Madness At Nordea Bank AB, Stockholm.
I have been a customer of Nordea since 2012. When I moved to Spain in 2015, I transferred most of the savings to my Spanish bank. The amount I left with Nordea has been kept at a constant level.
In 2018, Nordea moved its headquarters to Helsinki. The bank's customer service deteriorated drastically. I chose to still remain a customer. The main reason was that I considered Nordea's Internet bank to be very secure when shopping on the Internet.
In April 2021, the validity period for my
bank card expired, which meant that I could no longer log in to the
account. On 2021-05-07, I sent a registered letter to Nordea. I
requested that the balance in the account be transferred to my Spanish
bank. After that, the account would be closed. Nordea has acknowledged
the letter on 2021-05-18. They have not responded to the letter.
Via the bank's Card Service, I have ordered a new bank
card and a new PIN code. Delivery took place at the beginning of June
2021. When I tried to log in to Nordea's Internet bank, I received the
error message "social security number and Respons
Code do not match". To understand what the
message means, knowledge of the bank's login system is required:
Card reader and bank card are required to log in to the Internet bank. When you insert the card into the card reader, you get access to a number of functions. When logging in, press the "Login" button. Then the codes that provide login are handled.
When you get to the bank's login page, enter your social security number in a box and click OK. Then a new box appears on the screen:
Box for logging in to the Internet bank.
1) In the box "Kontrollkod" (Control code) a code is displayed, in this case 962 442. It is entered in the card reader.
2) You accept the control code by pressing the card reader's OK button.
3) Enter the PIN code associated with the card in the card reader and press the OK button.
4) The card reader delivers a Response Code, in this case 784 373 089.
5) The Respons Code is entered in the box "Svarskod".
6) Click on the OK button to log in.
After I received the error message "social security number and Respons Code do not match", I started troubleshooting. I went to a store where I made a purchase of various goods. I paid with Nordea's bank card. Everything worked great. The purchase was made on 2021-06-14 at 15:16. Amount EUR 16,12. I have proven that I have a correct PIN code.
Since the beginning of May 2021, I have made about 10 attempts to get in
touch with Nordea's customer service. It has failed. When you call, you
are served by a computerized telephone voice. I am asked to enter my
social security number. After that, I am blocked for further contact
with Customer Service. Madness.
My assumption is that criminals within Nordea's IT department block my
Respons Code during login
attempts. The case is no longer a case for Customer Service. I assume
that Nordea has a security department. This is where the further
handling of the case should take place. I will report continuously on
developments in the case on this page.