I have three accounts, one active and two rarely used.
One was "Frozen" due to inactivity.
I received a letter telling me to go to the branch to un freeze it.
Long story short I had a right barny because the rep wanted to photocopy my Passport and send it to "central office".
Insisting the photocopy would not be kept on a database that was her first lie.
During the conversation it was insisted a drivers license (or utility bill) and a Passport or something with my photo on were required.
Her claim was that after a year of inactivity accounts are frozen for security reasons