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.

[OldChestNuts]

I just on the phone to the letting agent telling them that my rent will be late and explained to them about the bank issue. They weren't interested and they just wanted to charge £25. That is really unfair.

[gulliver1]

14,39 , just tell them Danny sent you ,

[Buenchico]

Odd. I called in at the Ipswich branch of Santander yesterday. The guy on the door asked me what my banking requirements were and I told him that I'd like to reactivate one account, that they were about to make dormant, by transferring the funds from an already dormant account into it (with the dormant account then being closed). He said that he could do that himself and scuttled off to find a colleague to cover his door duties for him. I was the shown into an office and everything was sorted out quickly and easily for me. (The branch was fully open to customers, with no references to access being limited to vulnerable people. Customers were being allowed inside to engage with counter staff or, to save them waiting in the queues outside, just to use the internal cash machines).

Your simplest solution though would be to book a telephone appointment with your branch. They're available in 45 minute slots and, based upon what I've just seen when I looked at the details for their Ipswich branch, there are loads of slots available tomorrow.

To book an appointment, start here:
https://booking.santander.co.uk/branch-appointment-booking/?stepNo=1

[Hopkirk]

I'm with Santander, and had no problem going into a branch recently. Perhaps you need to be more demanding at your branch and refuse to be fobbed off.

[OldChestNuts]

Buenchico, I just clicked onto the link you provided. It is telephone call only. They won't be able to reset the log on details as they need to see my ID. The branch would be able to do it.

I have sent an email to customer service to ask them to help to resolve. Still waiting for response. Probably will not get one.

[New Judge]

//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.//

Indeed. See the last part of my latest answer to this question:

https://www.theanswerbank.co.uk/News/Question1718692-4.html#answer-12551154

[Jackdaw33]

NJ is correct. Coronavirus is now blamed for anything and everything as an excuse for poor service, even though it may have sweet all to do with the virus.

[iluvmargie]

^ Ditto, totally agree.

[Buenchico]

OCN: Use the telephone service to make initial contact with your branch. If they need you to attend in person, they'll then give you a physical appointment, with the person on the door being told that you're expected.

(You might find though that, after they've asked you some security questions, you can deal with the matter over the phone anyway. Their website said that I'd need to provide my passport and proof of address for my visit yesterday but they weren't actually needed at all. You might find that the requirement to attend in person can be similarly relaxed).

[Mamyalynne]

It's very disappointing that you aren't having the same success as those who have responded - hope you get sorted soon.

[OldChestNuts]

Buenchico, thanks you have a clear thinking for suggesting that I make the phone call appointment to make an initial human contact. I have just done that and secured an appointment in two weeks time.
Thanks for all the help here. Have a nice day everyone.

[-SharonA-]

I had problems logging in today, but this last hour it has come back.

[Hopkirk]

Two weeks?!?

I wouldn't accept two days.

[fiction-factory]

Systems at Santander were all down today. I tried to log in numerous times on different devices and just got a message saying the problem may either be with my server or because I'm using a bookmarked page.
I rang but was kept hanging for over 30 mins so gave up. I then rang again and got a message saying their phone service regarding login queries was down so try later.
I looked at twitter and found they had tried to put in a new server and it wasn't working. Lots of unhappy tweets saying why do it today on pay day- lots of companies saying staff hadn't been paid or house purchase transfers couldn't go through.
Yet their main page said "no known service problems". Why they can't just put up a note saying "sorry, bear with us, these are your options"

[Maydup]

I wouldn't accept 2 weeks either. The door keeper at our local Santander is the most cheerful person on the High Street; and I don't even bank there! Yours doesn't deserve the job by the sound of it.

If only we could come with you and give him/her a piece of our minds. Please go back once more and insist on speaking to someone. Explain that you are vulnerable as you are incurring rent penalties and need additional support. You might be lucky and find its a different door person on shift, but if not ask for the supervisor.

[Jackdaw33]

Thank God I'm not with Santander. Then again, what can you expect from a bunch of Spaniards.

[Hopkirk]

It's all very odd because I have always found Santander excellent.

[jourdain2]

Just tell them you have chest problems (not that they are supposed to ask why you are vulnerable). I sympathise with you greatly. MrJ2 keeps being locked out of his account and this year it was 4 times over a 6-week period - so whatever you do don't change your account to Nat. West. Last weekend his account was closed again when he tried to pay 2 biggish bills on line. A phone call to a special number he was given (due to all the other errors) resulted in a frustrating conversation with a patronising 12-yr-old girl (or so he said).
I took his card on Mon. and tried to use it for a tiny bill (u.£20)at local Tesco's - no go. Tried in the cash machine and got 'your card is inactive'. Eventually, more long phone-calls later until he got someone sensible, it transpired that because he doesn't normally pay 2 biggish sums in a couple of days they had cancelled it! Now back to normal and he's definitely stopped doing internet banking and has asked for statements by paper and a cheque-book. Hooray!

If everyone did that the banks would have to be more co-operative.

[Tuvok]

Found this page

https://www.santander.co.uk/personal/support/customer-support/trouble-logging-on-to-online-banking