Problems with Identity Check

white_hart

Hi - I've recently applied for a One Account. I've received an agreement in principle on a new-build property, and the LAST thing the One Account people wanted was sales particulars for the house, and a utility bill showing my current address. I currently live in an apartment block which was built in the last 12 months. The only utility bill I have dated within the last 3 months is an electricity bill (water is paid for within the service charge, and the phone bill is in my girlfriend's name). HOWEVER - when registering with the electricity company, the only postcode they could find was the one relating to the next block of apartments. Since then, I've never been able to get them to update the postcode to my actual one - they cannot find my actual postcode on their database. The only difference is the last letter in the postcode. The One Account people have now stated that they cannot verify that I am who I am because the postcode on the bill doesn't match the postcode of my current residence. They seem unable to understand that bills get to me, THEY (the One Account people) have already sent me mail and had it returned, and that the out-of-date address database used by the electricity company is out of my control. Has anyone else had any similar problems, and does anyone have any advice on how to rectify the situation? Thanks.

herbiesjp

Can they accpet something else?

Bank statement
Driving license?
Motor insurance certificate?

Give them a call to see if they'll take any of these - if you have them that is.

jobbingmusician

Are you on the phone? Try searching for yourself on the electoral roll, phone system or royal mail system to see if there is indeed a problem with your postcode - if so get on to Postcom and see if they can sort it!

white_hart

Thanks for the replies.

I know that there is a problem with my postcode as the property was only built in April 05 and companies are slow at updating their systems to the Royal Mail database.

My driving license is still in my old address, as are my bank statements as I still go back to my old house on a daily basis as this was only meant to be a temporary address so didn't see the need to.

I do have an insurance certificate however so will see if they will accept that.

Probably not...so far they have been hopeless!!!!

jobbingmusician

I think Postcom may be a good bet. They are pretty hot on consumer issues, and will probably be fascinated to hear what problems the RM inefficiency is causing you........

white_hart

Hi. The problem isn't with the Royal Mail at all. The Royal Mail DO have the correct address and postcode for my current residence. The One Account people have the same address as the Royal Mail on all correspondence sent between me and them. The problem is that the Electricity company haven't updated their Postal Address File to bring it in line with the up-to-date Royal Mail one, so they just used a postcode which was in the same apartment development and overkeyed the flat number. I'm waiting on a call back from the One Account before 10am on Tuesday, and will hope to speak to someone with a bit of common sense who can actually get this through.

jobbingmusician

OIC, thanks for clarification

I guess you need to try to speak to someone senior at One account, then???