HELP!!! caixa bank!!

Hi all,

Since before Christmas I have been trying to send money across from my English account to my Spanish Caixa bank account (something I have done many times before) the money however bounced back to me a month later. The reason I believe is because due to my passport expiring I need to update my new passport onto their system.
After speaking to them they told me to log in on the internet banking website and upload this info.
When trying to do so I have been met with error messages telling me that I have blocked myself out of the account and to try again in 24 hours.
I have called the help line numerous times and the people have always been pleasant and helpful however; they send me a verification code as a security check via text message, then they proceed to try and send a new password through to me and that message will never arrive. They then tell me that they can only send one of these though within a 24hour period. I have spoken to my phone provider to check that nothing is blocked and they has assured me there is no reason for this. the bank blame the phone people!
so basically I cannot gain access to my account online to update my passport info. has anyone got any advice, I'm pulling my hair out over here!!!!!!

Good luck with anything to do with Caixta Bank.
I have now closed my account and opened a Wise bank account.
I nearly committed murder in Caixta bank!!!!

I ended up getting the solicitor in benijofar to sort it out for me, think they are called sgm give them a call

I’ve been trying since last Summer to unblock my account and every time I think it’s sorted they come up with something else - problem is they won’t say what it is and we’re having to guess !!!!!!

Santander are no better. We cancelled our house insurance in October, due to expire 12th January,. We did this in branch and have a copy of the communication the branch sent. We have last week received a demand for payment as the d/d has been cancelled and they will suspend cover if not paid within 1 month.
We will see what arrives next as we are in UK

I had exactly the same problem with my wife’s passport. I contacted my personnel banker on line and she had me scan the passport and email it to her. She then unblocked the account temporarily until we were in Spain and could show her the original. Try personal banker rather than help desk!
Unlike a lot on this site I find staff at CaixaBank very helpful!!

Hi. On caixabank Internet banking app. ( caixabank now )
Sign in. On home page ( acc balance ) on right hand side you will see icon - advisor. Push icon, it will then open page to contact advisor. 4 options,
Phone call. Email. Appointment. Send message via WhatsApp. Pick the one that suits you best. I have been with them since it changed from Barclay. Never any problems.

Verify that the phone number they have on record for you is correct, there was an incorrect digit on my wife's details that meant she never got the meaasge. Eventually we found this out after going in.

Easiest way is to email your advisor direct,locked out at weekend ,emailed Monday and she unlocked account straight away.

Pm me and I will forward you details of three of staff’s emails