We are really sorry that your experience is not satisfactory with Plum.
As a regulated institution, Plum is obliged to follow certain rules issued by supervisory and regulatory bodies and conduct ongoing checks as well as request relevant information/documentation from our customers. Also, our customers prior to using any Plum services agree with our General Terms & Conditions where it is provided that ‘’As a condition of receiving access to the Products and Services, you (i.e. the customer) shall […] provide all such documentation or information as may be reasonably required by Plum to ensure its compliance with applicable law and regulation, including, but not limited to, information to verify your identity and failure to do so may result in the termination of your Account in accordance with the provisions of these Terms’’
Please rest assured that the relevant team will reach out to you with an update, once the checks are conducted. I can see that they have reply to your email today and will continue assisting you.
We highly appreciate your patience and collaboration, in the meanwhile your money is always safe with Plum.