Have been a member for months, and was successfully verified right at the start (as well as having to be verified as part of the Mondo Investor process).
I got a message from Will in the Customer Service Team yesterday:
We were not able to verify your information during sign up. Unfortunately this means from 11pm Friday your account will be moving to the “before identity verification” limits set in clause 17 of our terms and conditions.
Fear not though! We;ve sent a prompt to your app through which you’ll be able to send in your identity documentation. Hopefully we can have this all verified for you very soon, and you’ll be back on the higher limits!
Replied explaining I had already been verified, and got the following reply:
Sorry about this. I can confirm you have been verified and do not need to complete the process. The message has been sent to you in error.
All is fine - or so I thought. Two hours later, out of the blue, I get another message from the Mondo team, with a completely different story:
Sorry about this. We recently had a bug in the system which has caused us to require some user verifications to be re-done. […] The prompt will be in your feed in app. Just tap and follow the instructions and you will hopefully be verified in no time!
When I explained that I was already verified (as their own message earlier had confirmed), I was told they couldn’t manually set me back to the verified state without providing my identity documents all over again.
Considering the identity process is a manual one anyway (a real person reviews your video and driver license), and they’ve already confirmed the affected members were verified until a bug happened in their system - why are they not able to just set us back to verified without hassling the user to provide documents for an identity check that they’ve already passed?
Additionally - we seem to be getting told two different stories, and don’t know which is the correct version anymore.
What experience has anyone else hit by this bug had?