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Alex W

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Review of the Tembo Money, Cash ISA:

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Problems with Tembo, How disorganised can you be?!

Problems with Tembo. I first applied for the Tembo Isa account on the 6th April. Unfortunately the automatic verification failed and I was directed to use a process called Onfido Identity Verifcation. Without realising it, this was the start of a repetitive and problematic process that doesn’t seem to have an end to it. The first set of identifications I sent failed due to the fact that my passport image I used was a high resolution scanned image taken using a scanner. Apparently this image was not sufficient as they require a photo to be taken of the passport. The photo I took of myself at the time was however fine. The problem here is that it took two days for Onfido Identity verification to inform me that the passport image could not be used. I took a photo of my passport as requested and attached the photo I had previously taken of myself and resubmitted the verification (08/04/2025). Another day passed. I received a link from Onfido Identity Vefication again this time however it had somebody elses name!. I contacted Heather at Onfido to inform her that the wrong persons name was sent on a link to me. She re-assured me that this was a typing error and that it was a simple mistake. Not a problem. I was also informed that I had received the link because my verification had failed due to the fact that the photo I had taken of myself was older than 24 hours. No kidding! I took the photo on the Sunday and a number of days had elapsed before they had contacted me. Anyway, I submitted the verification once more this time with an up to date photo of myself and another photo of my passport once more so as not to fall foul to the fact they take so long to process that it would fail again. Shortly after submitting I received another email from Onfido once again addressed to a different individual asking me once more to go through the verification process. I immediately emailed Onfido again detailing that I had once again received an email addressed to a different individual and that I am seriously concerned that they had emailed once again requesting verification again. Helen from Ofido emailed me back(10042025 12:02) to inform me that the checks have now passed however. They would need the technical support team to manually update this and they will let me know once completed. Shorty after this I received another email once again addressed to the different individual requesting that I once again go through the verification process once more. I once again emailed Onfido verification indicating that I had now received three emails addressed to a different individual. Another day has passed and you guessed it, I have once again received another email addressed to the other individual to once again go through the validation process again. It is now the 11/04/2025 6pm and even after a week my account is still not setup. This combined with the multiple emails addressed to a different individual has seriously dented my confidence in Tembo to operate as a professional organsiation! Reviewed on: 11th April 2025

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