Inger Löwe suffered a fraud at the beginning of the year and lost SEK 30,000 from her account at Länsförsäkringar Bank.
When it was discovered, Länsförsäkringar wrote in a letter to Inger that the service had been used in an unauthorized way and that the possibility of ordering a new bank ID had been blocked at all issuers. She could get a new one in a year at the earliest.
- I haven't done anything wrong, she states.
She tried to have the decision overturned. Among other things, by contacting the bank's person responsible for complaints who thought the bank did the right thing.
- I don't know how many times I went to their office to get my bank ID back. But no, it didn't work, notes Inger Löwe.
She received another letter from the bank in which they write that she can apply for a bank ID with her new bank. Which is not possible because it is blocked by all publishers.
She thinks it's wrong that you can't appeal a blocked ID.
- The banks have ensured that they are the ones who decide. It's annoying that you can't appeal and get justice. Especially when it is about a year's time. I think it's a bit of a long time, says Inger Löwe.
She runs a tailor shop with the rental of historical costumes and costumes. The withdrawal also caused problems in that business. Today, she manages her finances in another bank with a bank deposit box.
In the letter, the bank writes that she can turn to the General Complaints Board, ARN. She also contacts ARN but realizes that it probably won't take up her case if she had reported.
Blocked bank IDs are a very common complaint that reaches the Consumers' Banking and Finance Agency, an agency that provides guidance in, among other things, banking matters. They receive many questions about accounts that have been blocked by the bank. In these cases, it may also be included that the bank ID is blocked - in the same way as with Inger Löwes.
- Many of those who turn to us for guidance express a great deal of frustration that they cannot have that decision reviewed in the General Complaints Board, says Fredrik Nordquist, lawyer and deputy head of the Consumer Banking and Finance Agency.
- The board has previously concluded that it is not a basic service that the consumer is entitled to according to the Payment Services Act, he continues.
In some cases, people have tried to have cases with blocked bank IDs tried at ARN. However, the authority has not taken up any cases for consideration. According to Ylva Lindén, a lawyer at ARN, according to its instructions, the authority can try cases concerning access to a payment account with basic functions.
- But bank ID is not seen as a basic function according to the provision in the Payment Services Act, she says.
It is required that the provision or the interpretation of the provision be changed in order for ARN to be able to try such cases.
- But that is not something we control. The provision is rooted in EU legislation, says Ylva Lindén.
Länsförsäkringar does not want to comment on Inger Löwe's case with reference to bank secrecy.
In an email reply, the bank writes how they act in general. That they block bank ID if you have violated the bank's terms of use for bank ID in a serious way. It could be if the bank ID was used in a suspected criminal act such as fraud or money laundering.
"Ultimately, this is about countering crime and maintaining a secure and reliable bank ID service. It is the blocking bank that handles any request for reconsideration of the decision. We understand that this may cause inconvenience for the person who is blocked from bank id."
