My partner has had an absolute nightmare with this and is stuck in an ID verification loop and we can’t get hold of anyone to try and resolve it. He keeps being asked to prove ID, which he does - he then gets a follow up email asking for proof of residence but when he goes to try and submit this it only has options to provide passport/driving license (it is basically just the standard ID verif screen). So frustrating - it has been dragging on for 12 days now.
I managed to sign up no problem. But as for claiming (or spending) the free £15, it’s been almost impossible.
Jump through all the hoops and it still takes the total from my underlying card.
No idea what I’m doing wrong
I managed to get it to work but had the ID issue loop till I contacted customer services. I had to use my Lloyd’s card as it wouldn’t let me use my monzo card. Before I used it I had to select the merchant and activate the card in it. It worked for me.
Update is there is no update. I hadn’t heard anything after ID query was escalated about a week ago. This morning the chat person said they’ve no idea how long it takes for an escalated query to be contacted. I shall be asking them to delete account and all my ID docs soon if I don’t hear anything further.
I suspect this must have happened with a LOT of people. I also wonder if they got more people signing up than they expected and are hoping that people will just give up so they don’t have to fork out as much in rewards? Really frustrating though!