Account being "probed" and referred to "Managed Accounts" ?

Ellie_Boo

Hi everyone :cool:

I've been banking with my bank for just over 3 years and have always run all my loans/accounts/cards with them perfectly, no missed or late payments or defaults. I've recently sold my house so there's a lump sum in my savings account and none of my accounts are overdrawn or anything like that. I called up last night having just had my debit card stolen on holiday and the regular customer services section couldn't reissue it because my account has a "probe on it and has been referred to managed accounts". That department was closed so I had to wait until this morning to call and find out what the problem is.

When I spoke to them they said the system removed the automatic reissue of debit cards on (I think she said either most or all) customer's accounts to encourage the customer to contact the bank about the running of their account. At first she said it was probably something to do with how I'd been running my account but when she looked at it and saw there's never been any problems with it she came up with the "the system did it" excuse. I find it a bit hard to believe that a bank has a system that won't automatically issue new cards when old ones have expired (my card expired in April and I rang up then to say I hadn't received the new one - no-one told me about this probe and a new card was issued. Neither did we have any kind of chat that the bank is allegedly trying to encourage!).

To say I am really annoyed is putting it mildly as I'm overseas without my card and having to call internationally to get it sorted out. Does this sound a bit odd to anyone else? I thought maybe they were querying where the lump sum had come from and I'd be more than happy to tell them, but the advisor assured me it's a standardised system thing and nothing to do with me specifically.

Any ideas?

Thanks much
Ellie

bengal-stripe

I don’t know, how big the ‘lump sum’ in your savings account is and if it is clear to the bank, where it actually came from.

Otherwise, that money might have triggered the ‘probe’ under anti-money laundering rules.

Ellie_Boo

It's circa £15k and was lodged by my solicitors once the house was sold. I thought that might be the reason but the bank assures me it's a standard thing - maybe they're trying to make me feel better but it's actually making it worse.

M_Thomson

Ellie_Boo wrote:

Hi everyone :cool:

I've been banking with my bank for just over 3 years and have always run all my loans/accounts/cards with them perfectly, no missed or late payments or defaults. I've recently sold my house so there's a lump sum in my savings account and none of my accounts are overdrawn or anything like that. I called up last night having just had my debit card stolen on holiday and the regular customer services section couldn't reissue it because my account has a "probe on it and has been referred to managed accounts". That department was closed so I had to wait until this morning to call and find out what the problem is.

When I spoke to them they said the system removed the automatic reissue of debit cards on (I think she said either most or all) customer's accounts to encourage the customer to contact the bank about the running of their account. At first she said it was probably something to do with how I'd been running my account but when she looked at it and saw there's never been any problems with it she came up with the "the system did it" excuse. I find it a bit hard to believe that a bank has a system that won't automatically issue new cards when old ones have expired (my card expired in April and I rang up then to say I hadn't received the new one - no-one told me about this probe and a new card was issued. Neither did we have any kind of chat that the bank is allegedly trying to encourage!).

To say I am really annoyed is putting it mildly as I'm overseas without my card and having to call internationally to get it sorted out. Does this sound a bit odd to anyone else? I thought maybe they were querying where the lump sum had come from and I'd be more than happy to tell them, but the advisor assured me it's a standardised system thing and nothing to do with me specifically.

Any ideas?

Thanks much
Ellie

Which bank is it?

Mikeyorks

Ellie_Boo wrote:

because my account has a "probe on it and has been referred to managed accounts".
Any ideas?

I doubt it's that ominous .... otherwise they wouldn't have told you any detail?

Possibly want a chat as you seem to be carrying surplus funds in a current account .... and they have products that might interest? Wouldn't worry about it.