I have an IAS with Metro Bank, and I have had it for 15 years or more. A few years ago, I moved into my new house and have recently been trying to update my address with the bank.
My problem is, I keep failing its security checks. I am frequently asked numerous questions and are routed from pillar to post during my frequent calls. I had to complete a validation process, which I failed, but Metro refused to tell me why.
I suspect it was my email address I changed years ago - however, the old one was not accepted either.
I have been told that I need to go to the nearest branch, which is 100 miles away. I can't get there, as I am not sufficient mobile, I've told the Metro. Many moons ago, you were asked by Metro Bank to choose a telephone banking password or similar that is probably long forgotten. I would suggest it is a good idea to write down these things in a secure way at this time.
Staff found the original documents, and this will enable them to compare your signature and eventually update your address.
It used to be a few complaints about Metro Bank, but this is the first one in an age.