Sabadell online? Better watch out… - Banking and finances in Estepona - Estepona forum - Costa del Sol forum in the Malaga province of Spain
ASSSA Insurance

Join the Estepona forum

Join the Estepona forumMy name's Alex and this is my website all about Estepona in Spain. Register now for free to talk about Banking and finances in Estepona and much more!

Sabadell online? Better watch out…

Posted: Sun May 30, 2021 9:22am
4 replies204 views3 members subscribed
Tworowans

Posts: 15

17 helpful points

Location: Álora

Joined: 23 May 2020

Logging on requires a User ID - which in my case is my British Passport number.

I have been without online access for over a month now and am very irritated. It transpired that my access to both App and website was blocked. So why was this?

During my multiple telecalls to Customer Services (where in fairness the English spoken is excellent) the first reason I was given was that I had not provided a ‘document of economic capacity to produce funds’. (See below - I referred it to my branch and asked if it was genuine)

This was an April 2020 change in banking regs and despite the Bank having had 8 months to get itself sorted, I was given 12 days notice to produce evidence from 3/12/20. They received it (including a copy to my local branch office) on 9/12/20 but it was not acted on

Apparently that error was later corrected. Possibly.

But still I had no access - and the next reason given was that my Passport had expired and my User ID had expired with it

This is entirely logical BUT no prior notification was issued by the Bank. The system just switched me off without any warning

Current position: 

One week ago I spoke with my fourth or fifth CS person and this guy sent me an email link while I waited and which required me to do two things a la Monzo/Wise etc

1. Take a pic of my new passport and

2. Take a mugshot

He waited for me to complete the task and confirmed that each had been received BUT that the re-registration process must be completed by a different department from which I would receive a call in ‘two or three days’

I’m still waiting…

Dear Customer, 

Please be informed that, pursuant to Law 10/2010 dated 28 April, all Spanish financial institutions are obliged to have a digitised copy of certain documents of our customers that certify, amongst other matters, the economic or professional activity they engage in. 

Furthermore, this legal regulation imposes a duty on financial institutions to block the transactions of those customers who have not submitted this documentation. In compliance with this obligation, we ask you to send us the following documentation:

Document of economic or professional activity1 
Document of the economic capacity to generate funds2

Please submit the required documentation scanned or a photography captured with your mobile phone and emailed to [email protected] or to your branch of Banco Sabadell. Otherwise, we will be forced to freeze the accounts on 15/12/2020 for the reasons provided above. 

If you would like further information, we are at your disposal on 963 085 000 

Yours sincerely, 

Banco de Sabadell, S.A. – Avda. Óscar Esplá, 37, 03007 Alicante – registe


Hazelnuts

Posted: Mon May 31, 2021 10:15am

Posts: 10

Location: Viñuela

Joined: 7 Jan 2020

Posted: Mon May 31, 2021 10:15am

Try using NIE for ID, they did the same to us, switching our ID from passport number with no notification. When we called them we told them we had not changed it.  Conclusion, someone there dud without telling us! Bad practice Sabadell.

Tworowans

Posted: Mon May 31, 2021 5:36pm

Tworowans

Original Poster

Posts: 15

17 helpful points

Location: Álora

Joined: 23 May 2020

Posted: Mon May 31, 2021 5:36pm

Hazelnuts wrote on Mon May 31, 2021 10:15am:

Try using NIE for ID, they did the same to us, switching our ID from passport number with no notification. When we called them we told them we had not changed it.  Conclusion, someone there dud without telling us! Bad practice Sabadell.

