The team have been in touch and have unblocked the transaction. I think the main issue, which I’m sure is what others are feeling too, is that you don’t give any sort of notice or advice about blockings, and as payments are usually made on the day they’re needed (e.g. payroll) hearing that an account or transaction is blocked (for no clear reason) and with the message saying it can take 24 hours for your team to get in touch with no way to get hold of them other than sending a message which isn’t immediately picked up generates panic that a vital payment isn’t going to get through in time.
When I enter my payroll payments I need those to be sent immediately, not the day later, and although the block was taken off within a few hours that is clearly not guaranteed and waiting until the next day would be catastrophic.
I also haven’t had a further response from your team about WHY the block was put on… was this because of odd activity that flagged something? Was it due to the size or a payment, or have I paid to a company which is on a watch list? As a customer I need to know if I am transacting in an odd way and raising a flag - if that’s the case please tell me and I’ll see if I can operate in a way which isn’t causing you as a bank any sort of concern.
Generally the issue here isn’t with the actions you’re taking, it’s with the way you take them, added to the issue of not being able to call you even for these exceptional cases. I totally get that you want to offer full phone support to customers who pay you the (in my opinion exorbitantly expensive) Plus fee, but you really should provide a number to contact in circumstances such as these when you exceptionally block an account or transaction.