Santander failure to close deceased's account

JOP_2

Hi
I'm new to this so I hope I have put this in the right place.
It's a bit of a long story but I'll try to keep it short.
My husband, from whom I was amicably separated passed away in January this year. It has fallen to me to sort out his affairs which are in a bit of a mess.
My biggest problem at the moment is Santander / Alliance & Leicester.
I took an original of the death certificate into my local branch of Santander which the branch manager photocopied and assured me that she would do all the necessary and make sure that his accounts were closed. Unfortunately, for whatever reason this was not done. I have the card of the branch manager I saw, I personally don't bank with them so would have no reason to have this card.
I had written to all the utilities companies etc and the A&L (also part of Santander) and notified them of the death, explained that no further payments would be made until his estate was finalised.
This month I have been discovered that the account was not closed and Santander have continued paying DD's including the Mortgage, the only reason I found this out was that the A&L wrote to me to inform me that the mortgage request had been returned unpaid.
My solicitor has written to Santander twice in May twice in June and twice so far in July. Santander are claiming to have only been informed of the death in July. They have not sent him or I a statement so I have no idea what has been paid and what charges may have been applied if the account is now overdrawn.
So... my question is, can I insist that Santander put the account back to the balance it was at on the day I notified them of my husbands death and is it possible to use the DD guarantee somehow?
Sorry it's so long but I am at my wits end with it all
Any advice would be great!
Thank you in advance

jonesMUFCforever

The bills remain payable even after death so that may not be a good idea.
Getting them to waive all charges IMO would be a better option.

jon142

Worst bank in history, nothing surprises me!

fluffig

Use their complaints procedure. Good luck !

(You are not alone. I had problem after problem with them re power of attorney and then, when my relative died earlier this year, had to give them the death certificate 4 times over a period of 2 months. They have appalling disjointed systems and either lie or contradict themselves on the 'phone. When eventually they stopped writing to my late relative, put their accounts on hold, and took them off my internet banking, they then started emailing my late relative ... )

JOP_2

Thanks for the replies. I have had a bit of good news from the A&L (mortgage co, also part of Santander) they have agreed to refund the admin charge and early redemption fee. Nice lady there has also been trying to get Santander to give us some answers, I completely agree - they tell lies! The complaints dept promised my solicitor a call back within 24 hrs 2 days ago, still waiting for that!
I thought the normal practice was to freeze the bank account. I wanted to pay all the bills when the estate was finalised - but as they have did not close the account there are now credit balances on all the utility suppliers which is going to be more hassle to retrieve.
Santander are very fortunate that I have a very very sore throat at the moment or I would be shouting at them right now! :mad: