A customer contacts you as a high$-$value payment has been blocked on their account. NatWest take suspected fraudulent activity very seriously and protecting their customers is of the highest priority. You need to verify personal details before releasing the payment. This is for security purposes and ensures you're talking to the right person. However, as you explain this requirement, the customers starts to get frustrated and asks that the payment goes out immediately. They refuse to answer your questions and tell you they'll make a complaint. The process requires you to confirm the details, but you don't want to upset them further.