2 weeks ago
2 weeks ago
Hey @username101, I believe I have just replied to your Facebook posts regarding this.
It sounds as though the details you provided over the phone didn't match with what we hold on file for you. I can understand why you would be frustrated with this situation, though our ID procedures are in place to protect the security of your accounts and to prevent them from being accessed by anyone other than yourself or authorised account holders.
If you are unable to be identified then there are no changes that can be made to your customer profile. We have a duty of care to protect not only your funds, but also your personal information. If we can't verify your identity, then a hold is placed on any access to your accounts until we are able to do so. I do understand that being asked to visit a branch is not always ideal, though this is required so that ID can be sighted and any necessary information updated.
As advised, we will be in contact tomorrow to see how we may be able to assist further.
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