ubank Suspended Account, Require a Selfie Video

OzyBe on 01/09/2023 - 08:42
Last edited 01/09/2023 - 09:48 by 1 other user

So I was getting an error message when attempting to transfer a small amount of money out of my UBank account this morning.

The error simply says that something has gone wrong. Please try again. So after multiple attempts, I made contact with UBank support.

They advised me that the account is on hold, and that I need to record a security video of myself, and send it to them before the account can be unlocked.

I have never heard of anything like this before. It almost sounds like some sort of a scam. I asked if this is something they do for everyone, and they said yes.

Any comments from others that have experienced this?

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Comments

    • bamzero on 04/09/2023 - 18:47
      -1

      KYC is nothing to do with protecting your account. It's government legislation for anti-laundering/anti-terrorism funding.

      Realistically they are doing it because they think OP is a money launderer or terrorist.

      • Scope on 05/09/2023 - 02:54

        They might do it if they believe someone is impersonating the OP and trying to access the funds using stolen login credentials. Another example is if the OP always logs in from an Australian location, then out of the blue, someone tries to login from Nigeria

  • syousef on 03/09/2023 - 01:44

    Facebook did this to me a couple of years ago. Suddenly, late at night was made to record a selfie video to access my account then when I completed it told that it might not get reviewed due to Covid. All on the actual app and website so it was legit (and yes I checked my Internet hadn't been hacked). I did to my surprise get my account back a few days later. I was expecting I had lost it. This is what happens when companies pay more attention to AI peddlers that offer increased security that is actually just security theatre.

  • RefusdClassification on 03/09/2023 - 06:03

    I tried signing up for Zip Money 2 weeks ago. They wanted a selfie video and drivers license just to use their service. If, like me, you don't have a driver's license, it is almost impossible to do anything financial in Australia. You are effectively "untouchable" caste.

    If the government insists on photographic ID, it should issue everyone with an "Australia card", or put a photo on Medicare cards (since everyone qualifies for a Medicare card). Investing money has nothing in common with driving an automobile.

    • PixelPaul on 03/09/2023 - 06:49
      +5

      You realise you can get a photo ID just like a driver's license ( but not a driver's license ) from service NSW, and they have it just for this exact reason?

    • try2bhelpful on 03/09/2023 - 06:52
      +2

      Go out and get your learners permit. It is a photo ID just like a standard one. You just renew it every ten years. I’ve had one for ages for this reason. The last few times I’ve just requested the renew and didn’t even need to reset the road rules test.

    • OZKap on 03/09/2023 - 06:56

      Adult card/proof of age card/photo card

      Costs $0-50

      • SolitaryMan on 04/09/2023 - 18:34
        +2

        But then he wouldn’t have an excuse to complain about the company that’s fulfilling its legal obligations.

    • gromit on 03/09/2023 - 11:24

      most (if not all) states you can obtain a proof of identity/age card through your post office or various government services like in Canberra via "access Canberra"

    • RefusdClassification on 04/09/2023 - 14:30

      Thanks for your suggestions, but Qld is worse/greedier than other states. I had an old "Proof of Age" card but a lot of sites don't accept it. A learners permit is $75 but only valid for 3 years in Qld, not 10. Photo ID Cards are $78 but valid for 10 years, thus the best value for money here (don't get me started on passports). Zip Money ?Zip Pay didn't have an option for these types of cards.

      If the nanny state demands Photo ID, photo ID cards should be provided for free.

  • TEER3X on 03/09/2023 - 06:49
    -3

    My Venmo account got hacked and I don't even know how.

    They managed to successfully changed the email address to theirs and somehow steal a verification code from my google voice number.

    Luckily I had no valid payment methods tied to my Venmo.

    Prevention is better than cure.

    • WaffleCrusader on 04/09/2023 - 23:57
      -1

      Change your Gmail password….

