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Santander Online Banking

Posted: Mon Apr 19, 2021 7:18pm
4 replies142 views4 members subscribed
Heidi1970

Posts: 3

Location: Altea

Joined: 19 Apr 2021

Hello All,

I am new to this forum but very glad I have found it! Firstly, apologies for the length of this email. I do not live in Spain but have a holiday home in Altea and visited Santander Bank a few years ago when it took over from Banco Popular. Santander needed new KYC (identification documents) for their records which I brought to their satisfaction. I wanted to set up online banking and was given my unique “document number” and was told I just needed to log on and follow the website prompts in order to acquire my “passcode”.  To enable me to obtain my “passcode” the website needed my document number which I supplied as well as my Spanish mobile number - here lieth the problem - as explained to the bank worker who was dealing with my updated KYC, as I do not live in Spain, I do not have a Spanish mobile. She said that it was not a problem but when I logged on to their website I could not proceed to obtain my passcode without my Spanish mobile number. I tried to insert my Spanish land line number (which the bank has on my file) but this was not acceptable. Due to the pandemic I have not been able to visit Spain for nearly 18 months now and do not envisage being able to get over for a further year. To cut a very long story short, the bank has said that unless I visit the branch (which I have been told has now closed) I cannot obtain my passcode and that they have posted it to me. I have had my Mail checked in Spain despite me asking them to send it to my residential address and “nada”. As I was worried that funds for paying bills would deplete, I wired money to my account, emailed the bank informing them of the same. I did not receive a response from the bank AND THE WIRE WAS RETURNED WITH NO REASON! After repeated emails from me someone responded saying the wire was returned as my account has a full stop on it as the bank requires updated KYC AND, in order to satisfy the bank of the same, I need to log on to my account and answer certain questions! I CAN’T LOG ON WITHOUT THE PASSCODE and the bank will not assist further, ignoring my emails, which I hasten to add with the help of Google Translate are sent in Spanish. I am beside myself as I am worried funds will run out and utilities will be shut off. Has anyone got any pearls of wisdom apart from closing my account and moving to a different bank? Would be most grateful for your thoughts (or as many email addresses for personnel at Santander that I could try in the hope of some assistance).

Many thanks,

Heidi

Stephanie86

Posted: Tue Apr 20, 2021 2:55pm

Stephanie86

Legendary helpful member

Posts: 2748

2065 helpful points

Location: Lliber

Joined: 4 May 2017

Posted: Tue Apr 20, 2021 2:55pm

Although this may involve you in some expense, it may be worth giving Power of Attorney either to an abogado (lawyer) or a totally trusted friend in Spain so they may act on your behalf. 

Heidi1970

Posted: Tue Apr 20, 2021 6:17pm

Heidi1970

Original Poster

Posts: 3

Location: Altea

Joined: 19 Apr 2021

Posted: Tue Apr 20, 2021 6:17pm

Stephanie86 wrote on Tue Apr 20, 2021 2:55pm:

Although this may involve you in some expense, it may be worth giving Power of Attorney either to an abogado (lawyer) or a totally trusted friend in Spain so they may act on your behalf. 

Many thanks for getting back to me and for the advice!

Trev55

Posted: Mon Apr 26, 2021 1:08pm

Posts: 34

4 helpful points

Location: Playa Flamenca

Joined: 7 Oct 2019

Posted: Mon Apr 26, 2021 1:08pm

We had the same problem with them constantly informing us that we hadn't completed our Country of Residence for Tax Purposes forms although we had sent them three times by Registered Post to Madrid and received letters to our UK address in Jan 2020 confirming we had completed the forms. We also between March and June 2020 sent copies three times  by email and registered post to the Branch Manager at our Branch in Torrevieja who ignored them.

The only way we got some action was by emailing the CEO of Santander UK to ask if he could help,His  email address  is [email protected]. They passed it on to the CEO executive office in Madrid and I suddenly got a phone call from my Branch Manager who agreed to get our account running properly (it seems large parts of the Banco Popular computer systems were not compatible with Santander).

I also received an email from Santander Complaints who had investigated and reprimanded the Branch concerned. I suggest you email to Atencion Asuntos Especiales   at email [email protected] and they will investigate for you they will reply in English. Sorry if long winded but needed to give you as much information as possible.

we have had no problems for 31 years until Santander took over, we are in our mid 70's and can do without all this aggravation. Best of luck let me know how you get on.

Heidi1970

Posted: Mon Apr 26, 2021 8:06pm

Heidi1970

Original Poster

Posts: 3

Location: Altea

Joined: 19 Apr 2021

Posted: Mon Apr 26, 2021 8:06pm

Trev55 wrote on Mon Apr 26, 2021 1:08pm:

We had the same problem with them constantly informing us that we hadn't completed our Country of Residence for Tax Purposes forms although we had sent them three times by Registered Post to Madrid and received letters to our UK address in Jan 2020 confirming we had completed the forms. We also b...

...etween March and June 2020 sent copies three times  by email and registered post to the Branch Manager at our Branch in Torrevieja who ignored them.

The only way we got some action was by emailing the CEO of Santander UK to ask if he could help,His  email address  is [email protected]. They passed it on to the CEO executive office in Madrid and I suddenly got a phone call from my Branch Manager who agreed to get our account running properly (it seems large parts of the Banco Popular computer systems were not compatible with Santander).

I also received an email from Santander Complaints who had investigated and reprimanded the Branch concerned. I suggest you email to Atencion Asuntos Especiales   at email [email protected] and they will investigate for you they will reply in English. Sorry if long winded but needed to give you as much information as possible.

we have had no problems for 31 years until Santander took over, we are in our mid 70's and can do without all this aggravation. Best of luck let me know how you get on.

Thank you SO much for this. I am at my wits end. Hoping this may help! Will let you know.

Heidi

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Gentlevan Removals
James Spanish School
ASSSA Insurance
Jennifer Cunningham Insurances SL
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