Closing Bank Account

achamp

Hi,
I have a Sainsbury's bank account which I want to close. It is a phone and online account.

I wrote them a letter saying please close account xxxxx.

They have now written back saying they can't accept written instructions and that I must phone them or log on.

My question is are they allowed to do this? Am I within my legal rights to insist that written communication should be sufficient?

This is an old account and I can't remember my phone or online security details so I don't want to go through the endless phone menus trying to get this all reset.

It seems madness to me that they go to the effort of sending a letter saying they can't do something when surely it would be less effort on their part to actually have done what I requested in the first place.

Thanks for any advice.

jalexa

achamp wrote: »

Am I within my legal rights to insist that written communication should be sufficient?

A narrow technical answer to that requires that you consult the terms and conditions. If they specifically say phone or online (only) then I suggest you "set a trap" by explaining that this is an old account and you have forgotten the security. Ask what is the process to reset. Try your best to comply. Remember its "a trap". If they fail the test, raise a complaint.

Focus on getting the account closed not the apparent stupidity of their process. If you can win out after "endless menus", just do it.

JimmyTheWig

Where's the trap, jalexa? What are you trapping them into?

jalexa

JimmyTheWig wrote: »

Where's the trap, jalexa? What are you trapping them into?

It's just a form of words to cover giving them an (open) opportunity to explain the closure process where security details have been forgotten. To have no process would not be satisfactory and would IMO be grounds for complaint. I can't predict how the adviser will respond.

As an aside, I closed a credit card recently. The terms and conditions said close by post, I phoned and the card was closed without fuss. I recently closed a Halifax account by post without any problems. Before the Lloyds migration I could have done that online but "customer improvement" removed the facility.

Sainsburys (fulfilled by HBOS) seems very pedantic as described. I don't understand why, I hope the OP will explain.

stclair

I would love to be to close an account over the telephone it would be the best thing since sliced bread it would cut out so much time and effort.

simax

I closed my Lloyds TSB account today after having it 4 years. Had to do it in-branch but only took 5 mins to sort out.

Felt really good afterwards