When I signed up autofill added my first and middle name instead of first and last name and I didn’t realise until I got correspondence. I tried using the Live Chat however even after providing my passport and all my details I was still told that I had to provide a selfie of me holding my passport next to my face. My arms are simply not long enough to allow me to do that. I can’t get both in. There is nothing I can do yet they are refusing to do anything as it’s an anti-fraud requirement. So let’s get this clear they signed me with the wrong details and now to correct what is wrong I can’t do that do that because they are scared about fraud when the information they have is wrong to start with. I’d say that’s their bigger problem. I am not the name they have. It’s absurd but hey ho apparently my account is much safer now that they have my wrong name.
When I signed up I did not have to provide a selfie with a passport therefore the requirement that is absolutely essential now is ridiculous. It’s more onerous than opening the account in the first place.
Wrong Name on Account as Middle Name Used Not Surname
+1Hi
Thank you for taking the time to explain everything.
The account was set up with the wrong name due to autofill, and it’s understandable that this now needs to be put right. The selfie check is simply there to help confirm that we are speaking with the correct customer and that the documents match the account details.
If it helps, you do not need to hold the phone out at arm’s length. You may find it easier to place the phone on a flat surface, set a timer, and take the photo that way. That can make it much simpler to show both your face and your passport clearly. You may reach back out to our team via https://www.idmobile.co.uk/live-chat or you can contact us via Facebook or Instagram via private message.
I do apologise for the inconvenience this has caused you. We’re here to help and will do our best to move this forward for you.
Thanks,
Tashnieka
The iD Mobile Support Team
I’ll pass. It can remain wrong. The only person that hurts is yourselves as you have signed up someone for an account that isn’t actually me presumably doing a credit check for which the information will not have matched. The failure here is not to correct the record for which you have all my information to do so. You have my personal details, address history and passport as well as my credit file which you checked. You have everything to identify me. You will not find the person you have against my credit file. How did you not manage to pick up that the wrong name was used? Doesn’t say a lot for your processes.
+16Hi
I'm sorry to hear that you're unhappy with the situation, and I can appreciate why this would be both concerning and frustrating from your perspective.
While we understand that you'd like the details corrected, the checks and verification requirements are in place to help protect customers and prevent fraudulent activity. Even where information appears to match, we're required to follow specific security processes before changes can be made to account details.
I appreciate that this may feel unnecessary given the information you've already provided, however these measures are designed to safeguard customer accounts and ensure that changes are only made when the required verification has been completed.
We understand your concerns regarding the information currently held on the account and the impact this may have had. However, any amendments would need to be completed through the appropriate verification process to protect both you and the account.
We're sorry for the frustration this has caused and appreciate you taking the time to share your feedback regarding the process.
Regards,
Gemma M
The iD Mobile Social Media Team
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