nordea.dk

New customer, no thanks

Story of trying to open a Nordea basic bank account:1) I don’t remember why, probably cos of a messy landing page design, but I ended up chatting to the chat bot to find out where to make an application online to open a new account. The link provided to “open account” by the bot led to a “page does not exist” message. 2) I call, and I’m advised that since I don’t have a Danish passport, I need to go physically to the branch. I am also asked if I have a job (?!?!) and I say I am looking for one 3) at the branch I am again asked if I have a job and then I get stopped there - If you don’t have a job, we cannot open a bank account for you. Of course this was not highlighted on the phone, so I was not saved by this disgrace of an experience. I am an EU citizen, residing in Denmark, and Nordea says there is “a European law” according to which they can’t accept customers without a job to be their clients. The lady I spoke to was rude, laughed at me for being surprised, and advised me to use the card from “my country” for my daily expenses. When I requested for this answer to be put in writing so that I can further investigate the legality of this practice, I was encountered with a smirk and a question of “you? You are a lawyer?”. Oh, and yes, I’m still waiting for said email. By the way I called Danske Bank and they are not aware of said European law. When I mentioned to the Nordea banker she was very surprised……. Not only am I disappointed by the service - if you treat new customers like this, it can only be downhill from there, but also there was a total lack of courtesy and respect in the way I was talked to. Farewell Nordea, I hope you learn to treat future and current customers better.EDIT: Dear Christina, I don’t understand your follow up. I scheduled a time to be called, and your colleague did in fact get in touch with me on Friday 23rd June 2023 at 10:39, and we spoke for 11 minutes. So I am not sure why you say they did not manage to get through to me? I am however waiting for a response in writing where you deny me access to a bank account on the grounds of being a jobseeking foreigner residing in Denmark, as specified in a “European law”. Your customer service confirmed this on the phone, but was unable to point to the specific policy, but they say “it’s there”. So yes, I am waiting.EDIT 2: Thanks, Christina, for editing your message and clarifying you needed me to reschedule a call with you.Summary of "the good talk" with Lene leader of Nordea Roskilde:1) they refuse to put anything in writing. Surprise surprise. Amazing how a bank can refuse a customer based on a 30 second chat - superior KYC process! - and be able not to give their decision and reasoning in writing. 2) "very sorry we didn't understand your husband was already a client. That would have changed things, of course" UNBELIEVABLE! I cannot believe that an unemployed woman would be allowed a bank account by Nordea, IF her husband was already a client. 3) I must have misunderstood the European Law part........ of course! Shameful...OUTCOME: They refuse to put anything in writing, they offer me a bank account (because of my husband) and promise to do better in the future.No, thanks.Please Nordea, review "the European Law". Here are the details & some key points your might find useful. Maybe it's time to review your KYC processes to be... more legal?Directive 2014/92/EU on the comparability of fees related to payment account. Directive 2004/38 Member States like Denmark should guarantee that consumers like you who intend to open a payment account are not discriminated against on the basis of their nationality. While it is important for credit institutions to ensure that their customers are not using the financial system for illegal purposes such as fraud, money laundering or terrorism financing, they should not impose barriers to consumers who want to benefit from the advantages of the internal market by opening and using payment accounts on a cross-border basis. Consumers who are legally resident in the Union should not be discriminated against by reason of their nationality or place of residence, or on any other ground referred to in Article 21 of the Charter of Fundamental Rights of the European Union (the Charter ) when applying for, or accessing, a payment account within the Union. Furthermore, access to payment accounts with basic features should be ensured by Member States irrespective of the consumers financial circumstances, such as their employment status, level of income, credit history or personal bankruptcy.

Date of experience: Jun 22, 2023