Just sent off the following complaint:
1/ Tell us what happened
I would like to provide some feedback on my experience with the new Know Your Customer or KYC program.
I did receive some emails and SMS messages about needing to verify my identity. That is fine. I did try, but had concerns about the questions with my
employment and financial situation. Just what exactly am I consenting too as more third party providers are seeking more information?
It was not made clear just what exactly would happen if I did not provide these details by the 16/05/2024. From one message, it was access to new
services that would be impacted. There was no one I could directly reply too with the messages I did receive about my concerns. I was not caught
surprised that I did get fully locked out.
To find my self locked out of all banking facilities is a stressful experience. I was not immediately impacted by it, but was going to create a lot of
problems the longer it went on. I did receive one phone number I could contact once my account was locked.
The phone call went well and sorted out the verification. Did not have to respond to the questions about my financial situation overview. I did
respond to the question about my employment.
When conducting this call, there was an automated message at the start that any mention of a heath issue will be taken as consent for the bank to
collect my personal health information. Has a similar consent policy been made when it comes to answering these questions about employment and
financial situation?
For a more detailed account on how this process has gone in my situation and how I worked through it:
www.abovetopsecret.com...
In progressing through the issues of privacy the way I have, I am in an awkward position with submitting a complaint about this matter. To do so will
open some of my social media profile to the bank. Hope it helps the greater good find a more reasonable path through the complex issues.
2/ And how we could fix it
Improvements that can be made include a clearer and consistent message about what exactly will happen if I do not complete the verification in how all
banking services will be locked until completed. I did have some doubt with the mixed messages of a work in progress.
How this is about the issues of fraud in a technological evolving landscape is a more reasonable way to put it than the terrorism approach.
I don't know if there is some covert consent clause with the questions on my job and financial overview. If so, just ask for consent on these privacy
matters.
To get locked out to more easily find someone familiar with the topic and issues has been a stressful process.
As one of the earlier ones to go through the KYC program, hope it helps in trying to find a responsible, reasonable and appropriate path through the
challenges ahead.