I’m writing about a ludicrous issue I’ve had with The Co-operative Bank. I tried to transfer £150 to my father by phone, which I needed to do before the weekend. It proceeded to ask an array of security questions, which I answered, and kept me on hold for an hour before telling me that I wasn’t 15 (I most definitely am) due to my “deep voice”.

When my dad asked what was going on, it refused him access to a manager, and the staff member wouldn’t even give his name. Because of the branches being closed all weekend I have essentially been refused access to my money. The bank offered me a derisory £25 as a goodwill payment but I think their behaviour amounts to discrimination.

​BS (age 15), Cottingham, near Hull

We can understand your frustration – particularly given how you appear to be handling your finances independently – but (dare we say) we think perhaps you have been over sensitive about the security questions. Clearly it is difficult to determine someone’s age given voice changes around puberty. We contacted the Co-operative Bank which double-checked its records and said that on the call you correctly answered the normal security questions followed by some additional ones. The adviser said you appeared to sound a little older than your age and the call was transferred to somebody else. They went on to ask the same questions again, only to refer you to your branch.

The Co-op said it had investigated your complaint and put your findings in writing. It stressed the importance of speaking to the correct customer, which involves a clear “process” if there are any concerns. However, as it believes this has let you down, and as it has meant extra trips to withdraw funds from the cash machine and delayed your purchase, it has agreed to uphold your complaint. The Co-op has given feedback to the relevant team and is considering reviewing it and looking at alternatives. It has also arranged for £50 to be paid into your account as a way of saying sorry. You balked at this offer too, but we think you should accept it.

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