Santander - and maybe other banks requiring renewed verification for mobile banking

Flyingkidney

I believe this is something to do with new legal, and presumably fraud prevention legislation.
My Santander app started coming up with a message that I needed to provide verification info and finance info or some transaction/banking options would be restricted. However it does NOT tell you what info will be required. I went into a branch to query and was treated quite rudely, without leaving with the needed info. As a vulnerable customer I found this somewhat disturbing
I eventually managed to get a secure chat going on the site to find out how to proceed.
At no point are you able to find out in advance WHAT info is needed.
So I THINK, I've completed the procedure, honestly & correctly. It includes biometric verification as well as income, from state & or savings. I ASSUME it means just from the Santander accounts! Its not stated!
I've included a screenshot for anyone to check incase you need to do this.

If anyone comes across this I've provided a screenshot of the link of 'whats required'

eskbanker

Don't those numbered entries each take you to the relevant detail pages?

Flyingkidney

Yes. My point is about knowing what is going to be asked in ADVANCE.

A simple note in an email or secure message with that info would have been immensely helpful. Or being provided when I went into the bank.
And far be far more useful then trying to juggle & add up annual interest on a small phone screen

eskbanker

Yes, can see why it would be more convenient to identify up front what would be needed, but does the app allow you to dip in and out of the detail pages individually without completing them in sequence, or to save and exit when part way through the process rather than having to do so in one go?

Flyingkidney

You have to have all the information to hand, before you can't save or come back to the process.
It wasn't until I started that I was able to see the above list.
I'm pretty sure I'm not going to be the only mobile customer that is gonna come stuck with this!

eskbanker

https://forums.moneysavingexpert.com/discussion/comment/82129915#Comment_82129915

If it's any consolation, you're far from alone!

https://forums.moneysavingexpert.com/discussion/6678684/santander-app-verify-id-problems

https://forums.moneysavingexpert.com/discussion/6679032/santander-id-and-income-check

https://forums.moneysavingexpert.com/discussion/6680051/santander-banking-app-asking-to-update-details

etc…

Flyingkidney

I'm now wondering if I'm one of the guinea pigs..
https://ffnews.com/news/uk-finance-and-major-banks-launch-digital-verification-service-to-combat-fraud

But at no point did Santander mention this was voluntary, and in fact they did minimise some of my banking options after the warning kept popping up at every login.
Fun, I've now handed over biometrics to yet another co. Thinking of swapping to nationwide anyway, but that's another day!

friolento

https://forums.moneysavingexpert.com/discussion/comment/82130046#Comment_82130046

How did Santander minimise some of your banking options?

flaneurs_lobster

https://forums.moneysavingexpert.com/discussion/comment/82130058#Comment_82130058

.. and what functions did they restrict/remove access to?

Nasqueron

You should also note that bank branch staff are not part of the security team and may well not be trained or briefed on these processes, going into branch for security stuff is usually the third or fourth option after secure messages, chat, phone then visit if advised by previous messages.

redux

I had a problem, now resolved, which may or may not be related to this.

New current account, savings account, then not much later outgoing and incoming transactions would not work. Phoned fraud team. Account temporarily blocked for extra security check. No extra info asked from me.

I filed a complaint, saying these transactions were as innocuous as could be and shouldn't have set anything off.

Complaints team phoned the next day to ask a bit more explanation. She phoned me again this morning. Block removed yesterday. Tried sample transaction while on phone. Ok.