SumUp: Jumping through hoops while beating your head against a brick wall

Posted on by Jon Lever

What I’ve posted below is the ongoing correspondence between myself and SumUp, who provide the magical little gizmo that processes our credit/debit card payments. The system is brilliant, easy to set up, simple to use, virtually idiot proof, secure and cheap. Dealing with their support team however is like trying to nail jelly to a ceiling. It all starts with a cloud, no bigger than a man’s hand…

From Sumup 2/12/16:

We request:

1. A scan of your proof of ID (your passport’s picture page or both sides of your driver’s license).

2. A scan or photo of your proof of HOME address (e.g. one of your utility bills or bank statements dated within the last 6 months).

Please reply directly to this email and attach the documents – or send us a the documents in a separate email to onboarding@sumup.co.uk. It expedites the process if you send the email from the email address of your SumUp account, so that we can assign the scans to your account directly.

Note: Alternatively to a scan, you can take a photo of the documents with your smartphone.

Until we have reviewed your documents you can use SumUp within the mentioned limit. In case we do not receive the documents before you reach the limit, your account will be temporarily suspended. Therefore please send us the documents as soon as possible!

Why do we need to verify your account? SumUp is authorized by the Financial Conduct Authority (FCA) as a payment institution and is therefore obliged to verify the identity of each account holder.

How do I know if this e-mail is really by SumUp? This email is an original message by SumUp. In the subject we mention your personal merchant ID. Additionally, you can find a matching article in our Online Support Centre (to open the article click here).

In case you have further questions, please contact our support team by phone (020 3510 0160, Mon-Fri, 8am-5pm). If you have already sent in your documents, then please ignore this email.

Thank you.

Marco
Head of Support UK

My first reply, 2/12/16:

Hi, I can provide you with a copy of my most recent Council Tax bill (Sep 2016) as proof of my home address, but I have neither a passport or driving license. Please advise.

Thanks,

Jon

From Sumup, 6/12/16:

Hello Jon,

Thank you for the e-mail.

As a Regular Payment Institution we are obliged to operate under strict requirements imposed by the Financial Regulator and it is important to have an official identity document.

So, please be so kind to provide us with your passport’s picture page or both sides of your driver’s license in order that we can complete your SumUp account verification.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Mira
Onboarding Team UK

My second reply, 6/12/16:

Hi,

I don’t think you understood my email. I don’t have a passport or a driving license.

Please advise

Thank you,

Jon

From Sumup, 8/12/16:

Hello Jon,

Thank you for the e-mail.

We do need a document that can proof your identity.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Nora
Onboarding Team UK

My third reply, 9/12/16:

Hi,

Yes, I am aware that you need a proof of identity document, and I fully understand why. My point is that you have twice asked me for proof in the form of a driving license or passport, and I have twice told you that I don’t have either a driving license or passport. What is the best way forward?

Thanks

Jon

From Sumup, 13/12/16:

Hello Jon,

Thank you for the e-mail.

Would you be so kind to provide us with any kind of identity document. If you do not have a passport or driving licence, please provide us with an identity card.

If you do not provide us with any identity document, we could not verify your account and this may interfere your payments.

We are sorry for any inconvenience ew may have caused you but as a Regular Payment Institution we operate under strict requirements imposed by the Financial Regulator.

We appreciate your assistance on this matter.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Mira
Onboarding Team UK

My fourth reply, 13/12/16:

Hi,

Please find attached images of my Labour Party membership card and my business bank account transaction authentication card (this is for the account that’s linked to SumUp).

Hope these are ok, please get back to me if you have any questions.

Thanks

Jon

From Sumup, 13/12/16:

Thank you for the e-mail.

Unfortunately, the provided documents can not be accepted as a professional identity documents.

If you do not provide us with a valid identity document, we could not verify your account and this may interfere your payments.

We are sorry for any inconvenience ew may have caused you but as a Regular Payment Institution we operate under strict requirements imposed by the Financial Regulator.

