Bank forcing vulnerable person to break shielding

[Deleted User]

Anyway I've just connected with their chief compliance officer so hopefully he has a little imagination 

kaMelo

Heathertanit said:

kaMelo I'm sure they could arrange a quick video call if they put their minds to it no? 

They could, but they cannot verify the ID documents over a video call or take a copy of it. 

[Deleted User]

@phillw they recorded the conversations also so no they did not say anything untoward, this happened 4 or 5 times, the last was a manager they had requested to speak to 

SingleSue

As long as your non shielding son takes the suitable precautions, tries for a quieter time of day etc and doesn't dally elsewhere, it should be ok for him to present himself at the bank and get it sorted. However, if he is not comfortable with doing this, he will have to accept there is no other way around it and find alternatives until he does feel safer.

I do have empathy, I am shielding and I have a rather nice cheque sitting here until I can go in and deposit it (I could post it but that brings its own issues with getting to the post box!). In the meantime, I am secure in the knowledge that I have a little buffer sitting on my shelf that I cannot waste on stuff I don't really need right now.

If food is an issue, the shielded one can sign up again for the food parcels or would there be a possibility of yourself doing a shop for them? Or paying some of the bills stacking up to take some of the heat off until things can be sorted?

phillw

Heathertanit said:

kaMelo I'm sure they could arrange a quick video call if they put their minds to it no? 

They wouldn't be able to examine the ID and take a copy of it.

LilElvis

Heathertanit said:

Anyway I've just connected with their chief compliance officer so hopefully he has a little imagination 

No, you've connected with the next level up in the complaint chain. Hopefully they can speed things up but it will still take time - the majority of bank staff are working from home or from small hubs in branches which are closed. 

[Deleted User]

Thanks @SingleSue

[Deleted User]

@kaMelo the last time I was over there I had to verify my id in a bank and that simply consisted of them looking at it and writing down the document number. I'm sure that's possible over video call and a copy can be emailed surely. Anyway let's see what the compliance officer has to say tomorrow 

LilElvis

Heathertanit said:

@kaMelo the last time I was over there I had to verify my id in a bank and that simply consisted of them looking at it and writing down the document number. I'm sure that's possible over video call and a copy can be emailed surely. Anyway let's see what the compliance officer has to say tomorrow 

They physically look at the document to check that it is valid and has not been doctored - something they can't verify from a video or a photocopy. 

Edit: The bank won't deal with you because of privacy - have a Google about GDPR. This has nothing to do with you and they won't discuss your adult son's banking arrangements with a third party. 

kaMelo

They are all copies though, they want the physical item in their hands to confirm it's genuine and look at the person to see it's them, an email doesn't suffice in that regard.
They may only have taken the document number but in your scenario but they recorded as physically seeing the document. If all they have is a document number, to get the original they would have to apply to whoever issued it which is problematic mainly for data protection reasons.  
I genuinely wish you/him well tomorrow with the compliance officer, but keep your expectations low and then you/he can be pleasantly surprised if it goes well.