Santander’s online banking and app go down, leaving customers locked out and frustrated

Customers have found it hard to access their bank accounts this morning (November 14)  (Laura Lean/PA)
Customers have found it hard to access their bank accounts this morning (November 14) (Laura Lean/PA)

Santander’s online services have gone down this morning, leaving thousands of customers locked out of their accounts.

At its peak, there were 2,275 reported issues, as of 9.15 am, according to outage tracking website Downdetector, reports The Sun.

Santander said it is aware of the problems, and advised that customers have a range of options for other ways to get to their account, reports the Independent.

“We’re aware that customers are currently experiencing difficulties accessing our mobile-banking services. We’re working hard to fix the problem,” Santander said on Twitter.

“Online banking via the website, ATMs, telephone, and branch banking services are available as normal.”

Among the complaints, 78 per cent were related to customers struggling with their mobile banking, and 22 per cent were for online banking, while one per cent of the complaints related to credit cards.

By 11 am, the number of complaints had diminished drastically from its peak.

Many users took to social media to express their frustrations, complaining that they can’t get online.

One said: “Anyone else having a problem with the Santander app?”

Another added: “Is your app down? I can’t get into it and need to access my account urgently.”

Another frustrated user said: “Is your app down by any chance, can’t even log on online as I need the app to authenticate.

“Not a very good system if the app is down though eh?”

Someone else added: “Is Santander banking down again?!”

Speaking to The Sun, a spokesperson for Santander said that they are working to fix the issue as soon as possible.

They said: “We’re aware that customers are currently unable to access mobile-banking services.

“We’re very sorry for the inconvenience this is causing and we are working hard to fix the problem as soon as possible.

“Online banking, debit cards, credit cards, ATMs, telephone and branch banking services are available and customers can continue to use these services as normal.”

In a statement to The Standard, Santander added: “We’re sorry for any inconvenience over the past hour while we fixed the problems affecting our mobile services. All services have now been restored and are working normally. We’d like to thank our customers for their patience.”