First Direct want proof of identity years after account opened: anyone else affected?

grumbler

Doc_N wrote: »

... It can be done through an HSBC branch ....

Any proofs?

Doc_N

grumbler wrote: »

Any proofs?

Afraid not - except that I did it that way for a relative. Had to make a complaint first, though, to get them to agree to it.

I've not had one of these myself yet (been with them for 25 years) but I'm sure it's coming.

TartanSaver

My regular saver rolled over recently, and I opened a new one instantly online. I never had to speak to anyone, or do any paperwork. Took 5 minutes. I suspect because I only became a customer in the last couple of years, there are no issues with KYC checks.

206rally

I have been refusing to do this for a year. Eventually FD restricted my account (withdrawal limit and online functions) I railed and complained. Eventually the video thing was suggested.


The appointment was today. I could not download the WebEx video app to my MS Surface tablet (a rant for another time). Instead I registered with WebEx; the call from FD was late, my registration was not sufficient (I have an iPhone4, but it doesn't support the app - another rant).


In conclusion: PC without webcam - no good, tablet that does not support app - no good, phone that does not support the app - no good.
Local HSBC branch Garstang closed down, Fulwood closed down, Preston no time to visit weekday lunchtime and no counter staff on Saturday.


Solution: take ID documents to Post Office - pay their check & send fee (£8.50), include receipt with photocopies and FD have agreed to reimburse my account.


The people I have ranted to at FD have been VERY patient, although today's chap did state that all banks will have to do this (I have seen the posts about it being done back in 2007, but have asked around 10 people at work with assorted banks and NOBODY can remember doing it.


Ultimately I have sucked it up, but had switching banks been a one-click affair, I think this may have been the final straw after branch closures.

ScotinLondon

With regards to the banks wanting ID for long standing customers. I've just had to go through this with Nationwide, whom i've been with over 14 years.

All it took was to go into the branch & them to verify my details. The branch staff were just as amused and bemused as the telephone staff.

I think that banks are just updating their kyc details.

Haven't had it with FD as yet tho. Will be waiting for that email/phone call.

redkite89

I got my letter today. Been with FD since it started, and before that the Midland Bank. All the correspondence they've sent me over the years and I still have to prove my address/identity. I'm sure I must have had to prove who I was when I first opened my Midland account all those years ago.

What really irks me is this certified verification procedure. Why? How many of their existing customers have had their identities/addresses verified by someone who is on there list of possible certifiers.
Do people now have to get their documents certified when they open a new bank account? I last opened a new account (savings) probably 7 years ago. I just had to send utility bills etc and photocopy of my passport. I think only one new account wanted me to go through the certified verification procedure, the Coventry BS. Needless to say I didn't open an account with them.

A few years ago TD Waterhouse, the stockbrokers, made a similar request for certified verification. I had been with them for many years, and before them Stocktrade who they took over. I ended up closing the account.

Closing a bank account (current) is something else of course and apart from this letter I've been happy with FD so I'll probably go the down the video call route and see if that works. If it doesn't work I'll reconsider my options. But if I move my current to one of the other banks where I've got savings, so I'm an existing customer, who to say down the line they won't want certified verification also.

redkite89

Just contacted the call centre there's a 20 minute wait to be put through to the department dealing with the video calls. I could have requested a call back but it would be sometime in the next two weeks! What a joke.

HereBeDragons_2

Just got my FD letter today demanding notarised ID. Considering I've been with them just over 5 years, and that I also supplied an armful of personal documents under a year ago for an application for a mortgage in principle, including photo ID plus a stack of original bank account records for all my current accounts (which they copied and returned), as far as I am concerned they can go jump. They are taking the **ss.

And video conference calling? Are you serious? Does nobody stop to think about online security first? How do you know for sure it's FD you're talking to? Who else is listening/watching? How do you know whether to trust the site where you download this WebEx software from? People should stop and ask themselves questions like this before blithely agreeing. What are you risking when you disclose your documents this way?

WebEx is not guaranteed secure. Most people are just as ignorant about email - they think it's secure and it's not. It's the digital equivalent of sending information to someone on a postcard. It can be intercepted en route and whoever's hands it passes through is party to that information.

I work with some pretty clever IT people, and I ran this past a few of them today. Not one of them said they would agree to a video conference call for a purpose such as this.

None of this really surprises me though - with First Direct internet banking, you can't even verify that their pop-up windows are secure or trustworthy. Look closely when you next type in your login details. No web address displayed, and not even an https padlock symbol. So much for online security good practice.

I'm going to ignore their demand for as long as possible, and if they close my account so be it. Their loss. Shame, as I always thought their telephone service was pretty good.

GingerBob_3

redkite89 wrote: »

Just contacted the call centre there's a 20 minute wait to be put through to the department dealing with the video calls. I could have requested a call back but it would be sometime in the next two weeks! What a joke.

F**k them off and go to another bank. Seems like that's what they want anyway.

ChiefGrasscutter

redkite89 wrote: »

Do people now have to get their documents certified when they open a new bank account? I last opened a new account (savings) probably 7 years ago. I just had to send utility bills etc and photocopy of my passport. I think only one new account wanted me to go through the certified verification procedure, the Coventry BS. Needless to say I didn't open an account with them.

Yes,
Pretty well every time and I've only lived here 30 years or so....
I have a certified copies of my passport ready in my filing system to be sent off and returned after inspection and I always have a recent paper original of a credit card bill available.
So for me it is just another sigh, get out the required papers and send them off --- job done.
Only ran into a problem once when some financial group decided that the passport certification was done so long ago (like 8 years!) that it really could not be used anymore.

As @GingerBob says it could be that FD only want customers for whom this sort of thing is second nature and have all the documents available and have passports, and can do this all in 5 minutes.
Those who kick up a fuss, cannot be bothered, cannot or do not want to comply are maybe the sort of customers they can do without. Perhaps they feel that the awkward squad are going to be equally awkward once they have the account and there basically cost them money.......who knows.