Comment by gvurrdon

Indeed they did. I had to go to a branch to get a new security device, mine having run out of battery. This involved speaking to their customer support on the phone anyway, and they told me that. Telling them that the organisation (a local sports club using a charity account) had that policy caused them to back down, though they hinted that they wouldn't do so in future. As you might guess, I created the policy once they gave me the "not a valid excuse" line (I run the club). Their agent seemed very confused by my assertion that the app would not run, because it runs on Android and iOS (they claimed) and they presumably thought that those are the only smartphones which exist.