The customer experience of Santander web security

Online fraud is a serious concern with lives conducted through digital channels and little paper trails left to reflect our interactions. As a result of this digitally enabled existence security of web sites and digital data needs to continually develop to remain ahead of the hackers seeking to exploit this environment. Looking at the Santander configuration they have now developed 6 layers of authentication for new customers to ensure they protect their consumers banking details. While this is highly laudable the ancillary support services to their site is extremely poor as any issue that occurs with the site leaves the customer dependent on domestic mail to reset their account.  Advanced authentication is great when you can match it with support services in line with this, email, SMS and intelligent voice as potential options. Falling back on the post to inject major delays in availability is simply not good enough in modern customer experience engagement. Epic fail.