Weird. I've never opened an account like that online so can't really answer it but I would suggest a call to the bank to make an appointment to "open an account" as they're being so slow.

They don't all credit check for all accounts, I didn't think they did for Step as it has no credit or borrowing facilities with it at all. The other one I know like that is the Abbey, because I've got bad credit I went into the branch and specifically asked if they had an account which I could open without the need for a credit check as I wouldn't pass one and they had exactly that... a basic account. However (as I have been advised now trying to repair my credit) you get no status on your credit file for having a basic account, if you can have a current account instead it's better for your financial status.

I'm not sure that the online method of opening a bank account is as efficient as it perhaps should be.....