Trouble opening a shawbrook account

ProDave

We have been trying for over a week.

They insist on you uploading identification documents (driving licence, utility bill etc) with an on line verification tool.  This tool asks you to present the document to the camera, it fiddles around a bit with it, shows a crystal clear, in focus copy of it on my screen, then says the document is not recognised.

We have tried it on the phone app and on the link on a proper windows computer,  Both fail.

Surely I can't be the only one finding this software is a pile of poo?  Or are you all going to tell me your documents are instantly recognised and it just goes through?

Bigwheels1111

I never had that.
Just went through and opened there and then.

Albermarle

These ID checks are often applied if the automatic identity checking throws up an issue. Can be something like having not lived at current address very long, often you never know what the issue is.
I would move on and open an account at another provider. There have been a few threads about Shawbrook not answering the phone/queries for ages.  Their customer service seems under resourced generally.

ProDave

Yes I am on the verge of just moving to the next one on the list and try elsewhere.

The issue may be our house is new, but it has been on the council tax and electoral roll register for over 5 years,  but some institutions still regard that as "new"  But all the same, it managed to capture a photo of the relevant ID documents and then appeared to try and process them automatically and reject them.  They were clear images so why not program it to pass them on to a human being to have a look at?  They specifically say you cannot submit your ID documents by email, it has to be through this disfunctional app.