Help! Change to internet banking login

[icedms]

Hi I hope it's OK to post this here but i really need to make contact with current Santander customers.

 

My story starts a couple of weeks ago when I logged onto Santander online banking.

They were changing the login process and asked me to choose an image and a word,

which I assume was to overcome people loggin into a fake site.

I now see the image and the word to prove the site is legit.

 

Prior to this change I would login to Santander internet banking by inputting my:

Customer Id

Passcode

Registration number

 

I would then have to choose one from three images

Click a drop down list (the arrow) and choose from a range of options.

I can't remember them all except the one I would choose which was Travel & Leisure.

I believe these two things linked to each other.

I would then be logged in.

 

 

This part of the process wasn't about ensuring the site was legitimate

I would say it was about me proving I was legitimate.

 

 

And my guess would be that the drop down list had the same purpose of the images

but was there for people with visual impairments.

 

So I made the changes and on we merrily go

 

 

a couple of weeks later, when I try to login and the website tells me it doesn't recognise the computer I'm login in from

- which i found decidedly 'Big Brother'

 

Next it asked me a question, which was:

 

Q What is your fathers middle name?

 

This threw me a bit because my dad didn't have a middle name

 

After login back in a couple of times the question it asked had changed to:

 

Q What is your mothers middle name?

 

Again completely confused because my mother didn't have a middle name.

So I had no option but to ring Santander and I got through to the most arrogant, rude

and obnoxious person I've ever had the misfortune to have to speak to!

 

He told me I had given my parents middle, which is ridiculous because neither of them had one.

He said I had given them the details when I first joined internet banking

- well that was some years ago as I've been using a computer since the early 90's

and would have taken advantage of online banking

from Abbey National as soon as it became available.

 

I asked was providing my parents middle names part of some process where I wasn't allowed to move on

without providing one so had to put something. The man was just so rude.

 

Then I can't remember how but we got on to the change of the login process,

he told me I was wrong that choosing an image and an option from the drop down list had never been part of the banks loggin system.

That this system had been in place for a long time and it must have been years since I logged in

- is he insane I use my online banking almost every day.

 

I made a complaint to Santander and the letter they sent me back agreed with him that I was wrong chosing the image and the phrase from the drop down list has never been a part of their login process.

 

I'm feeling really offended now, they are treating me like I must be a daft person who can't remember what happened a couple of weeks ago. Please someone tell me that you agree with me, and fingers crossed someone remembers the date that the new login system changed. I really am outraged that they are telling me what I know to be correct is wrong and I don't know what I'm talking about.

[p3t3r]

hi,

i am concerned that your bank do not recognise the way in which you login.

 

is it possible you are logging into the correct website and not some malicious / fake website setup in an attempt to obtain further information from you so your bank account can be compromised?

[Ell-enn]

Did you receive an email stating they were changing their log in process ? it could be one of the fake emails sent out to trap you into giving your details

[icedms]

Hi thanks for the responses but I'm definately not login into a fake website and I'm 100% sure I've never logged into a fake site :

[silverfox1961]

Hi,

I am confused. I use the Santander login regularly and once I have put my log in reference number in, I get the image and the phrase I use and then the input the 5 digit passcode.

 

The only time I get 'computer not recognised' is when I have done a PC clean and it wipes out all my cookies and then it only ever asks me for my place of birth. Once that is done, I'm in.

 

The only way I think a drop down box would appear is if there is two (or more) separate named accounts but I find that difficult as I have 3 accounts with Santander and they are all linked.

 

As bad as it sounds, I think the only way to get to the bottom of this is to visit the branch nearest to you and stay until they can give some clarity.

[reallymadwoman]

I'd say the same as silverfox. I've been with Santander since well before they were Santander and the image and phrase combination has been in place for a very long time.

 

I would add that if I input my customer reference number slightly wrong (I don't leave even my own computer set to recognise me, but I am paranoid about hacking!) it will say it doesn't recognise my computer, which is my clue that I've put the number in wrong. When another customer wrongly put my reference number into their computer and didn't work out their error and tried to continue logging in, it caused absolute havoc for both of us.