have found the chat function spectacularly useless - I will try - starting from a low base of expectations...............

eskbanker

rocky53 said:

UncleK said:

What's the best way to register a complaint? Did you call them?

You can log in to your account. Click on chat. Say "make a complaint". It should give you telephone and email options. All the FAQ don't include how to make a complaint 

How to complain | Santander UK is linked from the 'contact us' FAQ, under the 'manage your account' category.

UncleK

There is no email address.......................

RedImp_2

Must admit haven’t found the alerts very timely normally I’ve moved money in or out to change the balance long before I get the alert .