Xenophobic or racist

I've been a British citizen for many years. I wanted to open a cash ISA and then to transfer part of my existing ISA as the interest rates were higher than my current ISA. Went through the ID checks conducted by external company and submitted my application. Was contacted by them asking lots of questions about my background (I was born in Russia and detailed this on my application). The questions were very strange but they advised this was part of their standard checks and when I asked if there was a problem they advised thrre wasn't but they would contact me if they had any further questions. I hadn't heard from them so recontacted them and they informed me they were still awaiting my ID check which was rubbish as everything had been done. I asked to speak to someone else, was kept waiting for a few minutes and then was cut off. I can't imagine that they are so incompetent and I'm sure their action is due to the fact I was born in Russia so I've now opened a new ISA elsewhere and neither I or my husband will be transferring our existing ISAs to this pathetic organisation.