Account Frozen
My son has a Nationwide account. He has had an account with them since birth although the type of account has changed over the years. He has had his current account for around 8 years.
Last week he couldn't get into his account. It turns out it has been frozen because they want ID. He provided ID when he changed to this account and although it was a bit of a hassle since he has neither passport nor driving license, it was sorted.
Apparently they sent a letter which we never received and still haven't. Hubby and son took ID into the branch, DWP letter, Hospital Letter and Blue Badge. It was accepted. But then it was not accepted by Head Office. They want a letter from the GP. Hubby requested this on Monday but so far nothing. Hubby called the GPs only do be told it has to be an online request, which I have now done but won't get sorted until Monday at the earliest.
My question is, Can Nationwide do this? His only income is UC (LCWRA). He had just been paid. Can they stop him having access to his benefits?
Comments
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Banks have a range of terms and conditions, and a whole load of legislation they have to follow.
So yes Nationwide are allowed to freeze his account until ID has been proved to their satisfaction.
This is why it's not a good idea to have just one account - a second current account with a different bank as a back up with some money in protects against these situations and things like technical outages.
On a side note I'd always recommend having a passport purely for ID. I don't drive and had one for over 20 years before I ever got on a plane! It's surprising how many times you can need it for ID over the 10 year period. The upfront cost can be expensive but well worth it when you look at how long it's valid for and universally accepted as ID.
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Why would a bank think a letter from his GP confirms anything (at least, anything which is within their business to know) that the other stuff already sent doesn't?
I don't think GPs have any special authority to confirm someone's identity
Unless he has some kind of specialist account related to his disabilities and the bank want proof he is still eligible for this 🤔
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No, he doesn't have a special account.
Our GP has never met him and nor have any of the other GPs (They keep leaving) Reception staff know him though.
Like you, I don't see that this will show anything that hasn't already been provided. He has been with them for nearly 30 years so it seems odd they suddenly want proof. Frustratingly, the lady who works in the local branch has known him about 25 years because our children were at school together.0 -
Earlier this year ,you had to fill a form about where your money was coming from . It was a prevention of money laundering. If you didn't the account would be frozen. I did mine online, as I have the app. This could of been what it was about, but getting your Gp letter is strange
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wow that terrible think all evidence you gave would be enough hope you get this sorted out but would be ringing them to say it’s ridiculous can’t get his money
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I think Nationwide have recently changed internal policies. Have seen a few issues like this with them recently. I left them last year, they had blocked me from making some transactions in the past.
Unfortunately they are allowed to do this and pretend that it's for our safety…it's not just Nationwide, many or possibly most are doing similar now.
With regards to ID. I tried to get a passport purely for ID purposes this year but couldn't because they wouldn't accept my ID! The process was not made accessible and even when I was suggested one adjustment, that turned out to be untrue and a further waste of my time.
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He tried getting a provisional license even though he'll never drive but that also needed ID he doesn't have.
It's crazy.
Apparently it's proof of address they want even though it is on the other documents.
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Complain to Nationwide, then if nothing comes of it, complain to the FCA:
If it does get to the stage of making a complaint, maybe it might be time to look elsewhere for a current account.1 -
Thank You. Once it is sorted we will complain. He has now had to pay £10 for the GP letter, that probably took a couple of minutes to type and print. It seems he is being discriminated against because of being disabled with learning difficulties, so not having the usual passport and driving license.
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£10 is very cheap. I had to pay £50 for a GP letter 3 years ago.
Was just dictated by the GP, typed badly by the receptionist, full of spelling errors, and wasn't even accurate for my conditions. Needless to say, I wouldn't pay for another one!
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It'snot so much the cost but the fact it won't tell them anymore than the evidence already provided.
The GP has also included his NHS number which they don't need to know.
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Ugh, Drs letter not accepted as not physically signed. This is getting ridiculous.
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Finally got his account unfrozen but had to get the GP to do another, signed letter.
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Pleased it's sorted now @onlymeagain after all of that! Thanks for sharing what you've been through getting this resolved.
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