A frugal life is an easy life!

Exactly what is going on with Abbey national's online banking?

First, we cannot log on for 9 days - the page just states that "ebanking is offline at the minute, please try again later"
(There is nowhere to email or contact Abbey, only a phone line which the customer will be charged 4p per minute from a landline)
We rang the Abbey, three times, they couldn't tell us what was happening, after an hour on the phone, the third advisor said he would investigate and ring us back - this comes after he asked for our security pin number off the back of the debit card or refused to look into the account!
The Abbey advisor did not ring back.

I tried to log on, the evening of the tenth day without being able to even view our account.
I was greeted with a "one time passcode" - whereby Abbey have to have our mobile number, and send out an 8 digit code whenever we attempt to use a transaction, via online banking.
I use it to pay seperate bills every month, this would mean that I must use 8 new codes just to pay them.
Clearly not happy with this, I ring the helpline number again and speak to a lady who informs me that she has no idea what is going on with online banking, but states that everyone with Abbey must now use a "one time passcode" - but has no idea what it is or when it will be implemented!
We are given an email address for customer services, to write to and get urgent information.
I received an automatic email stating they had received my complaint and enquiry and would be back in touch within 24 hours.
TWO DAYS LATER - still no contact!

Tonight, I finally concede that there is no way around this farce, so log in and register a mobile number on screen. I click next and it now allows me access to our account.... or does it?

Now I am faced with a screen that shows an old instant saver account that we have had for twenty years, containing £3.50 (I had forgotten we even had it!)
Our current account that we use every week, has suddenly vanished, there is no trace of it, no doubt another hour on the phone tomorrow, speaking to advisors that haven't got a clue what is going on and no inclination to find someone who they work with, that has the mental capacity of a wasp, to find out!

Someone please tell me: Exactly how does this kind of practice towards its customers, permit the Abbey (santander) to keep its consumer credit license and continue trading as a bank?