M&S Bank suggested he call their customer services on his landline to verify transactions, but Mr Henry said this was not a workable solution because it required him to be at home, adding: “I do not wish to get stuck somewhere with no means to pay . There should be some degree of understanding for people like me who can’t use mobile phones.”
Natalie Ceeney, chairman of the Cash Action Group, said: “There are over four million people in the UK without a smartphone, and there are many more who live in areas with poor mobile coverage. Often they are the oldest or the most vulnerable. It’s vital there is always an alternative to digital payments to make sure no one is left behind.”
Some companies offer no alternatives to mobile phone verification. To even apply for a credit card, Virgin Money and John Lewis Finance require customers to provide a mobile phone number, as does TSB – although it will let customers register without a mobile phone in branch.
Campaigner Dame Esther Rantzen, who launched The Silver Helpline for the elderly, said: “Nobody considers how older people are affected when a process like this changes. It’s absolutely maddening that bank staff in their 40s are making such decisions that affect people in their 90s.”
A M&S Bank spokesperson said affected customers should contact the bank to “explore the most appropriate solution for them”.
A FCA spokesperson said: “Banks and other payment companies should provide several different methods for people to confirm transactions are genuine. We will engage with any firm not offering alternative methods.”
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