My complaint:
my complaint is about the verification process. On the 8th February i received a email asking me to upload documents to verify my account.This was done ly taking care to forward what was requested. on the 11th, i received another email informing me that my proof of address and debit card images was rejected, i ly forward the requested documents .on the 14th i received a further email informing me that my proof of address was rejected, with explanation, and requested a copy of my bank statement, once again i ly forwarded the documents. I also emailed customer services and informed them that if they wanted i was happy to send scanned copies to avoid any further image problems, no reply was received. Not withstanding the above process, i have been denied access to my funds, namely no withdrawals.
I fully understand that verification needs to be done, however, i can see no reason for stopping my withdrawals. The complaint is all about the lack of information regarding the rejected documents, and the poor response from your customer services.
Suggested solution:
This complaint can be solved, with a clear explanation for the reason for rejecting my documents.
The documents forwarded are as follow:
UK driving licence (showing my Address)
Bank statement (showing my Address)
British Gas utility bill (showing my Address)
EDF electricity bill (showing my Address)
2x Bank debit cards