Thousands of Santander customers locked out of app, telephone and internet banking
THOUSANDS of Santander customers are reporting issues accessing mobile and internet banking, as well as using the app. Customers are saying they’ve had payments rejected in supermarkets, cards aren’t working and even telephone banking is down. One unlucky customer said that his card didn’t work at the till in a major supermarket and so he […]
THOUSANDS of Santander customers are reporting issues accessing mobile and internet banking, as well as using the app.
Customers are saying they’ve had payments rejected in supermarkets, cards aren’t working and even telephone banking is down.
One unlucky customer said that his card didn’t work at the till in a major supermarket and so he was forced to put all his shopping back on the shelves.
The bank has told the Sun that it is aware of the issue and is working hard to get it resolved as soon as possible.
Customers first started reporting problems at around 8am this morning, and at the peak 1,708 people were logging the failure with DownDetector.co.uk.
Hundreds more are reporting the same issue on social media.
Of those who have flagged the issue to DownDetector, 53% are experiencing problems with mobile banking while 42% have said internet banking isn’t working.
Leonard said: “Went to local Iceland store. Payment rejected. Had to put everything back. Embarrassing.”
And Ian had the same problem, he replied: “Same with me… payment rejected 3 times… had to use my NatWest card.. felt a right wally.”
One customer was left furious after finding out his online shopping would be cancelled.
CT said: “This is ridiculous. It’s hard enough to get an online slot for shopping but now I finally have 1, Santander messes up again and rejects payment. I will lose my slot in under 2 hours. It is a joke.
“Literally in a sense blocking everyone’s bank accounts while you decide to make an effort. Cant even get through to anyone on phone. No way of getting any reassurance. Never right. Will definitely be changing banks in the near future. GET IT SORTED!!!!”
What to do if you can't access your money
If you can't access your money and you need to urgently, here's what to do:
- Visit your local branch as soon as you can.
- If you can’t get there, or it is closed, call your bank and ask for its guidance on what to do.
- If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
- Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
- If you still can’t access your money, begin gathering evidence for a complaint.
Other customers said that they were struggling to pay bills and that telephone banking wasn’t working either.
Elaine said: “Telephone Banking down, online Banking down and debit card not authorized for an online transaction. Help!”
And Sheila said: “Mobile, online, telephone banking and bank card all not working. How long will this take to sort? I have bills to pay.”
Santander has been carrying out planned maintenance work this weekend on its mobile and internet banking – but it is not yet clear whether this is what is causing the issue.
A Santander spokesperson told the Sun that the bank is very sorry for the trouble and inconvenience, that the issue was known and that people were working on fixing things.
They added that Santander is updating its social media channels, and customers can find the latest news there.
However, all the Santander UK Twitter page currently says is: “We’re currently aware of an issue affecting our services and we’re working hard to resolve the matter as soon as possible. We are sorry for any inconvenience.”
The Sun has asked how many people are affected and how long services are likely to be down for, and we will update this page when we know more.
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