A*** Bank Nightmare!

williashirl8 Member

11POSTS

3 years ago

Hi all,

My name is Shirley. Thank you for welcoming me to this forum!

January 2022 while location scouting in PT I opened my bank account.

The bank needed a phone # to send a multichannel code text. At that time I had acquired a temp phone for 30 days and the code was sent to that number!聽 When I returned to the US, I removed the chip and my phone went back to the US #. I have tried re-inserting the chip into the phone and the information was not there.

I now need access to the account for proof of funds in the bank account.聽 I could not remember the Multichannel code so I contacted A*** bank by phone and on social media.聽 I keep running into a brick wall as their sole and ONLY solution is to come up with the multichannel code (If I had this information I wouldn't be contacting them - DUH) or fly to PT to get this resolved!聽 When I ask to speak to a manager I get the same answer.聽 This makes absolutely no SENSE!

They have my email address and US mailing address event with that they absolutely refused to send me a new multichannel code to either contact method

Can anyone let me know if they had similar experience and how they got this resolved.聽

Moderated by Bhavna 3 years ago
Reason : Bank name removed - Not related to forum. Bank has customer service
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williashirl8 Member

11POSTS

3 years ago

@JohnnyPT Hi Johnny I requested this on multiple times via social media and phone calls.聽 They rejected my request because I no longer have the PT temporary phone # for them to send the text message. The only options they gave me is to find the multichannel code or fly to PT to get this resolved

JohnnyPT Portugal Expert

5297POSTS

3 years ago

In the link I mentioned above it is written that they send the multichannel code by email...聽 (.... After being contacted on your temporary mobile phone???....)

You should not end up with a temporary mobile phone without completing the process of opening a bank account. And only after changing your contacts at the bank, giving them a definite mobile phone.

If you have someone you trust in Portugal, send him your MB card by mail (without the 4-digit MB access code). This person can then ask for a new multichannel code. I don't know if this helps ....

gpoitevien New member

4POSTS

3 years ago

What is a multichannel code & what is its purpose? I鈥檒l be going to PT soon to open a bank account & definitely need some great advice/help.

Thank you, Genevieve

JohnnyPT Portugal Expert

5297POSTS

3 years ago

williashirl8 Member

11POSTS

3 years ago

@JohnnyPT Hi Johnny, I was in PT @ the bank to open the account in January 2022. The process to open the account was completed onsite.聽 The agent told us it wouldn鈥檛 be a problem to change information once i got to the states!聽聽For a few months thereafter I was able to access the account online and on the APP.聽 Last month I attempted to log in on my phone using face ID as I have been for months and that鈥檚 when I realized that I was logged out and could not log back in no matter what!

You are correct, it is posted on their web site that you can request a new multichannel code via email and yet they won鈥檛 do it unless I have the multichannel code.. This makes absolutely no sense!聽

They have sent me courier mail to the US, I鈥檝e requested to have a new code sent to me via mail to no avail.

When I call them i get the same response, we need your multichannel code.聽 Obviously if I had it I wouldn鈥檛 be wasting my time contacting them!聽

Now when I contact them on social media they don鈥檛 even bother to respond!

williashirl8 Member

11POSTS

3 years ago

@JohnnyPT

In the link I mentioned above it is written that they send the multichannel code by email...聽 (.... After being contacted on your temporary mobile phone???....)

In response to this point, the temp phone stopped working immediately after I got back to the US. As it was a chip that was inserted into my phone. And none of the information was retained on that chip. I already called my local phone company to check tha as well

rosedeats New member

4POSTS

3 years ago

@williashirl8

Short of flying to Portugal, you may have to send a "trusted" individual or a legal representative to the bank on your behalf to resolve this issue! I had a similar issue whereby I had to sign into the App and my original Multichannel code stopped working. I called Activo bank and they reset my login information (User Name) and I had to select a different set of numbers for the multichannel code. And yes, prior to resetting my login information, they texted me through the phone number I used to open the account in order to authenticate. Once I was able to provide them with the authentication code, they emailed me my new User Name. It is absurd that they cannot verify your identity without using your original phone number, especially when they have your NIF, tax return, email and home address!! I do not recall having the option of entering 2 different phone numbers on their lengthy application. Good luck!

1 member reacted to this post

williashirl8 Member

11POSTS

3 years ago

#10

@rosedeats I offered to give them my NIF number, the bank account number, passport number and the response was always the same, we need your multichannel code!

And yes who can forget that 32 page decree!

I guess in the future, if I ever need to change my phone number, i should go get a new phone while I still have the old one!

As I am writing this reply, i just got a response from them on social media and I quote聽鈥渁nd you can鈥檛聽 recall the multichannel code?鈥� I know I鈥檓 going to have to be PC about my answer but the real answer I want to give them will surely be moderated. So I鈥檒l go for this one 鈥�.Yes actually I can recall the code, but I figured I would bombard you with messages to check to see how your day is going!!!!

1 member reacted to this post

williashirl8 Member

11POSTS

3 years ago

#11

@JohnnyPT phone call #8鈥�.as per the web site they will issue a new Access Code via email, NOT a multichannel code.聽 In order to get a new multichannel code, I have to go to a local bank branch or I can change my phone number @ a local ATM in PT!聽聽

JohnnyPT Portugal Expert

5297POSTS

3 years ago

#12

If you have someone you trust in Portugal, send him your MB card by mail (without the 4-digit MB access code). This person can then ask for a new multichannel code. I don't know if this helps ....
- @JohnnyPT

The only solution I see is the PT ATM network (Multibanco) ...

jcimage8 Member

2POSTS

3 years ago

#13

After I moved to UK, I had the same login problems. Multichannel code and the access code very confused.聽 I don't know why even they confirmed the personal details with me through their Customer services hotline, I cannot contact any staff to help me for account services?