Just over 2 weeks ago I woke up to find my active listings shown as ‘currently unavailable’.
I got in touch with SS who said I must have inadvertently put my holiday settings on, which I hadn’t. We went round in circles for the next 48 hours as I emailed, live chatted and desperately called trying to catch someone that could help find out what was going on.
It was only on the 3rd day that one of the associates mentioned a Know Your Customer verification was underway on our account which had been triggered by a sales threshold and that they couldn’t do any more to help as the seller verification team would be in touch in due course.
So our listings, our selling privileges and our disbursements were all suspended and withheld without explanation, which has decimated our business.
I am pulling my hair out with the cryptic performance notification I keep getting, which is to upload;
– A copy of the company’s most recent share allotment document. This usually takes the form of a Statement of Capital, an Annual Return or a Confirmation Statement. It may show the number of shares held by each beneficial owner and the number of shares issued for the company. You can download this document from the UK Companies House website (https://beta.companieshouse.gov.uk/). Please note this may not be the most recent Confirmation Statement.
I have tried clarifying with the associates, with my accountant and the company formation business I used, to ensure that I am uploading the correct document, as I’m sure you’re aware once you upload the document it can take anywhere up to 10 days to get a response back! So despite uploading our most recent confirmation statement, then our share certificate, they still keep sending that message.
Does anyone know what document they need?
Has anyone had a KYC check done for hitting a sales threshold?
I think I already know the answer, but is there a possible claim here in some form?
I can’t seem to find any way to escalate a complaint?
Sorry for the rant but any help would be much appreciated…