Alliance & Leicester are the pits

Oblivion

For years my wife and I have had a joint on-line savings account plus a now-sizeable cash ISA each with A&L. We each applied on-line last week for a new Direct ISA Issue 4 a/c with the intention of transferring our old A&L ISAs across to get the better rate. You'd think it would be a simple internal transfer with no complications ... think again.

This morning's post has brought us each a letter saying that their usual identification processes have failed to confirm our identity! !!!!!!. We've only lived in the same property for 33 years, and paid taxes all our working lives, and we've got three existing A&L accounts, and they can't identify us?!! :mad:

So now we are required to send them proof of ID and address, but unlike other banks and building societies, we can't just send them original documents like a council tax bill, a P2 tax document or bank statement, oh no. They require that we have to track down a professional person from their approved list of occupations, and get photocopies of the documents certified as they won't accept originals of anything.

I phoned them this afternoon, and explained I'd never had this problem with any of the numerous other banks and BSs I deal with ... no dice, computer says NO and that's final. Well I shall be pulling my money out from this pathetic bunch of cowboys and placing it with an organisation that uses 21st century verification systems that can identify me.

A&L, you are a joke.

emma396

i had a similar thing happen with west brom BS, unlike you tho i don't have accounts with them. they tried to verify me via equifax which i assume would be easy as i have millions of accounts eveywhere and have lived in the same address all my life, but no. i've been in touch with best brom and they keep telling to me get in touch with equifax who send me back to west brom :mad:

Meltdown_2

If the address as entered on the electoral roll doesn't match the address EXACTLY as you entered it online (or that A&L already have entered for you) there can be problems...
"The computer says NO."
Check your address on the ER. (You might still have the last registration form if you registered online rather than returning it; otherwise check at nearest library.)
Then if your A&L address is different, amend the A&L one online (at least until you can get ID stuff sorted).

It is also possible there is a mismatch by the computer regarding middle names.

MarkyMarkD

Useful points, Meltdown.

Many financial institutions are unhappy to rely on their previous identity verification, because procedures in the past across the whole industry were far more lax than they are now. So the fact you have an existing account doesn't, as far as the regulators are concerned, prove anything unless it was itself verified using the currently acceptable procedures.

A&L and others use electoral roll/credit reference agency based verification methods. These are pretty effective and most people won't have to go through the manual procedures. But if any of your details don't stack up - for whatever reason - it will hamper your application process.

Oblivion

MarkyMarkD wrote: »

Useful points, Meltdown.

Many financial institutions are unhappy to rely on their previous identity verification, because procedures in the past across the whole industry were far more lax than they are now. So the fact you have an existing account doesn't, as far as the regulators are concerned, prove anything unless it was itself verified using the currently acceptable procedures.

A&L and others use electoral roll/credit reference agency based verification methods. These are pretty effective and most people won't have to go through the manual procedures. But if any of your details don't stack up - for whatever reason - it will hamper your application process.

My real point here is that A&L are completely behind the times. I have opened several savings accounts in the past year (salting away my retirement money) and the real players are using on-line registration software that invites you (not compulsory) to enter your passport number and driving licence number when applying for a new account. Every time I've encountered and used this process it has been successful; no further documentation required.

A&L not only don't have this facility, they don't even allow you to send original documents as proof of identity. Alliance & Leicester are a failing organisation that is doubly behind the times. They do not deserve to exist in the modern financial world.

MarkyMarkD

I'm not aware that third parties can access Passport Agency or DVLA records to check those details, so I don't see how they are any help in online identity verification.

As I've already said, the online verification systems used by A&L work fine if you are on the electoral roll at your application address. It's only, IMHO, when this isn't true - because you've moved, or not registered - and there is no other credit record linking your name and address details that there is likely to be a problem.

rinoa778

I remember when I opened my online savers account (which I have closed cos the rate is rubbish) I had to have photocopies of something which shows my address (utility bill within 3 months) and proof of name (passport) Not only that but it had to be certified. I was initially put off because I thought I had to get a solicitor but I phoned up the helpline and if you pop in branch and talk to Customer Service, they will (either photocopy if you haven't done so) and verify your address (sign it, this copy bears a resemblance etc)

Of course, I only relate to opening a savers account and not being an existing customer with an online account, opening an online ISA.

"A&L not only don't have this facility, they don't even allow you to send original documents as proof of identity. Alliance & Leicester are a failing organisation that is doubly behind the times. They do not deserve to exist in the modern financial world."

The thing with original documents is there is a chance it can get lost in the post. I think it's good sense that they have to verify who you are by looking at you and the original document, then send off a copy. I'd much rather send off a verified photocopy than the original document. When you withdraw above the cashpoint limit at a branch account, you are expected to produce one original document as proof of ID. I think this is good practice.

Oblivion

MarkyMarkD wrote: »

I'm not aware that third parties can access Passport Agency or DVLA records to check those details, so I don't see how they are any help in online identity verification.

I'm always happy to increase someone's awareness ...

http://www.ips.gov.uk/identity/working-pvs-financial.asp

.

Somerset

MarkyMarkD wrote: »

I'm not aware that third parties can access Passport Agency or DVLA records to check those details, so I don't see how they are any help in online identity verification.
I did a couple of months back -I think it was Kaupthing Edge but not 100% sure. That was all they needed, nothing in the post.

As I've already said, the online verification systems used by A&L work fine if you are on the electoral roll at your application address. It's only, IMHO, when this isn't true - because you've moved, or not registered - and there is no other credit record linking your name and address details that there is likely to be a problem.
I gave up trying to open an account with A&L. I'm on the ER plus substantial credit history at my address. They required the photocopied certified the OP refers to. I made three attempts - all rejected, the last set were actually copied/checked/double checked by A&L staff at local branch because of the previous problems - they were also rejected. So I deposited with Kaupthing instead.

So I'm with the OP on A&L.

Meltdown_2

Oblivion wrote: »

I'm always happy to increase someone's awareness ...
http://www.ips.gov.uk/identity/working-pvs-financial.asp

Thanks for the link - very interesting - but it doesn't seem to be describing an online verification of passport details.
Thus if you entered your passport number along with other personal details via an online account opening procedure, then some human would have to step into the process at some stage to do all the necessary verification. That hardly sounds cutting-edge to me.

Oblivion

Meltdown wrote: »

Thanks for the link - very interesting - but it doesn't seem to be describing an online verification of passport details.
Thus if you entered your passport number along with other personal details via an online account opening procedure, then some human would have to step into the process at some stage to do all the necessary verification. That hardly sounds cutting-edge to me.

I agree it doesn't read that way, but I suspect that the major users are able to negotiate some sort of on-line arrangement. Having worked with financial systems all my working life, I know that this is quite common.

Each time I have come across this application process software in recent months, my application has been processed and verified by the time I filled in the last field and I got a message on screen telling me that no further documents would be required. All very slick. If only all banks and building societies would subscribe to it, it would make life so much easier.