Metro Bank needing in person ID verification

m_c

I opened a Metro Bank savings account last year, to make use of their interest rate.

I withdrew some money a few weeks ago as I was making a large purchase, and had to phone them to get to authorise it, which they did.

However, I just tried withdrawing some more money this morning, and all attempts in the app and on the website resulted in an error message, so I phone them again.
After various questions and checks, apparently when I withdrew the money earlier this month, they have flagged it as potentially suspicious, and they now need to verify my ID in person at a branch.

The nearest branch is nearly 300 miles away.

I didn't have time earlier to argue or make a complaint, so had to finish the call, but has anybody else had this problem?

xylophone

and had to phone them to get to authorise it, which they did.

when I withdrew the money earlier this month, they have flagged it as potentially suspicious,

Authorised despite "flag"  ????? Something not quite right here?

And requesting that you make a 300 mile journey?

https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/

m_c

Going by this mornings call, even though they authorised the previous withdrawal, for some reason they flagged it. I do remember having to go through two levels of security identification at the time, and they asked various questions to make sure I wasn't being forced/manipulated into withdrawing the money.
The money got transferred back into the account it came from, so it's not like I'm paying a third party directly.

The guy I spoke to this morning didn't even know why it would have been flagged, but after being put on hold a couple times so he could ask some colleagues about it and the way forward, he explained at the call centre level, there was nothing they could do, as the only option they were left with was an in person visit. But he realised that wasn't really practical.
Unfortunately by that point I'd been on the call for over 30minutes, and had an appointment to go to, so couldn't pursue it further.

I'll phone them again tomorrow, and raise a complaint, as I could really do with getting the money out to pay my tax bill before the end of the month.


Although I was wondering what would happen if I was to open a Current Account..

flaneurs_lobster

Could you request account closure (thus returning funds to you) without the major road trip?

friolento

Travelling 300 miles to prove ID  is an unreasonable request. Have you asked them whether you can use the Post Office ID Service? www.postoffice.co.uk/identity/in-branch-verification-service

m_c

A bit of an update.
I took a gamble and applied for a current account last night, and phoned them this morning.

This now allows them to verify my ID by using the debit card instead of visiting a branch, however I now need to wait until I physically receive the card in order to complete the verification.
They also said the issue is they need the original withdrawal verified in that it was actually me who authorised it. The guy on the phone this morning was also unsure as to why they'd need that, given the payment shows as to being to an account in my name, but the system says no, so there is nothing they can about it now.

So I have some progress, although I'm fully expecting something to go wrong with receiving the new card.