Catherine Boyle
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Customers of Cahoot, the internet bank which is part of Abbey and Santander, are still unable to access their accounts more than 24 hours after a power cut in Spain which knocked out its website.
The bank’s website, www.cahoot.com, went down at 8am yesterday. The power cut also knocked out the group’s call centre, leaving customers with no way of accessing their accounts.
Direct debits and standing orders also went unpaid during the power failure.
A spokeswoman for Cahoot said they hoped to have the site back up shortly, adding that payments which should have gone through yesterday will be processed today.
Cahoot management moved to restore confidence by insisting that the website’s failure was not an indication of wider problems at the bank.
Matthew Timms, managing director of Cahoot, said: “Cahoot is part of the Santander Group, one of the world’s most successful and well-capitalised banks with nearly 70 million customers and remains a safe place for your money.”
The internet site for Abbey was also affected, but it was up and running again more quickly.
Mr Timms said: “We apologise that cahoot.com was unavailable yesterday and today. The site will shortly be up and running and you will be able to see any transactions you made up until 7.30am yesterday.
“Any transactions on your account made after that time will have been actioned but may not display yet so please don’t worry. These should be updated over the next 24 hours.”
One Cahoot customer said that there was a danger people would panic when they saw that the website wasn’t working, given the events of recent weeks.
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I was livid about this. A 2 day outage is ridiculous. I cant see how they can possibly hope to remain credible, despite telling us they are part of the biggest bank...yawn....it only takes one returned direct debit these days. I was only thankful that it didnt fall over pay day.
SC, London,
I bank with cahoot and enough is enough. As a bank they dont clear funds quickly and are inefficient. The site is still not up and it is 3 days now. They ae very poor service go to the alliance and leicester, even if the same bank hopefully that part may know what they should be doing!!
Sandip Patel, London, London
This is another one to add on to list of system failures since Santander took over the Abbey. Last year my wife was left with limited access to her current account for due 3 months. During this debacle they actually sent two debit cards to an addess we had not lived at for 8 years
Chris, Chesterfield, UK
If as cahoot state "it was a power cut" and the standby generator failed to kick in, the question I would like to ask is how long does it take to hire another portable industrial generator as this happened 8am Wednesday and its now 10pm Thursday and I still cannot log in to my account.
L Monday, Bristol, UK
22.52 - the site is STILL down. This is unacceptable from a bank who's sole channel the internet. Add to that the awful lack of communication from their management, especially at a time when people are nervous about their financial investments.
An operational and PR disaster. HSBC here I come.
Ben J, London,
Could not pay the wages on my company today thanks to inept bank with no back up generators I presume. My staff discusted. Also turned a creditor away as could not pay money as it fell due. This is highly damaging and could result in suppliers having a confidence failure in my company.
MD Benye UK
stephen pearce, Cheshire, england
A Company running a mission-critical computer system should have a Disaster Recovery strategy that is capable of bringing the system back up in a matter of hours. I don't believe that it is just a power cut - this could not account for the system being down for two days.
Peter Ellington, Lidlington, Bucks
Somethings not right in Cahoot. At 1100hrs today I was told all would be well after lunch. At 1755hrs I was told that they were busy with admin in taking over All & Leicster and Brad & Bingley. They couldn`t even given the balance on my account. I`m worried...very worried...I do not believe them
A H Thomas, Swansea, Wales
Well, it's 22:25 and I still can not log on. Thank fully I am still able to accss my cash at the hole in the wall and my card is being accepted. I am worried what DD's have not gone through and will I get charged late payment fees?
This is bad management Cahoot, no other word for it.
Helen, Bangor, Gwynedd
Are uninterruptable power suplies not being used here?
alp uk
A.L.Pearson, Limavady, Londonderry
22:30 pm on thursday 16th and I still can't get access. This is totally unacceptable and is likely to provoke a run on cahoot
Phil Rees, Winchester, UK
Still out at 21.23; unbelievable. Heads should roll. I am sure the local chippy has better back up arrangements. How can it call itself a bank if one cannot access one's accounts either on line or by phone? The M.D. talks as if we were playing Monopoly.
Lorna Lancaster, Jordans, Bucks
Given everything that's going on this has been incredibly mismanaged. The statement from Mr Timms doesn't tell us why the site is down and one has to search further on the internet to find a reason. I for one would be relieved to be told that there was a power cut!
Toby Benzecry, London,
over 48 hours on, and I still can't get access to my money or anyone to talk to. Is this the end of Internet banking? It is for me.
Keith, Tavira, Portugal
HE he he he! Three words are all you need.
Manana. Casi. Spain.
Matt, Alicante, Spain
I thought it strange that an undisclosed problem 'essential maintenance' had, without warning to its customers, rendered the website inoperative. It is now 18.45hrs on the second day and the site is still down - despite 'a reassuring message' from the chairman. E-mailed Cahoot yesterday - no reply.
B Taylor, Nottingham, UK.
An Internet bank like Cahoot should have adequate disaster recovery which they clearly haven't.
I for one will be seriously questioning their ability to operate this kind of service. It gives little confidence to the consumer. Lets hope they don't treat security with the same careless approach.
John, Nottingham, UK
My sources inside the company reveal that this was indeed an old fashioned disastor. The power cut happened in Spain, the standby generator failed to kick in and an attempt to move to DR at another data centre failed due to incorrect procedures being enacted. Systems are housed in Spain.
phil may, london, uk
Remeber Icesave, a few days before it went bust...? They too had 'techncal problems whic were nothing to worry about'..
Wada Lan, santander,
surely a power cut would be fixed by now. Whats the bet that when the power went down it corrupted something and now they are franticly trying to fix things. Shouldnt internet banks be regulated to make sure that a power cut will not stop people from accessing their accounts??
Kimbo Slice, London, UK
Spain has millions of houses for sale with no buyers. It's huge buiding industry is about to collapse and a million of so Brits stranded in their Costa houses, totally trapped. This could be the first really big black hole in europe.
m wilson, bidache, france
I am panicking - this is part of a much larger problem... Santander needs to put another 50p in the meter!
John, Chester,
Damn right people should panic. My nerve went early this morning and I contacted the FSA for any news. They didn't report that Cahoot has failed as a banking provider so I Emailed Cahoot with my concern as to them being fit for purpose. I received a reply 4 hours ago, but they are still offline!
Nigel Kerwin, Bradford, UK
Obviously 13amp fuses don't work in Madrid, or is another Euro required for the meter?
Elaine, london, england
Is this a joke? Surely they have measures in place for power cuts! I work for an online hotel company and we have all sorts to disaster recovery fail safes in place to ensure we keep the website up at all times at any cost!
I'm starting to panic that this is an excuse for a larger problem.
Mark, Cambridge, UK
What sort of internet bank allows its servers to be affected by a power cut? Shouldn't all this type of equipment have a redundant backup power supply, like all other well managed data centres?
Steven, Edinburgh, UK