We appreciate your assistance on this matter.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Mira
Onboarding Team UK

My fifth reply, 13/12/16:

Hi,

Thanks for getting back to me.

What, then, is a valid identity document? As I have already told you, I don’t have a passport or driving license.

Thanks

Jon

From Sumup, 19/12/16:

Hello Jon,

Thank you for contacting SumUp Support.

I am happy to assist you with your query. A valid proof of identity are the following:

1.Birth certificate.

2.Government-issued driver’s license/ID card.

3.Passport & Passport Card.

What documents did you use to open your bank account at Lloyd’s bank Jon? Valid ID is also required to open a bank account. Unfortunately, without a proof of identity, we cannot fully verify the account.I do hope this helps, Jon. Wishing you a great day!

You can find answers to your SumUp questions in our Support Centre 24/7.

help.sumup.com

Kind regards,

Ebony

Team Lead SumUp Support 

My sixth reply, 19/12/16:

Hi,

Thanks for getting back to me. I’ll supply you with a copy of my birth certificate, but it may take a few days to get it – a lot of my stuff is in storage at the moment. As for Lloyds, I opened my first account with them in 1990 and have been banking continuously with them since. Over the years I have opened three accounts with them including an ISA, as well as holding a personal pension through one of their subsidiaries. I can’t remember what proof of identity I was required to provide in 1990, but I do know that for the last two accounts I opened my previous bona fides were deemed sufficient and I did not have to provide any supplementary proof.

Best wishes

Jon

From Sumup, 22/12/16:

Hello Jon,

Thank you for your email.

We look forward to receiving a copy of your birth certificate then.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Vasco
Onboarding Team UK

My seventh reply, 22/12/16:

Hi,

Please find attached images of a copy of my birth certificate.

Thanks,

Jon

From Sumup, 22/12/16:

Hello Jon,

Thank you for the e-mail and the documents provided.

We would like to ask for some further clarification on the type of business you operate since the information that you have provided us with is not sufficient to perform our checks.

Would you please clarify the following points:

– The nature of your business
– The types of products you sell (aside from books if any)
– Do you have a website? (e.g. professional Facebook page or any other business proof on the web). Please provide us with these. In case you have no internet presence, then please send us any flyers, business cards, etc.

Thank you in advance.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Vasco
Onboarding Team UK

My eighth reply, 22/12/16:

Hi, The business is a secondhand bookshop and just sells books and a few postcards. Our website/blog is here:

wild and homeless books


We do not sell online at present. We are listed in the two guides below:

Old Books South West

The Bookshop Guide

I’ve also attached an image of my business card.

Best wishes,

Jon

From Sumup, 28/12/16:

Hello Jonathan,

Unfortunately, the copy of your Birth certificate can not be accepted as a professional identity document.

Please provide us with the following documents in order that we can complete your SumUp account verification.

1. A scan or copy of your proof of ID (your passport’s picture page or your driving license), and

2. A scan or copy of your proof of home address (e.g. one of your utility bills or bank statements dated within the last 6 months).

If you do not provide us with a valid identity document, we could not verify your account and this may interfere your payments.

We are sorry for any inconvenience ew may have caused you but as a Regular Payment Institution we operate under strict requirements imposed by the Financial Regulator.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Boryana
Onboarding Team UK

My ninth reply, 28/12/16:

Hi, I will forward a copy of my council tax bill tomorrow [On the 29th, I forwarded a copy of a utility bill to SumUp] as proof of my address. For the THIRD TIME, I do not have a passport or a driving license. On the 19th December I was told by you that a a copy of my birth certificate would be acceptable – see email quoted below:

“Thank you for contacting SumUp Support.

I am happy to assist you with your query. A valid proof of identity are the following:

1.Birth certificate.

2.Government-issued driver’s license/ID card.

3.Passport & Passport Card.

What documents did you use to open your bank account at Lloyd’s bank Jon? Valid ID is also required to open a bank account. Unfortunately, without a proof of identity, we cannot fully verify the account.I do hope this helps, Jon. Wishing you a great day!