  • MrThing on 03/09/2023 - 07:31
    -1

    Photos of self and ID are pretty routine for KYC compliance

    Especially for a bank without a physical presence

    • onceupon8 on 03/09/2023 - 08:24
      +1

      I disagree. I have a lot of bank accounts (always chasing the highest earning interest rates) and have never had to do such an invasive thing when opening a bank account.

      If a business wants to require that at signup, I can understand. That gives consumers the option to not continue and go elsewhere. I have done a selfie video once or twice for KYC (non banks). I greatly dislike it but I made the active choice to do it to signup. Usually I would not continue if an organisation requested that.

      It’s unacceptable for a bank to be asking you to do that after they have put a hold on your funds. I understand that a bank has a lot of KYC procedures and they also are dealing with a lot of fraud. But they need to treat the customer with respect. Whilst offering the video option may be OK, they should be offering a less invasive option at the same time (eg A form to goto the post office and do an ID check).

      I would tell the bank that you aren’t comfortable doing the video and request that they give you a less invasive option and if not, that you will be lodging a complaint with AFCA.

      Lodging a complaint with AFCA will get back your funds and will teach the bank that what they did isn’t OK (banks don’t like AFCA complaints). The downside is that it requires time.

      • localhost on 03/09/2023 - 16:40

        Dream on about AFCA complaints. Bank most likely have good lawyers + 100% legal procedures. They won't ask for something out of nowhere.

      • callum9999 on 04/09/2023 - 07:08

        And if I'm not comfortable going to the post office in person to have an ID check?

        Having a stranger confirm your identity is inherently an "invasive" procedure. I don't see any logic behind the idea that doing it via video is any less invasive than having to go out in public (in fact, I can think of many reasons why it's less invasive) - this sounds much more like a personal preference?

        • localhost on 04/09/2023 - 15:40

          You can't go to the post office naked :)

          But for video… plenty of options here.

      • SolitaryMan on 04/09/2023 - 18:36

        There are zero circumstances under which AFCA would rule against an organisation fulfilling their AML/CTF obligations.

  • try2bhelpful on 03/09/2023 - 08:33

    I don’t understand the concept of the security video you send in. Wouldn’t it be better to hold something like a zoom meeting where they can see your face and ask you questions that could avoid being done by some AI system? This does sound weird.

    • callum9999 on 04/09/2023 - 07:12

      Well yes, but that's clearly far less practical for the bank to organise.

      I haven't done this with UBank, but this is generally done via a secure app and not just emailing in a random video you shot. It would be extremely difficult to hack into the app to allow you to insert some kind of AI video feed into it.

      The concept is that a video of you provides a reasonable level of certainty that it is in fact you.

  • hopper on 03/09/2023 - 09:52
    +2

    just give ur only fans ID and tell them to call you by subscribing.

  • capslock janitor on 03/09/2023 - 10:27

    I HATE "BANKS" THAT REQUEST VIDEO // SELFIE WITH NOTE VERIFICATION WITHOUT CLEAR POLICY ON DESTRUCTION OF SAID "DOCUMENTS"

  • grr1701 on 03/09/2023 - 10:38
    +2

    I’d rather comply with this than risk my account being cleaned out by a scammer. My sister-in-law had to do this recently because of some “background” security risk.

    • mrkorrupt on 04/09/2023 - 10:19

      how does this thought process work, unless they require you to do the video call at every withdraw transaction.

  • McFly on 03/09/2023 - 11:23
    +1

    Wonder what would happen if account only had a small amount in it and account holder permanently refused ID request…

    • nobro25 on 04/09/2023 - 16:59

      There's like procedures like that. Though will vary in different banks. If it's like less than $100 they will most likely close the account after a year of inaction, obviously a courtesy letter will be sent. The funds go in a withholding facility.

      Otherwise the account will pretty much sit there indefinitely like lost bitcoin address without the passkey. It's literally just there waiting to be accessed.

