Enough ID for a mortgage... but not for a current account!

RS89

Hi all,

More of a rant really than anything else - long post sorry!

I've been a long standing customer of [Bank x] - have loads of accounts with them.

We've recently applied for, and had a full mortgage offer from them (i.e. survey back, underwritten, the whole shebang).

As part of this, my partner who is not a customer of Bank X had to supply Photo ID, Address, Bank statements, etc. No hassle and as I said we have a full offer, in writing.

Fast forward to 2 weeks ago, where we decide to convert my current account to a joint account, for the mortgage payments to come out from.

Go into branch, fill out a form, no worries. She receives a card in the post... shortly followed by a letter saying that they were sorry for issuing her a card, but they shouldn't have as they hadn't checked her ID.

A little frustrating as already all provided for the mortgage, but nothing a short trip back to branch wouldn't solve. She provided ID again and was told by the branch person that it was their (the banks) fault as they had spelt her name wrong, no worries a new card is in the post.

That's the last we heard until today, when I tried to sign into the online bank, which failed. A call to Bank X reveals all of my accounts have been frozen as apparently my partner hasn't provided ID.

Apparently they can't "see" the ID provided for the mortgage and the person in branch who set the block needs to lift it.

Quite possibly the most ridiculous situation ever. No word of warning that my accounts were going to be frozen, no request for additional ID until I call them, and most importantly no way to link my mortgage ID to this matter - so they will still loan us £300k!

Worryingly we are due to exchange next week and I have no way of accessing my savings until this bar is lifted.

Have made a formal complaint but any advice? My partner is going to go back into branch again on Monday for the third time but there's no guarantee this will solve it...