You can find answers to your SumUp questions in our Support Centre 24/7.

help.sumup.com

Kind regards,

Ebony

Team Lead SumUp Support “

I am fully aware of the need (and the reasons) for verifying people in line with your KYC obligations, but I cannot provide documention I do not have. I have provided the documentation I have and which you asked for, but which you now say is insufficient. Could you please at least agree amongst yourselves what is required, but bear in mind that I DO NOT HAVE A DRIVING LICENSE OR PASSPORT.

Thank you,

Jon

From Sumup, 29/12/16:

Hello Jonathan,

Thank you for the e-mail and the documents provided.

Please provide us with a scan or copy of your proof of ID (your passport’s picture page or both sides of your driver’s license) in order that we can complete your SumUp account verification.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Nora
Onboarding Team UK

My tenth reply, 29/12/16:

Hi,

AS I HAVE NOW TOLD YOU FOUR TIMES, I DO NOT HAVE A DRIVING LICENSE OR PASSPORT.
Thanks,

Jon

From Sumup, 02/01/17:

Hello Jonathan,

Thank you for the e-mail.

Please accept our sincere apologies for any inconvenience we may have caused you but as a Regular Payment Institution we operate under strict requirements imposed by the Financial Regulator.

We would like to inform you that if you can not provide us with a valid identity document we will not verify your account.

We are looking forward to hearing from you.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Mira
Onboarding Team UK

My eleventh reply, 02/01/17:

Hi,

Thank you for getting back to me. I’d be grateful if you let me know what proof of identity and/or address would be acceptable, bearing in mind that:

  1. I do not have a passport or a driving license

  2. I have already supplied you with a copy of my birth certificate, which you told me would be acceptable, but which you now appear to regard as unacceptable.

Best wishes,

Jon

From Sumup, 03/01/17:

Hello Jonathan,

Thank you for the e-mail.

Please accept our sincere apologies for any inconvenience we may have caused you but as a Regular Payment Institution we operate under strict requirements imposed by the Financial Regulator.

We would like to inform you that if you can not provide us with a valid identity document we will not verify your account.

We are looking forward to hearing from you.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Mira
Onboarding Team UK

My twelth reply, 04/01/17:

Hello Mira,

Did you actually read my email? I am well aware that you need proof of identity, and I fully understand why. WHAT I ASKED WAS:

” I’d be grateful if you let me know what proof of identity and/or address would be acceptable, bearing in mind that:

  1. I do not have a passport or a driving license

  2. I have already supplied you with a copy of my birth certificate, which you told me would be acceptable, but which you now appear to regard as unacceptable.”

Perhaps in responding this time, you could help by actually answering the question I asked.

Thank you

Jon

From Sumup, 05/01/17:

Hello Jonathan,

After a full review of your account we are sorry to inform you that we will no be able to provide you with our services.

A copy of our Terms and Conditions can be found at the following link: https://sumup.co.uk/terms.

We apologize for this inconvenience.

Kind regards,

Ilinka
Onboarding Team UK

My thirteenth reply, 05/01/17:

Hi,

Thank you for getting back to me. I am familiar with your terms and conditions. I am however at a loss to understand why you will not be able to provide me with your services. I am still waiting for you to explain to me what verification I am supposed to provide in the absence of a driving license and passport, given that a copy of my birth certificate was deemed insufficient.

As I have repeatedly stated, I fully understand and accept the need for you to work within the regulatory framework of your industry, but for you and your colleagues to continually ask me for documents which I do not have and therefore cannot provide without explaining what steps can be taken to satisfy you as to my identity and address is profoundly unhelpful.

I have taken the trouble to compile our correspondence and publish it on my website. If you can take the time to read it through, you might have a better understanding of my frustration at this point. https://wildandhomelessbooks.com/

I am still waiting for you to let me know what form of identity is valid in the absence of a driving license and passport, and I look forward to hearing from you.

