I'm really sorry to read about the experiences that you've all had. To save making multiple posts, I'll reply to your issues in this one post. Overall, we are aware of delays in account checking process, caused by a high number of applications. We do have extra staff working around the clock to limit any further delays.
I'm really sorry hear about the call you made @Paul50uk
and that my colleagues were unable to help. Our Savings team aren't available 24/7, and while our Current Account team can help with general queries about savings accounts, they're not fully trained to discuss and make changes on these accounts. If you call us today on 0345 678 5678, available 8am - 10pm through the week and 9am - 5pm at the weekend and explain your issue, my colleagues will be able to help today.
I'm sorry to read about the inconvenience these checks have caused @mshcah
, and I hope that it doesn't have any further impact on your house purchase. The checks we carry out usually only take three days or so to be completed, but we have the notice in the terms and conditions to make customers aware that funds deposited when the account is opened won't be immediately available. As mentioned above, we are working to have these checks completed as quickly as possible, for both our new and existing customers.
I'm also sorry to read that you're looking to close your account @martswain
. I'm afraid that we're unable to immediately return your deposit when we're still in the process of opening your account. We have to comply with regulatory checks, and this is why we advise it can take up to five working days to return the funds back to the source. Again, the volume of applications we've recently received have caused an increase to the waiting time, and we are sorry for how it's impacted our customers.