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My bank account was closed because I filled in a KYC form incorrectly, and they didn't have a process in place to follow up properly when this had occurred. I'

by throwaway2037 3y ago

My bank account was closed because I filled in a KYC form incorrectly, and they didn't have a process in place to follow up properly when this had occurred. I'm tired of HN anecdata about "bank account was closed because of silly reason X". I sincerely doubt we are getting the full story. Step 1: Send a written complaint to the bank and use mail tracking. Then they cannot deny it was not received. Step 2: Report this to your local banking regulator.

idiotsecant 3y ago
You seem very emotionally invested in the idea that banks don't make mistakes. What is that all about?
- jonathanlydall 3y ago
  I’m pretty sure that they absolutely know that banks make mistakes. But if you’ve never been on the other side providing customer service, you may be astonished at the systemic fraud/illegal attempts happening constantly. When I did CS at Blizzard for WoW at least half our work was dealing with compromised accounts (essentially by gold sellers), and then a good deal of “I’ve been hacked!” tickets were by the thieves trying to double steal from an account. To put that in perspective, it was $100,000s or $1,000,000s in CS costs per month (at just Blizzard) to help customers who were victims of a large scale full time industry (not individuals, organisations) which compromises accounts to make a living. People banned for confirmed cheating with 3rd party programs would make support requests repeatedly in the hope they’d come across an agent who “makes a mistake and accidentally unbans them”, occasionally you would see lots of them trying the same strategy or telling the same story since they saw a forum post of someone who said “this worked for me”. Legitimate mistakes happen, but they’re like 1% of the time, the rest of the time it’s systemic attempted fraud. So the person you’re replying to is most likely aware of this reality and says that “complaining on forums” is most often by people who aren’t telling the full story. Hence them saying, if your story is legit, take it to the right place to get help, otherwise you’re looking like a just another fraudster (who do this systematically) trying to game the system in some way.
  - immibis 3y ago
    So maybe it's a bad business model. If your business model requires you to choose between rampant fraud or randomly firing customers, it's a bad business model.

idiotsecant 3y ago

You seem very emotionally invested in the idea that banks don't make mistakes. What is that all about?

jonathanlydall 3y ago
I’m pretty sure that they absolutely know that banks make mistakes. But if you’ve never been on the other side providing customer service, you may be astonished at the systemic fraud/illegal attempts happening constantly. When I did CS at Blizzard for WoW at least half our work was dealing with compromised accounts (essentially by gold sellers), and then a good deal of “I’ve been hacked!” tickets were by the thieves trying to double steal from an account. To put that in perspective, it was $100,000s or $1,000,000s in CS costs per month (at just Blizzard) to help customers who were victims of a large scale full time industry (not individuals, organisations) which compromises accounts to make a living. People banned for confirmed cheating with 3rd party programs would make support requests repeatedly in the hope they’d come across an agent who “makes a mistake and accidentally unbans them”, occasionally you would see lots of them trying the same strategy or telling the same story since they saw a forum post of someone who said “this worked for me”. Legitimate mistakes happen, but they’re like 1% of the time, the rest of the time it’s systemic attempted fraud. So the person you’re replying to is most likely aware of this reality and says that “complaining on forums” is most often by people who aren’t telling the full story. Hence them saying, if your story is legit, take it to the right place to get help, otherwise you’re looking like a just another fraudster (who do this systematically) trying to game the system in some way.
- immibis 3y ago
  So maybe it's a bad business model. If your business model requires you to choose between rampant fraud or randomly firing customers, it's a bad business model.