Santander Branch Refuse Service

[OldChestNuts]

My online account has been locked out so can't transfer any money to other account for bills payment. In order to reset the log on details, the advise is to get into branch to ask staff to reset.
Been to the branch and that say they can't do it. I can't even pass through the guess at the door! They won't even let me in to speak to the staff. They say they only allow vulnerable people in.

So I am stuck with no means of paying the bills.

[JJ109]

Ring them up and do it via the phone!

[bednobs]

why has the online account been locked out? i ask because im having trouble accessing my account on chrome today, but can do so from my phone. Have you another device you could try from?
Alternatively do you have telephone banking?

[bhg481]

Can't you telephone?

[OldChestNuts]

There is no telephone service. Online chat is talking to a robot.

[dannyk13]

If it was me I would be thinking of changing my account to a more amenable bank.

[OldChestNuts]

When I phoned them, the answer machine says due to technical problem, you can't talk to anyone. So went onto the live chat, and it turned out I am chatting to a robot.
This bank need provide better service. What's wrong with them, they can't keeps on blaming Covid 19 for poor service or no service when customer needed most.

[bednobs]

any answer to my question?

[chelle7272]

Which number are you calling?
I called them on the customer service number yesterday with no problem, there was no message about any difficulties 0800 9 123 123.
Online logging on issues number is 0800 917 9170 just tried it, no message about any problems there either at least no on initial menu

[OldChestNuts]

Ok thanks I will try that number.

The number I have been calling is 08009123123. When you wait for a while it will hang up after the message which says due to technical reasons.

[bednobs]

also, my online banking is now working again from my computer (if indeed that is the problem)

[OldChestNuts]

Just tried both numbers, a message still persist with due to technical problem, call back later...

[gulliver1]

14.04, Bit difficult when you are locked out of your account, and no means of access.

[dannyk13]

Gulliver // Bit difficult when you are locked out of your account, and no means of access.//
Nothing to prevent an account being opened with another bank and then, when it is unlocked,transferring funds from Santander.

[OldChestNuts]

The reason I was locked out is because they have changed the sort code (I think, because it's different to the one I got written down in my diary). I didn't realize that and kept on putting that sort code and then locked me out.
So I went to the branch this morning following the email I was sent from Santander asking me to go to the branch with my passport ID to get it reset.
But when I got to the branch, I was stopped by the door guard and saying branch access is only for vulnerable people.
For God sake, I am vulnerable now considering I can't pay my rents and bills on time.

[bhg481]

In fact most banks will organise the transfer for you when you open an account with them, so no contact with your old bank at all.

[bednobs]

go back and tell them you are vulnerable :) Limp a bit!
is it a personal account? I ask because i never have to put the sort code in to get on my internet banking. In fact i often go on there to find out what my sort code is :)

[OldChestNuts]

dannyk13, you are right I definitely need to open another reliable bank. But not easy to open bank account now right now. Most bank will not accept new customers at branch, only online.

[Mamyalynne]

Before you go back,print off the email they sent you that told you to go to Branch.

[OldChestNuts]

Bednob, thanks for the hint.
I think will need to get a walking stick and try again next week.

[bednobs]

they cant prove you are not vulnerable. most vulnerabilities are invisible anyway