Thanks for that

I’d already given the Bank my new Passport number. But…

I didn’t get a telecall. Instead I received a text with an access code. Minus any instructions

After some trial and error I substituted this for my new Passport number and was flipped into the process whereby you get another text with the numeric code options each of which contain 4 numbers. This worked fine - but I had understood that this security method had been replaced

So now I have access to apps on iPad and iPhone - but my Passport and Password doesn’t work to sign onto the website. I don’t remember being advised that the website is no longer available and that access is App only. A change in policy which Virgin cards implemented a couple of months ago

Hazelnuts

Posted: Mon May 31, 2021 7:20pm

Posts: 10

Location: Viñuela

Joined: 7 Jan 2020

Posted: Mon May 31, 2021 7:20pm

Tworowans wrote on Mon May 31, 2021 5:36pm:

Thanks for that

I’d already given the Bank my new Passport number. But…

I didn’t get a telecall. Instead I received a text with an access code. Minus any instructions

After some trial and error I substituted this for my new Passport number and was flipped into the process whereby you get another text with the numeric code options each of which contain 4 numbers. This worked fine - but I had understood that this security method had been replaced

So now I have access to apps on iPad and iPhone - but my Passport and Password doesn’t work to sign onto the website. I don’t remember being advised that the website is no longer available and that access is App only. A change in policy which Virgin cards implemented a couple of months ago

Yes sounds like us.

Kerri

Posted: Wed Jun 2, 2021 11:22am

Kerri

Helpful member

Posts: 294

110 helpful points

Location: Casares

Joined: 5 Sep 2018

Posted: Wed Jun 2, 2021 11:22am

Tworowans wrote on Sun May 30, 2021 9:22am:

Logging on requires a User ID - which in my case is my British Passport number.

I have been without online access for over a month now and am very irritated. It transpired that my access to both App and website was blocked. So why was this?

During my multiple telecalls to Customer Services (where in fairness the English spoken is excellent) the first reason I was given was that I had not provided a ‘document of economic capacity to produce funds’. (See below - I referred it to my branch and asked if it was genuine)

This was an April 2020 change in banking regs and despite the Bank having had 8 months to get itself sorted, I was given 12 days notice to produce evidence from 3/12/20. They received it (including a copy to my local branch office) on 9/12/20 but it was not acted on

Apparently that error was later corrected. Possibly.

But still I had no access - and the next reason given was that my Passport had expired and my User ID had expired with it

This is entirely logical BUT no prior notification was issued by the Bank. The system just switched me off without any warning

Current position: 

One week ago I spoke with my fourth or fifth CS person and this guy sent me an email link while I waited and which required me to do two things a la Monzo/Wise etc

1. Take a pic of my new passport and

2. Take a mugshot

He waited for me to complete the task and confirmed that each had been received BUT that the re-registration process must be completed by a different department from which I would receive a call in ‘two or three days’

I’m still waiting…

Dear Customer, 

Please be informed that, pursuant to Law 10/2010 dated 28 April, all Spanish financial institutions are obliged to have a digitised copy of certain documents of our customers that certify, amongst other matters, the economic or professional activity they engage in. 

Furthermore, this legal regulation imposes a duty on financial institutions to block the transactions of those customers who have not submitted this documentation. In compliance with this obligation, we ask you to send us the following documentation:

Document of economic or professional activity1 
Document of the economic capacity to generate funds2

Please submit the required documentation scanned or a photography captured with your mobile phone and emailed to [email protected] or to your branch of Banco Sabadell. Otherwise, we will be forced to freeze the accounts on 15/12/2020 for the reasons provided above. 

If you would like further information, we are at your disposal on 963 085 000 

Yours sincerely, 

Banco de Sabadell, S.A. – Avda. Óscar Esplá, 37, 03007 Alicante – registe


Wow.  This is horrendous.  Thank you for posting this and informing everyone.  The world is becoming worse it seems by the day.  Forget about rocks to hide under, fall afoul of any small detail and your financial life can be taken from you in moments.

Whew!

Good luck with all this.

Sign up for free or login to reply to this topic

Want to reply to this topic? Login or register for free to post your message:

Find more Banking and finances topics from a particular area:


Register for free!

Login to your account

ASSSA Insurance
Advertise your business here
Advertise your property
Help with my computer