A mother from Croxteth has criticised her bank after her account was frozen for four days, leaving her with dwindling food supplies for her two young children. Leanne McCarthy, 38, had just one nappy left for her two-year-old daughter Scarlett-Ella and was worried she would not be able to buy birthday presents for her son Leighton, four, after her account was restricted by Manchester-based Suits Me.
Account restricted after documentation request
McCarthy told the ECHO she had spent hours trying to get the account unfrozen after the bank asked for extra documentation regarding Universal Credit payments. She said she was unable to upload the documents to the online account provider's portal. Suits Me said it was unable to comment on an individual customer's account or circumstances due to privacy and data protection obligations.
The account was reopened after the ECHO contacted Suits Me to ask about the restricted account.
Mother describes ordeal
McCarthy told the ECHO: "I got a message on my online banking on Thursday (August 13) saying my bank account had been restricted. On Friday morning, I spent four hours on hold trying to get through to Suits Me bank.
"I eventually got through to someone after calling back, and he said he needed documents, so I sent everything he asked for.
"I've phoned them at least 20 times and emailed them over 20 times. I've sent these documents three or four times to them.
"I can't wait any longer because I've got two babies who need food and nappies.
"Suits Me is an online bank, so they don't even have a branch you can go into to get cash out.
"I've already opened a new bank account elsewhere."
Account reopened after contact
When McCarthy opened the app, she was faced with a message telling her the account was "temporarily restricted" for security checks. The message told her she was able to receive funds, but spending was "currently unavailable". It concluded: "We'll contact you if any action is required."
McCarthy added: "I think it is absolutely disgusting the way they treated me. I've got a two-year-old daughter and my little boy is four.
"I need to buy things for his birthday and get shopping in, but it's just so stressful. I've only got a few bits left at home, including just one nappy left for my daughter."
McCarthy reported that her account was reopened after the ECHO contacted Suits Me on Monday, August 17. Suits Me told the ECHO McCarthy could contact the online account provider via its urgent support team.
