Problem opening NatWest current account - but not told where problem is!

Notepad_Phil

Hello all,

Mrs Notepad has tried to open a NatWest Select current account this morning using her laptop (i.e. not mobile app) but on both attempts although the HooYu process appears to validate her she then gets an email from NatWest a couple of minutes later stating "Sorry, we can't open your account ... We need to check your identity when you open a bank account. Unfortunately, we couldn't do this with the information you gave us."

As I say the HooYu process does seem to validate her, i.e. it says "Thank you. Your verification is completed." followed by 2 ticks for "Liveness check was successful" and "Photo ID Passport accepted" but then a couple of minutes later the email from NatWest comes and says it needs to check her identity.

Does anyone have any idea as to what could be the issue? I did read of issues where missing part of a name on the application can cause an issue, but she's put her full name on the application which is exactly what is on the passport.

If it were possible then she'd go into a branch to open the account, but it seems that opening an account can now only be done online or via the app.

Many thanks for any help.

boingy

The only thing I can think of is to try a driving licence instead of a passport, assuming she has one. 

Notepad_Phil

boingy said:

The only thing I can think of is to try a driving licence instead of a passport, assuming she has one. 

Unfortunately I think it wants the newer-style photo version, but I'll pass that on when she gets back later so Mrs Notepad can double check.

tizerbelle

Found these contact details buried deep in the help pages - may still be in operation if you want to talk to someone

You can also get in touch with our Account Opening Telephony team. They can help you with a range of Savings accounts as well as our Select and Reward current accounts. 

NatWest account opening 0800 200 400 (overseas +44 121 695 9238) 
Minicom: 0800 917 0526 
Open Monday to Friday 8am - 8pm, Saturday 9am - 3pm 
(Opening hours may vary on public holidays) 
Calls may be recorded.

Notepad_Phil

Problem solved.

I managed to get through to a real person via the Cora online help who then passed me onto a member of the application support team who via Mrs Notepad's reserved customer number and reference was able to tell me that although no detail had been sent to Mrs Notepad, the problem was actually that the passport had not been uploaded clearly and that someone else was also in the selfie that had been done.

I assume the someone else was me, so this time I stayed well away from the laptop during the selfie check. Whilst for the passport I redid the photo with more of a black background around the passport.

This time the application went through and a NatWest "You'll be able to use your account soon" email received.

Quite why they couldn't tell us there had been problems and what they were is a bit/lot of an annoyance which I've passed onto their customer feedback.

boingy

I'm glad that it's sorted and it never occurred to me that the driving licence might be pre-photo era. You need to move house more often!

I can't remember which bank app it was but I've got a shaved head and a large beard and every time I took the selfie it said it had detected a second person in the picture. I had to frame it so most of the beard was out of shot to get accepted. So that app did give useful feedback but it turned into a bit of a game to get an acceptable piccie.

PaulBear

Although this is not your current problem, be aware that the NatWest app is quite flakey. For the past 2 days I have been unable to log into it(all other banking apps OK). Only help they offer is to delete and reinstall.

You would think that they could spend some of their vast profits on a stable and more useable app.

TheBanker

PaulBear said:

Although this is not your current problem, be aware that the NatWest app is quite flakey. For the past 2 days I have been unable to log into it(all other banking apps OK). Only help they offer is to delete and reinstall.

You would think that they could spend some of their vast profits on a stable and more useable app.

Not my experience at all. 

Brisbarrie

I have always found their app to be excellent.

MrFrugalFever

PaulBear said:

Although this is not your current problem, be aware that the NatWest app is quite flakey. For the past 2 days I have been unable to log into it(all other banking apps OK). Only help they offer is to delete and reinstall.

You would think that they could spend some of their vast profits on a stable and more useable app.

Never had a problem with their app. The latest change is a minor frustration as the ‘make a payment’ is now in a different place but other than that it’s an easy and clear app.