Santander

[YourElatedLimeShark]

earlier this week I logged into my Santander account and there was someone else’s account entirely.

I have taken screenshots of course. Which I won’t share for obvious reasons.

They are blaming my phone provider, my Face ID and my internet provider.

would love to hear your thoughts on this.

Their security let you in, so it’s obviously their fault!

Santander are a shocking bank. DH and I have both had separate issues over the years. I always warn people off them. Can you switch banks? I wouldn’t trust them after that

I'd switch banks. And inform the banking regulator

That's quite shocking, was it on the app?

It's also bizarre that you can take screenshots. My banking app won't let me do that.

As a Santander banker, that’s a bloody worry! Blimey.

Start their formal complaint process on the system not directing you to your account and on the data breach of another customer.

I think this is the info about secure access:

https://www.handbook.fca.org.uk/techstandards/PS/2021/2021_01/chapter-ii/?view=chapter

Sorry for a late reply.

I called them last Monday to tell them about this, and I still not heard back from them

Agreed.

i am very lazy but they are so bad i closed my account with them in the end

Email with formal complaint re data breach in the headder.
And use

formal complaint
Dear sirs,
I am making a formal complaint about the events of dd/MM/YY, where my app login provided access to an other customers account, and the failure of staff to action my concern raised in my telephone call DD/MM/YY...

They are obliged to deal with it in a specific way and within a reasonable time fram.

Dont send screen shots of the breached data.
If possible password protect the screenshots and do not allow them to be saved off the device onto secondary storage.

If asked for proof (you should not be) you should ask for them to prove what happened when you logged as the system should track that.

That's a huge security breach.

Your internet and FaceID has nothing to do with randomly changing log in details on your app (that they have built).

Unless that person has logged in on your phone which sounds like they haven't, there is no way this has happened on your end.

Complain to the ICO about a data breach

ico.org.uk/for-organisations/report-a-breach/

Apologies, that was a link if you are Santander,

Follow the steps here:

www.gov.uk/data-protection/make-a-complaint

Phone number for the ICO included and they can guide you