Shocking!!

My child used a credit card linked to my account for a few weeks. All of a sudden it was blocked. I tried to get hold of my private banker John for 3 weeks. Via internet banking, phone call and email. He did not even respond once. When I phoned the call centre today I was told I need to sent my childs ID. They discovered after a few weeks that THEY did not asked for my childs ID and therefor THEY just blocked the card. Without asking my for the ID or informing me that they going to block the card!!!