Disability Discrimination? - Metro Bank

Justwe03

Hi,

I wasn't really sure whether to place this under banking or consumer rights so I apologise if I've chosen incorrectly. 

I’ve been in a very bizarre situation with Metro Bank this afternoon/evening and hoping someone can help me with the next steps.

Will try to lay it out as simply as possible and apologies for any formatting issues or errors. 

Key points:

I am a dormant customer of Metro Bank.

I have a degenerative disorder that is affecting my memory.

I have moved house.

———————————

Trying to get my affairs in order, I rediscover my account with Metro Bank. I make attempts to remember the login details for internet banking with no success. The pop-up advises me to call the help centre to get a reset.

Speaking to the Customer Service Agent who keeps telling me to just remember the details as it’s just a date and an 8-letter word. He’s nice but a bit unnecessary and unable to fathom when I explain that my illness is affecting my memory and despite efforts, I cannot recall these details and the account is locked whilst we are on the phone.

He says the solution now is to send out a ‘magic word’ to enable me to reset my credentials.

“Great. I’ll just need to update my address.”

This we can’t do. The service agent cannot update my address because I have to do it via internet banking (policy) and I cannot access internet banking without Magic Word.

A letter will be sent to the old address 180 miles away. (Left 3 years ago so I can’t set up a redirect to try and capture it)

The service agent then tells me the bank can send Magic Words out via email but only if internet banking hasn’t been set up. (policy)

I ask what we do now as we’re stuck in a loop. I can’t get into internet banking to update the address and I can’t update the address to get into internet banking.

The only other option is to go into a branch. I am now 70.1 miles away from the nearest branch and with my health, it’s not feasible I could even get there safely.

The service agent keeps reiterating I either need to remember the details or go into a branch.

"There’s got to be another way for me to update at least the address."

The service agent tells me I can do it via the post office but he doesn’t know the process nor will find out to tell me and I should just go to the branch.

"Is there a vulnerable customers team that I can speak to or can the account be flagged to them for some assistance?"

There is a team but they are finished for the day and he can’t put a note/flag on the account or email them or provide me with a number. (It specifically says on the MetroBank website that notes can be left on the account regarding accessibility) 

We’re both stumped and the call has been nearly an hour with policy seemingly stuck us in an infinite loop of no resolution.

I ask if I can raise a complaint about the policies and a lack of process available for being physically unable to get to a branch.

I'm told I can put in a complaint but it’s a policy it will be automatically closed and a final response sent out to the address currently on the account as such I can’t raise it to the financial ombudsman as I can’t get the code off the letter.

Again, they told me they could send this letter via email if I hadn’t set up internet banking in the past.

I guess my main ‘gripes’ are:

1. I can’t access my funds

2. I am policy blocked from escalating a complaint to the financial ombudsman

3. Metro Bank can send out the solution via email by its own admission.

4. There’s no direction or pathway for a disabled person to get access to the account

I’m a bit baffled it’s being made so unnecessarily complicated. It seems it would be easier to get access to it if I’d died!

As I apparently can’t escalate this to the ombudsman is there a different avenue I can approach?

lr1277

Sorry can't answer your questions. There is a disability money matters under Life and Family. You might be better placed asking your questions there, or asking a moderator to move your post to that board.

TheBanker

I think this is difficult - the bank has to balance the security of your funds with treating you in a fair and reasonable way.

I am not sure that discrimination is present based on the strict legal definition. The first thing I would try is calling back during the day when the vulnerable customer team might be available. But even then I don't think they'll over-ride the security procedures.

What are you intending to do with the account/balance? Do you want to use it or do you just want to withdraw the funds and close it?

Justwe03

TheBanker said:

I think this is difficult - the bank has to balance the security of your funds with treating you in a fair and reasonable way.

I am not sure that discrimination is present based on the strict legal definition. The first thing I would try is calling back during the day when the vulnerable customer team might be available. But even then I don't think they'll over-ride the security procedures.

What are you intending to do with the account/balance? Do you want to use it or do you just want to withdraw the funds and close it?

I would absolutely agree if it wasn’t that I’d already passed the security checks to speak about the account, get the balance etc.. so it isn’t a security issue but a lack of process and fixed policies that haven’t considered accessibility needs or I’ve been advised incorrectly which is a possibility as well. 

They are saying it’s not possible for them to take any action on the account at their end at all and I have to do it through internet banking. Which I can’t access and they can’t grant me access. 

Or go into a branch which I can’t access due to disability. 

Then it was just an ‘oh well there’s nothing to be done then’ kind of attitude and then told I can’t even raise a complaint. 

There must have been processes in place during covid when branches were closed also to enable people to manage accounts by post or phone?

I just wanted to forward the funds to my current account and close it. 

Just to add I don’t think this is a deliberate thing but I do think it is absolutely barmy and possibly falling into indirectly discriminatory. 

MovingForwards

You can lodge a complaint:
https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/

If you've got the account details eg sort code, account number etc switch that account to someone else as there's a few offers around at the moment.

Some banks allow you to switch it into your existing account and receive their reward, subject to criteria.

Justwe03

Thanks so much. I also spoke to the EASS this morning and they have given me some advice and a template letter to send re failing to make a reasonable adjustment. So I will follow up with this also and hopefully get it sorted. What a palava! 

Section62

TheBanker said:

I am not sure that discrimination is present based on the strict legal definition. The first thing I would try is calling back during the day when the vulnerable customer team might be available.

^This.

Which is why the situation hasn't (yet) become an infinite loop.  There's an 'escape' to another team who may be more proactive.

If not, make a formal complaint to MetroBank - unless you've been vexatious/abusive in the past they can't refuse to log details of your complaint*.  If they close it immediately it doesn't matter, you've fulfilled your obligation to complain to the provider first. (*Even if you have, they should still handle any further complaints fairly)

AKAIK there is no need to get a 'code' from a letter to escalate a complaint to FOS - not least because there is a right to go to FOS where the FI haven't responded within 8 weeks.

I escalated a complaint to FOS last week, and although there was a box on the online form for the [complaint] 'reference number' [or similar] this wasn't a "Required" field, you could simply write "Unknown" or leave the box blank.

It won't necessarily lead to a swift conclusion though - on submitting the form I got a pop-up saying they were very busy with complaints and it would take longer than normal for them to deal with it.  Over a week later I still don't have anything more than an automated reply saying they had received something from me.

mab3000

MovingForwards said:

If you've got the account details eg sort code, account number etc switch that account to someone else as there's a few offers around at the moment.

Some banks allow you to switch it into your existing account and receive their reward, subject to criteria.

The OP would need to change the address with Metro Bank in order for the switch to work, otherwise it would get rejected based on the customer details not matching. 

theoretica

Another option to try might be going in to a post office when they aren't busy, and asking if they by any chance can find out the address change procedure for Metro Bank. 

Section62

theoretica said:

Another option to try might be going in to a post office when they aren't busy, and asking if they by any chance can find out the address change procedure for Metro Bank. 

I'd guess the daytime-only 'vulnerable customer' team at MetroBank would know the procedure, or be able to find out for the OP.

DullGreyGuy

You will be able to escalate it to the Financial Ombudsman, they ask both you and the bank for a copy of the final response and so whilst you cannot provide it the bank will be able to. I would have thought they can also issue the final response by email.

DDA requires them to make reasonable adjustments for disability however they do still have to consider other factors like customer security. Sticking a balance between the two conflicting obligations is always going to be difficult and what works for one person may be too extreme in one direction or the other for the next.

Why are you so interested in reactivating the dormant account? Would it potentially be better to just open a new account at your current address for whatever it is you are wanting to achieve?