My daughter applied for a Buy Now, Pay Later account with Very recently. She was approved by the system, placed an order which went through fine, and everything seemed to be in order. But a couple of days later, when she logged in, the order still showed as "pending".

After chasing it up, she was questioned in a way that felt more like an interrogation than a routine verification check. Some of the questions were completely irrelevant and made the whole experience uncomfortable. In the end, her account was declined because someone decided she hadn't passed the verification, even though nothing was clearly explained.

What makes it worse is that both my wife and I have accounts with Very for years. I even spoke to the officer handling the case on her behalf, and were able to send ID documents such as her passport and driving licence etc. to confirm her identity. We were more than willing to cooperate, however the person dealing with it simply wasn’t interested. They’d clearly made up their mind, and that was that.
It’s genuinely one of the worst examples of customer service I have come across. The situation was handled poorly, with no flexibility or willingness to help. As a result, I’ll be closing my own account it has completely put us off this company.