  • patrick321 on 03/09/2023 - 13:11

    The commonwealth bank did something similar to me, threatened to 'Suspend' my 30 year old account if I didn't give them unreasonable personal info. For them do with who knows what. Maybe put on some insecure database where God knows who can access it. (some underpaid employee selling it for a buck.)

    Two days later I went to my local branch and moved all the money out.

    Unfortunate for you, you can't go to the branch and demand your money, next time pick a bank that has a branch. I used to chase the high interest also but things have changed now, you can't trust the banks.
    Complain to the AFCA, this crap has to stop and the only way is if enough people complain.
    Also if they don't release your money contact the police because you have just been robbed!

    • SolitaryMan on 04/09/2023 - 18:38

      You mean an old account opened before any modern ID procedures were in place? Seems pretty reasonable to me.

      Good luck contacting the police then trying to explain what law has been broken.

  • try2bhelpful on 03/09/2023 - 18:30
    +2

    All the people talking about unreasonable security systems would be the first to squeal if someone took money out of their account through fraud. Personally I think this method of security is whacko but it must achieve something or they wouldn’t do it.

    I’m converting my super to a pension mode and one of the things they wanted me to do is certify a copy of an online rates notice. I had to print out the notice, get the chemist to sign it (after they looked at the notice online), then photograph it and send it off. This was after I copied my licence, printed it and had it certified. They also want a statement for the bank account I’m putting the money into. A bit OTT but better that than letting any random rip off all my money.

    • autonomate on 04/09/2023 - 18:34

      it must achieve something or they wouldn’t do it.

      It's cheaper than other verification methods.

  • Amazingly on 03/09/2023 - 20:49

    This happened to us

    We were with uBank for years and during their recent merge they sent an sms asking for ID (like OP) and we thought it was a scam and ubank blocked access to our account which ended up for a couple of weeks.

    Next minute we did what they wanted, got access back and then we transferred the lot to a bank we can walk in the door.

    With no difference in high interest and a minor hoop to get it AND a heaps better app!

    I’m just waiting to see if they do what their T&C’s say… “after 3 months of zero balance we will close your account”.

    Don’t want to call them again.

    • [Deactivated] on 05/09/2023 - 12:01

      Who has same interest and branches?

      • Amazingly on 05/09/2023 - 15:01

        St George Incentive Saver.

        • [Deactivated] on 05/09/2023 - 18:56

          Thanks.

  • jamaco on 03/09/2023 - 21:32
    +1

    I had an experience with UBank that my voice didn't match the last voice that was recorded. It wasn't an automated system but a customer rep checking it manually. I can't remember what I had to do to reverify but I was furious.

    • Amazingly on 04/09/2023 - 10:53

      Yes I was furious too. They blocked access to our money for an extended period yet were customers for 10 years.

      Made me think twice about our banking.

      • [Deactivated] on 05/09/2023 - 12:05

        So the people who had this problem… were you still transferring money IN to earn the bonus interest? (It's unlikely a thief would be putting money IN. That alone should have knocked any red flags on the head.)

        • Amazingly on 05/09/2023 - 13:27

          Well at the time we had a couple of direct deposits transferred from our old uBank account to the new one.

  • capslock janitor on 03/09/2023 - 23:58
    +1

    they should tell us to visit nab in person smdh

  • Pt001 on 04/09/2023 - 08:59
    -1

    I have been Ubank for over 9 years and I think it's finally time for me to close my accounts with them with their downgrade app and no longer low rates they once had.

  • Mistredo on 04/09/2023 - 11:24

    What happens to your money if you refuse their request? Can you close the account and let them send money elsewhere?

    • Amazingly on 04/09/2023 - 13:10

      No, if they lock it, it’s locked until identity is provided but the account continues to earn interest.

      • Mistredo on 04/09/2023 - 15:28

        That's scary, what if they deem your video proof insufficient and refuse to release the account? What options do people have?

