Do I have a case against Halifax?

Wiltshire_Blue

My mother recently died and my brother and myself visited our local Halifax branch where my mother held her account. We completed the necessary paperwork and they took copies of the Will and Death Certificate. I was told this would be forwarded to Head Office, and that we should expect a reply in about 10 days. 3 weeks later, having heard nothing and needing to get a balance for Probate purposes, I 'phoned the local branch. I was told to 'phone Head Office on an 0845 number. When I did that I was informed that the balance was less than I thought it should be, and the reason is that the bank has not closed the account and has continued to pay standing orders. Apparently Head Office has not received any paperwork from the branch. Isn't the first duty of a bank, on being informed of the death of the account holder to freeze the account? Is this something I should take up with the banking ombudsman?

opinions4u

They clearly haven't administered the situation as they should have done.

Is this something I should take up with the banking ombudsman?

You need to take it up with Halifax first.

Complain and ask them to put it right.

If they fail to do this that's when the FOS can become involved.

Wiltshire_Blue

I have taken it up with Halifax. The promise of contact from Customer complaints failed to materialize. Attempts to get through to that department are all thwarted somewhere in their telephone system (all 0845 numbers of course). Finally contacted the branch. They cannot find any trace of the copy of the will or the copies they took of my and my brothers driving licences. Now I am being asked to take the documentation in again - more time off work. So what has happened to the information they took off me last time? No trace in the branch or at head office. so they don't know. So much for data protection. I still haven't been provided with a statement, so I cannot proceed with probate.

pmduk

Then you start with a formal written complaint. Then escalate it to the FOS if the matter's not been sorted within 8 weeks.