Revolut asks for photo id, but refuses photo with id theft protection

alexrw

I am not asking for legal advice (though I'd welcome it, obviously), but would be grateful for information from those who know the law better than I do, or who could point me in the right direction.

Revolut (online bank) recently blocked my account for no reason (beyond the scope of this thread). I have quite a bit of funds there which I can no longer access. In order to unblock the account they ask for 3 digital photos to be sent to them online, in order for them to store on their records: ID, back of ID, and ID held next to my face.

I am used to do this for online exchanges. I cut a tiny piece of paper on which I wrote "For ID verification at Revolut Ltd ONLY, [date], [signature]" and have placed it on top of the passport, along its margin, making sure that it obscures *none* of the information on the passport.

That is fairly common practice at exchanges, and it is used to protect against identity theft - e.g. a disgruntled employee at Revolut could impersonate me (they have access to id photos, address, DoB and other personal information, credit cards, etc ... pretty much everything). i have never given clean photos of my ID without some form of ID theft protection.

Revolut is refusing to accept the photos as ID evidence, and asks me to remove the piece of paper. They cited "UK banking regulations" and closed the discussion.

I have been unable to find any regulation that stipulate the above is not allowed. I would like to complain to the ombudsman about this but wanted to get more opinions from others.

r2015

Give them what they want then when you have access to your account withdraw the money then close it.

masonic

How are they asking you to send them this information? (e.g. by email / through the app)

For context, Natwest asks customers to upload photos / scans of unaltered documents to an online portal. Other banks, such as HSBC group, Lloyds group, physically take your documents away and photocopy them. So this is not unusual practice.

eDicky

Revolut capture and transmit the photos directly with the app.

alexrw

Can anyone point me to any regulations that essentially stipulate Revolut is in their right to refuse this, or point me in a direction where I could find out what and whom the law covers? I don't want this thread to turn into a personal opinion salad.

They asked for it in the chat of the app (the app is totally blocked except for the chat) The same chat is visible by all customer service employees (not all employees should have access to such sensitive customer information, but that's another issue).

The problem is storing it in a way that allows it to be reused by any of their employees who has access to it for ID verification *anywhere* else - it is stored digitally, in clear, in color, and high resolution. I'm not sure about paper photocopies. Also, Halifax did *not* take any photocopy of my ID. They verified it on the spot then gave it back to me.

EDIT: Revolut had previously accepted the same kind of photo (with id theft protection) from my wife.

Chino

I can't answer your question, but Revolut does require applicants for accounts to:
"Take a clear picture of your identity document, where every single detail is readable without any blur"

Obscuring part of the identity document would breach this requirement.
https://www.revolut.com/help/getting-started/verifying-identity/how-do-i-verify-my-identity

I'd be more concerned with why Revolut arbitrarily blocked my account in the first place!

Take the advice given by r2015.

alexrw

"Take a clear picture of your identity document, where every single detail is readable without any blur"

But that's exactly what I said: EVERY single detail is readable. NO detail was obscured. The piece of paper lies on the margin over a blank area of the passport just to prevent it from being cropped without leaving a trace.

Also, the page you link to says "tips" (not regulations/law).

I'm very concerned about why it blocked too, but right now I want to regain access to my own money, and deal with the "why" question afterwards (will most likely close the account).

ValiantSon

You have two choices:

1) Submit the pictures in the form that they ask for and then make a formal complaint with them. They have 8 weeks to provide a response, and then you can take it to the FOS. In the meantime you can withdraw all of your money.

2) Don't submit the pictures, but still make a formal complaint. You won't have access to the money until the complaint is resolved, and you may still have to comply with their request if the FOS finds in their favour.

alexrw

Indeed I'm aware of the choices I have, and the reason for asking in here is to help with the content of my complaint. I want to find out what and who the law covers or a pointer in that direction (the replies so far didn't address that). Their T&Cs were not violated.

I'm also inclined to write to my MP regarding this. I feel it's time for some stronger regulations to protect customers, because right now it seems companies feel entitled to get hold of all your personal and financial data, down to clear photos of passports, that can be then used for all sort of nefarious purposes when they lack a minimum of ID theft protection. It's insane.

If said company had it in their T&Cs upon signup that ID photos must not include any foreign object whatsoever anywhere on the surface of the ID - or if the law/regulations stipulated it - then I wouldn't complain. But right now neither the law/regulations nor their T&Cs stipulate anything like that. They ask for every single detail to be readable ... which they are.

masonic

alexrw wrote: »

If said company had it in their T&Cs upon signup that ID photos must not include any foreign object whatsoever anywhere on the surface of the ID - or if the law/regulations stipulated it - then I wouldn't complain. But right now neither the law/regulations nor their T&Cs stipulate anything like that. They ask for every single detail to be readable ... which they are.

https://www.gov.uk/guidance/money-laundering-regulations-your-responsibilities

There is no legal provision for obscuring the document in the manner that you suggest. I'm not aware of any major bank that allows it, so I very much doubt your complaint would be successful. Banks have a legal obligation to collect valid documentation and it is reasonable for them to insist on documentation that is not covered in any way by a foreign object.

ValiantSon

alexrw wrote: »

Indeed I'm aware of the choices I have, and the reason for asking in here is to help with the content of my complaint. I want to find out what and who the law covers or a pointer in that direction (the replies so far didn't address that). Their T&Cs were not violated.

The replies have covered it; they have not done anything contrary to the law.

As I said, you can make a complaint.

alexrw wrote: »

I'm also inclined to write to my MP regarding this. I feel it's time for some stronger regulations to protect customers, because right now it seems companies feel entitled to get hold of all your personal and financial data, down to clear photos of passports, that can be then used for all sort of nefarious purposes when they lack a minimum of ID theft protection. It's insane.

Feel free to write to your MP. It probably won't get you anywhere, but it is your right to do so. Parliament is not going to concern itself with this as it is, honestly, a trivial matter. No government is going to devote parliamentary time to it, so your best hope is a private members bill. That will require the member winning the lottery to have their bill read, and then for sufficient time to be found for it to pass through the stages. In truth, most private members bills only proceed because they are adopted by the government. Your MP may decide it is a cause worth fighting, but at best they will probably only ask a question of the relevant minister, who will give a largely non-committal response. As I say, however, it is your right to write to them, and I support the idea that MPs should be made aware of issues that their constituents are unhappy about.

I don't believe that banks are asking for these things for any sort of nefarious reason, and you have no idea what systems they or any other bank has in place to protect your data. It will be more than you are suggesting. The potential fines for failing to protect customer data are enormous.

I disagree with your view that it is, "insane", and this despite having been irritated by some of the requirements (not least NatWest's nonsensical requirements for the format in which photos of ID have to be uploaded).

alexrw wrote: »

If said company had it in their T&Cs upon signup that ID photos must not include any foreign object whatsoever anywhere on the surface of the ID - or if the law/regulations stipulated it - then I wouldn't complain. But right now neither the law/regulations nor their T&Cs stipulate anything like that. They ask for every single detail to be readable ... which they are.

You have obscured part of the passport. You can argue that all of the details are visible, but you have obscured part of the passport, and they are entitled to say that they won't accept it. If the FOS ultimately rule in your favour, then this may set precedent (although that isn't guaranteed).

You didn't want this thread to, "turn into a personal opinion salad," but then got into your own personal opinions, so you have invited it. I actually gave you a factual and to the point response, but you were dismissive of it and wanted to vent, so you have now had my view too. You have also had the factual position.

Do as you wish.