Best wishes,

Jon

From Sumup, 09/01/17:

Hello Jonathan,

I am happy to assist you with your query. We have attempted to verify your account with all documentation that you have provided. While we sincerely thank you for this, as an FCA regulated financial institution we must have certain documents in order to complete verification. Unfortunately, as you are unable to provide the requested documentation (a valid driving license or passport) we are not able to fully verify your account. This means that it is not possible to continue use of your account. Additionally, by publishing the contents of the email correspondence, your account will unfortunately remain closed. At the bottom of the emails it states that this information is solely for the intended recipient and not to be shared. I do hope this helps, Jonathan. Wishing you a great day!
You can find answers to your SumUp questions in our Support Centre 24/7.
help.sumup.com
Kind regards,
Ebony
Team Lead SumUp Support

My fourteenth reply, 09/01/17:

Hi Ebony,
Thanks for getting back to me. Unfortunately you have still not answered my question. In an email from you dated 19th December, you stated that :
“I am happy to assist you with your query. A valid proof of identity are the following:
1.Birth certificate.
2.Government-issued driver’s license/ID card.
3.Passport & Passport Card.”
I provided you with a copy of my birth certificate on 22nd December, and on 28th December you told me that my birth certificate was insufficient.
What I have been attempting to find out since then is why a copy of my birth certificate was insufficient.
Once again I undertsand that you have to comply with the regulations of your industry, but I find it hard to believe that the FCA will only accept driving licenses and passports as proof of ID as these are both discretionary forms of identification and not everyone has them – like myself.
As for publishing the correspondence, there are two points. Firstly, it is a weak argument on your part to use it as retrospective justification for closing my account. Secondly, I published the correspondence only AFTER you had told me that you had closed my account.
I am therefore still waiting for you to explain why my birth certificate was requested as proof and then deemed insufficient.
Best wishes,
Jon
From Sumup, 09/01/17:

Hello Jonathan,

Thank you for contacting SumUp Support.
I am happy to assist you with your query. My email stating what is defined as a proof of identification was in response to your previous email inquiring about this. The onboarding team requested either a driving license or passport in every other email correspondence in order to verify your account. While you did provide your birth certificate, this was insufficient as we required photo identification. Apologies for any miscommunication, I did not state that your account was closed due to you sharing the information. Rather, that it will remained closed because of it.
You can find answers to your SumUp questions in our Support Centre 24/7.
help.sumup.com
Kind regards,
Ebony
Team Lead SumUp Support
My fifteenth reply, 09/01/17:
Hi Ebony,
Thanks for getting back to me. At no point in any email from SumUp was it stated that photo ID was needed. Similarly in your email of the 19th December, which I quoted earlier, no distinction was drawn between the three examples of acceptable ID, nor was it stated that there had to be a combination of documents.
Since the various responses from SumUp to my questions over the last month are not entirely consistent with one another I have taken the trouble to ask the FCA several questions based on your responses. I’ll get back to you if I need to after I’ve heard from them.
Best wishes,
Jon

My sixteenth reply, 12/1/17

Hello Ebony,

I have now heard back from the FCA, and on their advice, there are a number of questions I need to ask you.


1. Does everyone wishing to use your services need to provide proof of their indentity in the form of photo ID?

2. If so, which particular part of the FCA guidelines have you interpreted as requiring this?

3. Similarly, if so, could you provide a comprehensive list of all such forms of photo ID which would be acceptable to you?

4. Has everyone holding a validated account with you provided such proof?

Best wishes

Jon

From SumUp 12/1/17

Hello Jon, 

Thank you for contacting SumUp Support. 

While I am unable to give you the exact guideline, you can read on the request for information here: https://www.fca.org.uk/consumers/opening-bank-account. In all correspondence, we requested either a passport or driving license. This is also communicated on our website here: http://supportuk.sumup.com/customer/portal/articles/2078222. 


Yes everyone using our services, if requested, is required to provide such documentation. On the link provided above, also in the emails requesting this information, we state what documents we require and that would be acceptable. I do hope this helps. Wishing you a great day!

