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Santander customers unable to access accounts Santander customers unable to access accounts
(32 minutes later)
Santander has said it is working to resolve problems with many of its services, including its app and ATMs.Santander has said it is working to resolve problems with many of its services, including its app and ATMs.
The bank, which has 14 million active UK customers, said on Twitter the problems affect branch, telephone, online app and card services.The bank, which has 14 million active UK customers, said on Twitter the problems affect branch, telephone, online app and card services.
It did not have any timescale for fixing the problems and apologised.It did not have any timescale for fixing the problems and apologised.
One customer told the BBC he would leave the bank after being declined while trying to buy a new car. "It was so embarrassing," he said. One customer told the BBC he had lost a day's wages because he could not buy petrol to travel to his job as a CCTV operator.
Stephen Curtis, 58, from Gloucester, said he was in a car showroom when his card was rejected despite having enough funds in his account. "It's been an absolute nightmare," said Marcus Evans, from Aberdare in south Wales. "Nothing is working. It's ridiculous.
"This is unforgivable," he said. "I work in IT, I know about systems, I know about backups and upgrades. To have this happen, I would get the sack if it happened in my job. "I get my military pension and my wages paid into a Co-operative savings account and I transfer money on a weekly basis into my Santander account.
"I transferred money this morning. It's left my Co-op account but it hasn't arrived in my Santander account.
"We're left with very little food. It's disgusting. They need to compensate customers for this."
'I'm leaving the bank'
Another customer, Stephen Curtis, 58, from Gloucester, said he was trying to buy a new car when his card was rejected despite having enough funds in his account.
"It was so embarrassing," he said. "This is unforgivable. I work in IT, I know about systems, I know about backups and upgrades. To have this happen, I would get the sack if it happened in my job.
"I'm definitely leaving the bank, and my wife's with the bank as well. We're on a tight schedule anyway, we're going on holiday Monday and we need the car for the holiday.""I'm definitely leaving the bank, and my wife's with the bank as well. We're on a tight schedule anyway, we're going on holiday Monday and we need the car for the holiday."
The head of money at consumer magazine Which? said many customers will be stressed, "with people reporting that they have been unable to make online payments or in some cases purchase food in their local supermarket".
"Customers can incur fines, penalties and fees when they're not able to access their finances, so the bank must offer compensation to all those who have been impacted in this way," added Gareth Shaw.
Santander told customers they can "access cash from other banks' ATMs, at the Post Office and can get cashback where that's available".Santander told customers they can "access cash from other banks' ATMs, at the Post Office and can get cashback where that's available".
A service status page on its website said planned maintenance was due to be performed on the Santander mobile banking app overnight on Friday. It is not known whether this prompted Saturday's problems. A service status page on its website had said planned maintenance was due to be performed on the Santander mobile banking app overnight on Friday. It is not known whether this prompted Saturday's problems.
"We're sorry that a technical problem is affecting our services, our teams are working hard to fix it," the company said on Twitter. On Twitter, Santander said: "We're sorry that a technical problem is affecting our services, our teams are working hard to fix it.
"You can access cash from other banks' ATMs. Please check back here for further updates.""You can access cash from other banks' ATMs. Please check back here for further updates."
Are you a Santander customer experiencing technical problems? How has this affected you? Email haveyoursay@bbc.co.uk.Are you a Santander customer experiencing technical problems? How has this affected you? Email haveyoursay@bbc.co.uk.
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