I've been with Blueberry Markets for about a year, never had an issues topping up until today. My account has been verified since day one and i uploaded two forms of ID when i first joined. I just logged in (on the same laptop i always use!) to top up my account via debit/credit card and received an error message asking me to contact support. So i opened up the online chat to see what the issue is.
At first I was told they need to update my DOB. Now if my account is verified and they have my ID, why can't they update my DOB? They tell me they need my ID again. Why? when they already have it. Its highly concerning that they are not sure of my age yet have allowed me the place trades and top up for the past year? or worst still they have lost my ID that was on file and so need it again. The person I spoke to on chat then changed their story and told me they needed to verify i was the account holder (so nothing to do with my DOB?) and if this was the case why couldn't they couldn't email or text me to verify me as the account holder? Just making it up as they go along. One of the first things a financial institution needs to do when you sign up is KYC checks, this includes a customers age, they've had my age from day one through my ID otherwise laws would have been broken!
Heres how the conversation went:
Hi C, thanks for reaching out. My name is Angelo, how can I help you?
i'm unable to top up, theres error messages
Let me go ahead and assist you on with your deposit.
May I have a screenshot of the screen where the error message is showing up?
Thanks for this.
Let me investigate your account, may I have the email address associated to your account?
Thank you so much for this. Give me 3-5 minutes to check on this for you.
ok
Upon checking here, we need to update some of your information as it is either old or there's an incorrect information. May I ask for a valid ID that is not expired?
which information is old?
So, it looks like it is incorrect but not old. Your date of birth is null.
Or it doesn't have a number on this thus we need to update it.
and where do i update that as im in my profile and dont see any dob field
Kindly provide me an ID so I can update it for you.
are you saying you have no ID for me?
It is part of our verification to update the date of birth.
if you have my ID then my DOB can be updated, whats the issue?
It is part of our verification process to update your date of birth, we need to as an ID. I understand if you're uncomfortable providing it to me now and If you're more comfortable providing it to our email you have an option to do so. You can just reply to one of emails that we sent you before or send it at
you have my ID
are you saying you don't have my ID?
have you lost my ID?
It is not about we lost the ID, it is more of verifying we are talking to the right person.
why do you think i'm not the riight person? im logged into my account right now
We can't proceed without your ID, again, it is part of our verification process. And we are just chatting thus we can't know for sure if it's the correct person.
you have my ID, i have submitted it
so you need to tell me why you don't have it
because if you have lsot it, i will be putting in a GDPR complaint
Even though you are not logged in, you can chat with us.
i am logged in thankyou very mjuch
so i ask again, whats theissue
I understand that you have submitted your ID already but again, it is not about losing your ID or not. It is a verification process.
i have sent a screenshot showing issue with topping up
so i am logged in
so if im logged in, you need to verify me because?
I think we are circling around here, you can either provide me an ID or not but without it I can't update your date of birth.
you have my ID on file
ive asked you whats the issue here
and you cannot answer me
this is hugely concerning
Yes, we do have your ID but the issue is I can't update it without you providing your ID right now.
i will be outting in GDPR complaint for losing my ID
why not?
if its the same ID
We didn't lose your ID, this is just part of the verification process thus we need to ask it from you.
when ICO contact you they will ask you why you cannot update clients details
and what will you say
if you have my ID, theres no reason you cannot put my DOB in
I do apologize, we're circling around here. I have other clients to attend to and if you can't provide me an ID right now, I can't update your date of birth thus I will need to release the chat.
im not providing it again when you already have it
ill be outting in my GDPR complaint to ICO tonight
We did not lose your ID, it is part of our verification process.
this is outrageous
then you can update my DOB if you have my ID
At first I was told they need to update my DOB. Now if my account is verified and they have my ID, why can't they update my DOB? They tell me they need my ID again. Why? when they already have it. Its highly concerning that they are not sure of my age yet have allowed me the place trades and top up for the past year? or worst still they have lost my ID that was on file and so need it again. The person I spoke to on chat then changed their story and told me they needed to verify i was the account holder (so nothing to do with my DOB?) and if this was the case why couldn't they couldn't email or text me to verify me as the account holder? Just making it up as they go along. One of the first things a financial institution needs to do when you sign up is KYC checks, this includes a customers age, they've had my age from day one through my ID otherwise laws would have been broken!
Heres how the conversation went:
Hi C, thanks for reaching out. My name is Angelo, how can I help you?
i'm unable to top up, theres error messages
Let me go ahead and assist you on with your deposit.
May I have a screenshot of the screen where the error message is showing up?
Thanks for this.
Let me investigate your account, may I have the email address associated to your account?
Thank you so much for this. Give me 3-5 minutes to check on this for you.
ok
Upon checking here, we need to update some of your information as it is either old or there's an incorrect information. May I ask for a valid ID that is not expired?
which information is old?
So, it looks like it is incorrect but not old. Your date of birth is null.
Or it doesn't have a number on this thus we need to update it.
and where do i update that as im in my profile and dont see any dob field
Kindly provide me an ID so I can update it for you.
are you saying you have no ID for me?
It is part of our verification to update the date of birth.
if you have my ID then my DOB can be updated, whats the issue?
It is part of our verification process to update your date of birth, we need to as an ID. I understand if you're uncomfortable providing it to me now and If you're more comfortable providing it to our email you have an option to do so. You can just reply to one of emails that we sent you before or send it at
you have my ID
are you saying you don't have my ID?
have you lost my ID?
It is not about we lost the ID, it is more of verifying we are talking to the right person.
why do you think i'm not the riight person? im logged into my account right now
We can't proceed without your ID, again, it is part of our verification process. And we are just chatting thus we can't know for sure if it's the correct person.
you have my ID, i have submitted it
so you need to tell me why you don't have it
because if you have lsot it, i will be putting in a GDPR complaint
Even though you are not logged in, you can chat with us.
i am logged in thankyou very mjuch
so i ask again, whats theissue
I understand that you have submitted your ID already but again, it is not about losing your ID or not. It is a verification process.
i have sent a screenshot showing issue with topping up
so i am logged in
so if im logged in, you need to verify me because?
I think we are circling around here, you can either provide me an ID or not but without it I can't update your date of birth.
you have my ID on file
ive asked you whats the issue here
and you cannot answer me
this is hugely concerning
Yes, we do have your ID but the issue is I can't update it without you providing your ID right now.
i will be outting in GDPR complaint for losing my ID
why not?
if its the same ID
We didn't lose your ID, this is just part of the verification process thus we need to ask it from you.
when ICO contact you they will ask you why you cannot update clients details
and what will you say
if you have my ID, theres no reason you cannot put my DOB in
I do apologize, we're circling around here. I have other clients to attend to and if you can't provide me an ID right now, I can't update your date of birth thus I will need to release the chat.
im not providing it again when you already have it
ill be outting in my GDPR complaint to ICO tonight
We did not lose your ID, it is part of our verification process.
this is outrageous
then you can update my DOB if you have my ID
