Caixa bank nightmare.

I had a similar situation, with another bank. Its to do with money laundering & stuff like that. I sent them details of a pension and UK home address. This seemed to be fine & I've heard nothing since and it all works fine.

However, you said you went into the branch. They should have sorted it there & then. Do you have a contact number for them, for the banking. If so, ring them. Another thought is to uninstall the online banking app (if it is) or delete it and re-install. See if it works then. 

Failing all that, ring their head office direct. Good luck. I think you'll need some.

Martin.

Thank you.We have banked with Caixa ,in its various guises,for over twenty years,from when it was Caja de Granada.Never had any problems until now. It wasnt sorted in bank today,so I think we will have to keep going into bank every day until it is.My husband and I are both retired bankers,and we do online banking all the time.The bank have ordered us a tarjeta and said they will try it in the ATM when it arrives.Maybe this will unlock something.THere is a box to tick online about European commission wanting more information,but the tick doesnt tick!.I have been here 4 days and are ready for going home now,its so frustrating,what should be so easy.Thanks again,Diane.

Hi are your documents all the same ones as you opened the account with?  Sometimes it's something as simple as you have renewed your passport.  The banking system has recorded your passport expiry date and then you can't get access until the bank have seen and recorded the new one 

Yes,We have renewed them a few years ago with the bank.The problem is with the tick box on the website hat doesnt let you tick it.Thank you.I think we will have to go back every day until they help us.

Caixa I’m afraid to say I’ve had the same issues with Caixa ever since they took over Bankia. Their IT systems are appalling. My experience is they they changed my password 3 times to suit them blocking my access. The way I got around it was to give the assistant my phone and tell her to get into the account! 
Caixa has the most NON user friendly phone app(s) that I know of.

Pay them another visit and don’t give in! 

I had a similar problem. Go back to the bank, get them to reset the online access. Do not leave until you have tested it and it works. Best advise is to change banks but all Spanish banks are very user unfriendly.

Thank you,I quite agree.They used to be helpful but now dont seem to be bothered.I can get online initially but then there is a tick box for EU information and it doesnt tick.Will go back everyday until its sorted.

I think you may find it is due to them requiring a bi-annual non-resident declaration form [Declaration of Residence for Fiscal Purposes], one each for you and your other half.

Our account was block for that reason last year, eventually, I pleasant helpful woman joined the branch who spoke very good English and was pleased to help.

While we couldn't access our account or input funds, they were still paying our direct debits.

Our branch is in Mojacar. Any queries & we email the Manager, Olivier & he gets back to us & sorts them out. Excellent English too. Are you with the branch in Vera? Maybe you could change it? Our branch was originally in Arrecife & we changed it when we bought in Mojacar. Hope you get everything sorted.