You can find answers to your SumUp questions in our Support Centre 24/7.

help.sumup.com

Kind regards,

Ebony 

Team Lead SumUp Support 

My seventeenth reply, 13/1/17

Hi Ebony,

Thanks for getting back to me.

First of all, it is slightly disappointing that you cannot offer an explanation of your interpretation of FCA guidelines. I asked the question because the FCA wrote to me stating:

I would ask that you contact Sum Up to get them to clarify which rule they’re referring to. They should be able to clarify their understanding of our rules and if you’re unhappy with the response that you’ve received so far, you can complain.

Your response, therefore, is some way short of what I was hoping for.

It is also untrue to state that in all correspondence you requested a driving license or passport. In your email of 19th December you stated that a birth certificate would be acceptable, and I responded to this on the 19th saying that I would forward a copy of my birth certificate. In the next email from SumUp on 22nd, which I quote in full below, you say:


Hello Jon,

Thank you for your email.

We look forward to receiving a copy of your birth certificate then.

Are you familiar with our online SUPPORT CENTRE?
Check out help.sumup.com to find answers to your SumUp questions 24/7.

Kind regards,

Vasco
Onboarding Team UK

There is no mention whatsoever of driving licenses or passports in that email and in the context of the conversation it is reasonable to assume that SumUp are saying that a birth certificate would be acceptable proof of ID. Indeed, following on from that I was asked to provide further information about my business (in another email from SumUp on 22nd December), but once again I wasn’t asked for photo ID.

Both the link you provided to the article on your website and your own repsonse effectively say that not everyone has to provide photo ID because not all accounts need to be verified. Again, I would like to know which part of FCA guidelines this refers to, how SumUp have interpreted it, and what your criteria for are for deciding whether an account needs to be verified.

Best wishes,

Jon

From SumUp 16/1/17

Hi Jonathan, 


Thank you for contacting SumUp Support. 


SumUp Payments is authorised as a Payment Institution by the FCA. As such, it has various anti-money laundering, fraud and counter-terrorism obligations under the UK law. 

In order to comply with our obligations with the money laundering regulations, we need to meet certain responsibilities. And these include carrying out customer due diligence measures to check that our customers are who they say they are. In order words, verify the identity of our customers/merchants.

As we don’t meet our customers face to face, it is a requirement for us to get an official photo ID document from our merchants. We can accept a copy of passport, photo card driving license, national ID card or Residence permit, for instance. 

This is all the information I can provide to you regarding our policy. I do not have an FCA regulation booklet to reference. The links provided previously reference the process of verification and requesting ID by SumUp. If you wish to take this further, you are free to request a formal complaint. Please be advised that the information provided to you has been verified by our Compliance Officer as well. I do hope this helps, Jonathan. Wishing you a great day!

You can find answers to your SumUp questions in our Support Centre 24/7.

help.sumup.com

Kind regards,

Ebony 

Team Lead SumUp Support 

My eighteenth reply, 17/1/17

Hi Ebony,


Thanks for getting back to me. I am well aware of KYC obligations for the financial sector.


In response to your email, I still do not think that you have clarified the point of whether the need for photo ID is a direct FCA requirement or whether it is SumUP’s interpretation of an FCA guideline.


Secondly, you have not addressed this point from my previous email:

Both the link you provided to the article on your website and your own repsonse effectively say that not everyone has to provide photo ID because not all accounts need to be verified. Again, I would like to know which part of FCA guidelines this refers to, how SumUp have interpreted it, and what your criteria for are for deciding whether an account needs to be verified.


It also appears from your email that passports and driving licenses are not the only form of photo ID that you accept:

We can accept a copy of passport, photo card driving license, national ID card or Residence permit, for instance.

As I asked you in my email of 12th January:

3. Similarly, if so, could you provide a comprehensive list of all such forms of photo ID which would be acceptable to you?

I would be grateful if you could now answer this question.