      • nobro25 on 04/09/2023 - 17:03

        Bruh imagine you have to pay an obscene amount of tax of the interest earned way in 50 years time but can't even access the money.

  • Daniel Plainview on 04/09/2023 - 11:32
    +5

    Are we making a bit of a mountain out of a molehill here?

    Assuming the OP is contacting Ubank via their KNOWN contact numbers etc - yeah it's a minor PITA but hardly more of an intrusion than having to scan/photo your ID and email or selfie holding the ID up to your face etc - all of which are commonly done.

    Hard to have your cake and eat it - if you want your funds/account protected from scammers and yet want freedom to use it all manner of place- banks will want to cover their backside (and yours) by ensuring you're the proper owner.

    It will take many times less to do what they want than you did placing this thread - if it's really an issue, do the video and then move to another bank. Complaining about it will be guaranteed to achieve nothing.

  • Black Brown Blue on 04/09/2023 - 14:58
    +1

    I stopped using ubank after 5+ years.
    I only use bank with branches and they offer same interest rate as ubank.
    That is suspicious.
    Make sure you do everything directly with bank - official website and phone number.

    • [Deactivated] on 05/09/2023 - 11:58

      I only use bank with branches and they offer same interest rate as ubank.

      I wasn't aware anyone did. Who?

      • Black Brown Blue on 06/09/2023 - 20:03

        Nab bank high interest account. Westpac have similar one.

        • [Deactivated] on 07/09/2023 - 03:35

          Ok time to to check all these out again. Thanks.

  • Cozzie on 04/09/2023 - 16:28

    This is normal as you are flagged by the system. They can't tell you often why you are blocked. AML laws prevent financial institutions from doing so.

  • Adikp3njahat on 04/09/2023 - 18:15

    I suspect this is part of their KYC process since they are a digital bank with no physical presence. I know some other country that uses the video as a way to verify the identity of the account holder when they are opening a bank account, and in exchange, you don't need to go to branch in person to open an account.

  • furyou on 04/09/2023 - 23:46

    yeah had this, it's bs, given how LITTLE a scammer needs to do to steal your acc.
    and yeah later these 3rd party co will get hacked and lose your selfie vid, meaning your id is free for all.

    • [Deactivated] on 05/09/2023 - 12:18
      +1

      Exactly.

      I signed up for some online-only bank I saw mentioned on here. After the Optus breach government said don't give out the second number on your license. But the bank's app wanted a photo of me holding my license up next to my face. So I covered that second number with a scrap of paper but the app kept failing verification. Obviously I suspected it was failing because I was covering that number. So I contacted the bank to confirm. But they said they had NO WAY TO FIND OUT and the ONLY option to get verified was through their AI and to reveal that number - which government told me the day before NOT to give out!? Imagine a business that can't see to tell you why something is failing, and has NO other solution when it does. AI can go suck my…

  • [Deactivated] on 05/09/2023 - 11:57
    +1

    You're sure you have the REAL Ubank support? i.e. You typed their website URL manually yourself and got the phone number or livechat that way… not by clicking a link in some email?

    I'm not sure who they think "everyone" is, since they haven't asked me to do it.

  • koplik8 on 05/09/2023 - 14:50

    Bloody H*ll! I just had to do this for First Mac for my new car loan. It's such a pain. i gave you all my ID. What more do you want?!!

  • Central Intelligence on 05/09/2023 - 18:24

    This will soon be useless since deepfake software is mainstream.

    If you are scared, you can always deepfake generate a selfie video which looks like yourself but isn't you.

  • trainblue on 09/06/2024 - 23:41
    -2

    report to privacy of department and said someone in the bank using your selfie for illegal purpose, also report to goverment AU soon as possible that ubank employee using your selfie for scam debt etc, today they can use your photo to do everything such fake account, borrow money more and more. You need wake up and push the gov to jump in and stop them illegal process.

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