Written on: 25/07/2012 by manofdogz (5 reviews written)
Good things first: Santander answer the phone quick enough and are free. Bad: their implementation of 'faster payments' is poor - no-one seems to know when a payment is 'faster' and when it is 'slower'.
Even worse, their implementation of online 'payment reference' is a joke. Obviously you should be able to enter in a payment reference so the recipient knows immediately which bill you are paying. You can only do this ONCE however with Santander, so next time you pay a different bill from the same supplier it will have the same reference!! The only way around this is to set up a totally new payment mandate EVERY TIME you pay a regular supplier - and go through the 'one time pass code' process (for which you must have a working mobile in order to receive a pass code). Worse, the system keeps all your 'payees' so you end up with hundreds of payment mandates set up for the same company.
As someone who has worked within banking/payment systems for a long time I am quite gob-smacked that this brand new system re-vamp is no better than before. Did their systems Analysts ask any users what they want from a system?
There are other annoying design faults like "select an account:" from the drop down menu. The menu isn't wide enough so you can see the sort code and 3 numbers from your account but thats it!! Great when you have several accounts - just guess which one I'm paying from I guess! Amateurs Amateurs, Amateurs!!
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