If other forms of photo ID are acceptable, why was no attempt was made by SumUp to ascertain whether I could provide some other form of photo ID before closing my account. I would also like to know why SumUp continually insisted on the need for proof in the form of a driving license or passport when apparently other forms of photo ID are also accepted.


I note also that you have not responded to my point about the inaccuracy of your assertion on 12th January that:

In all correspondence, we requested either a passport or driving license

I therefore assume that you accept that your statement was inaccurate and untrue.

I do not wish to make a formal complaint at this moment in time as I am hoping that SumUp will be able to explain their actions regarding my account in such a way that makes that unnecessary.

Best wishes

Jon

My nineteenth reply, 23/1/17

Hi Ebony,

 I’d appreciate a response to the email below which I sent six days ago.

Thanks

 Jon

From SumUp, 23/1/17

Hi Jonathan, 

Thank you for contacting SumUp Support. 

I am happy to assist you with your query. You’ve requested further explanation regarding FCA regulations. As the information I have provided is not sufficient, I have requested that our Compliance Team review this. Once they provide me with more information, I’d be happy to forward this to you as soon as possible Jonathan. 

Wishing you a great day!

You can find answers to your SumUp questions in our Support Centre 24/7.

help.sumup.com

Kind regards,

Ebony 

Team Lead SumUp Support 

My twentieth reply, 23/1/17

Hi Ebony,


Thanks for getting back to me. I look forward to hearing from you and/or your Compliance Team in due course.


Best wishes


Jon


From SumUp, 24/1/17


The team passed me on your email and have logged it as a formal complaint. This is standard practice when a complaint takes some time to resolve.


I understand that you have difficulty in supplying a photo identification document and are querying where this is required in law. As a regulated firm we adhere to the 2007 Money Laundering requirements which in turn implement the 3rd Money Laundering Directive. The main trust of this legislation was to introduce a risk based approach where firms could establish their procedures based on the risk presented. 

In terms of our business, credit card payments, we have implemented procedures which require photo identification which is in line with the requirements recommended in part 1 of the JMLSG guidance notes. Please see 5.3.63 of the document linked below.


It is up to SumUp as the regulated firm to determine what documents we are willing to accept. In this case we require government issued photo identification. SumUp is an international business, and so other options may present in other countries. In the UK however it is either a driving license or passport.


I am sorry if this causes you difficulty, however it is a requirement in order to use our service. If you can provide acceptable photo identification, we would be happy to re-examine your application. As it stands however, this email constitutes a final response to your complaint. 

You do have further recourse with the Financial Ombudsman Service however, whose details I have included below. They would be happy to investigate further and engage with SumUp on your behalf if they deem it necessary.

http://www.financial-ombudsman.org.uk/consumer/complaints.htm

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
complaint.info@financial-ombudsman.org.uk
020 7964 1000


Sincerely yours,

Gareth

––––––––––––––––––––––––––––

Gareth Walsh
Director, Risk & Compliance
––––––––––––––––––––––––––

My twenty first reply, 26/1/17

Hi Gareth,

Thank you for writing. I note that you state that your email “constitutes a final response to [my] complaint”, so I will not waste more time either raising new points or reiterating points already raised. However, I would say that your interpretation of para 5.3.63 seems to be to be selective and incomplete.

Ultimately though, my issue with your company is not its policy per se, but the manner in which my account was handled by your support staff, and this you have failed to acknowledge or address in your email.

Best wishes

Jon

…and here I stand. It’s not quite Kafka, but it’s close.

7 thoughts on “SumUp: Jumping through hoops while beating your head against a brick wall”

  4. Pingback: Sod off, farewell… | Wild & Homeless Books

  5. LOL… When the bruising on your forehead subsides, you know that place where you were beating it against the brick wall… you may look back on this and laugh!

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  6. Omg that was hilarious but unbelievably frustrating I would have sacked it off after 2 or 3 e mails I really want to use sum up but the unable to e mail them as it jeeps rejecting it is giving me doubts ,and after reading this jeeez 🙈

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