Closing a lapsed account with Starling - cannot pass security Qs

bollymoo

Many years ago (5+ maybe more?) I tried to open an account with Starling Bank. I got as far as confirming my ID with a video on the app, but never received any confirmation after that point and got frustrated with them so didn't follow it up, and assumed it had failed to be processed somewhere along the line.

I've just tried again to open to account - and failed - because apparently I already have an account with them. I can't remember my password so can't log in. Trying to re-set the password, as well as the usual security questions (name, address, DoB which obviously I do know) they also want me tell them what model phone I was using when I set up the account and what type of ID I used. I can't remember! Their only advice at that point was to call back later - they kept repeating they are a 24/7 bank. Time of day doesn't make any difference mate!!

So I am stuck with a bank account in my name that I can't access or close. There isn't any money in it - I never used it.

Any advice? Surely there is some legal provision to access and close lapsed accounts without having to remember the model of mobile phone you had at some unspecified date in the past?

Given I was thinking of changing because of dissatisfaction with customer service with my current bank, this has put me off.

Olinda99

call them back later. if you can't remember security questions they may need to write to you.

bollymoo

Olinda99 said:

call them back later. if you can't remember security questions they may need to write to you.

They've said all I can do is try again. And again. They won't write to me.

Shakin_Steve

Open an account with another bank, it's not as if you've got any money in there to lose.

km1500

if all else fails you could try raising a complaint with them

not exactly sure what the complaint would be but probably along the lines of they are unable or unwilling to tell you the procedure to follow if you have forgotten your log on details and cannot pass security to reset them (the procedure is almost certainly not 'call back later')

bollymoo

Shakin_Steve said:

Open an account with another bank, it's not as if you've got any money in there to lose.

I'm concerned it could affect my credit rating if I move, as I'll have an open account registered to an old address. Potentially opens me up to fraud too.

bollymoo

km1500 said:

if all else fails you could try raising a complaint with them

not exactly sure what the complaint would be but probably along the lines of they are unable or unwilling to tell you the procedure to follow if you have forgotten your log on details and cannot pass security to reset them (the procedure is almost certainly not 'call back later')

I did ask to make a complaint. They said they would email me to start the process. They haven't. 

boingy

How do I make a complaint? - Starling Help (starlingbank.com)

MEM62

bollymoo said:

Shakin_Steve said:

Open an account with another bank, it's not as if you've got any money in there to lose.

I'm concerned it could affect my credit rating if I move, as I'll have an open account registered to an old address. Potentially opens me up to fraud too.

It will have no impact on your credit standing.  Your risk of fraud is almost non existent.  In the first place you have no money in the account to take and even if you did if you cannot access the account how would anyone else.  

bollymoo

MEM62 said:

bollymoo said:

Shakin_Steve said:

Open an account with another bank, it's not as if you've got any money in there to lose.

I'm concerned it could affect my credit rating if I move, as I'll have an open account registered to an old address. Potentially opens me up to fraud too.

It will have no impact on your credit standing.  Your risk of fraud is almost non existent.  In the first place you have no money in the account to take and even if you did if you cannot access the account how would anyone else.  

If I move, but have a bank account registered to another address, this can cause problems with credit or further mortgages.

friolento

bollymoo said:

MEM62 said:

bollymoo said:

Shakin_Steve said:

Open an account with another bank, it's not as if you've got any money in there to lose.

I'm concerned it could affect my credit rating if I move, as I'll have an open account registered to an old address. Potentially opens me up to fraud too.

It will have no impact on your credit standing.  Your risk of fraud is almost non existent.  In the first place you have no money in the account to take and even if you did if you cannot access the account how would anyone else.  

If I move, but have a bank account registered to another address, this can cause problems with credit or further mortgages.

No, nothing to worry about regarding credit and mortgage.

Only problem could be if the bank write to your old address and you don’t see the letter. How likely is this in your case, given your account is dormant?