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Name: Colin Forbes

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Unable to verify your account details

I opened a Senior savers account. Then I tried to deposit an initial nominal £10.00 into the account. The account details you provide for payment of the initial amount could not be verified by the RBS account verification system, and I was clearly advised (by RBS) not to transfer funds to that account as they would not reimburse the money if the account was shown to be fraudulent. Against that advice I transferred £10, which has shown in my account today. However, your account details, which I understand are with NatWest, should be verifiable. There is no reason why a Building Society should not have a holding account, into which savers' funds are transferred, which is verifiable by other banks' verification systems. This is not acceptable as it introduces an unacceptable level of doubt into the transaction, and in fact my actions were directly against the advice of my bank (RBS). i suggest that this is rectified as a matter of urgency. I spoke to one of your colleagues at Hungerford who advised that this happens all the time, is perfectly normal and should not concern me. It shouldn't happen, it is not normal and it did concern me. Please rectify this in your systems so that your account can be verified. I shall not be transferring further funds until that is done and notified. Reviewed on: 9th October 2020

Reply from HI Colin, thank you for taking the time to advise of your experience - we will look at making this clearer on our website. We understand your concern and our Customer Service Manager will contact you to discuss the account verification. Many thanks again. Response date: 12th October 2020