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Barclays Bereavement Team- appalling treatment of grieving family
SuzeC86
Posts: 1 Newbie
[FONT="]Hi everyone,[/FONT]
Below is a letter of formal complaint relaying our account of the treatment we have received from Barclays Bank following the devastating loss of my Father 3 months ago.
I have enclosed the full letter so as not to miss any of the details out, so apologies that it is so long winded. I just want others to be aware and to name and shame Barclays for their awful customer relations.
[FONT="]The only reason I have taken the time to put this into writing is because I would not want any other bereaved family to have to go through such appalling, compassionless treatment at the hands of Barclays Bank.[/FONT]
[FONT="]"Following the death of my Father in September, I am writing to express my absolute disgust at the treatment and service myself and my family have experienced at the hands of Barclays.[/FONT]
[FONT="]My Mother is sole Executrix and beneficiary of my Father’s will and estate, and I have been helping her through this terrible time by organising the necessary administration and financial affairs. [/FONT]
[FONT="]This has involved a great deal of liaison with Barclays, since not only have my parents been personal customers of Barclays bank for some 40 years, but my Father also held the above named business account with you, first operating as a Limited Company, and then later as a Sole Trader.[/FONT]
[FONT="]This, coupled with the devastating circumstances, would lead me to expect an excellent level of personalised customer care and support from Barclays, led by the Bereavement Team. How shocked and disappointed I was by the reality.[/FONT]
[FONT="]Following my initial call to the Bereavement Team in the first week of October to notify of my Father’s death, it became apparent that we needed to locate the deeds to my parents’ house, in order to determine whose name the property was in, and then proceed with applying for a Grant of Probate. Following a thorough search of my Father’s documents, and a call to my Solicitor, it emerged that the deeds were most likely still being held my Barclays, forming a legal charge and guarantee that was in place from the overdraft facility my Father had when operating as a Limited Company.[/FONT]
[FONT="]After being passed back and forth between the Bereavement Team and our local branches, who spoke with the securities team, I was told that Barclays did not hold the deeds. I challenged this, twice, as I did not believe this to be true. I asked them to look again. At this point I was dealing with the Local Business Manager at the West Swindon branch. She informed me that there was in fact no legal charge in place at all and advised that the business overdraft facility could not be paid off until Probate was obtained. Despite being the named Account Manager for my Father’s business, (as stated on the numerous letters sent to my Father demanding funds to be paid into the overdrawn business account) she was unable to offer clarification on the process for paying off the overdraft and closing the account, saying that nothing could be done without opening an Executor’s account, which in turn could not be done without first obtaining Probate. Which we could not do without securing the deeds. She stated that she really didn’t know anything about my Father’s personal affairs, as she was ‘just a name on the letter from the collections team.’ Nor did she seem to care. [/FONT]
[FONT="]Whatever happened to personal banking and supporting the individual needs of your small business customers? [/FONT]
[FONT="]By this point I was extremely stressed, and felt that I was getting nowhere. I called the Cirencester branch again, to try to clarify the situation regarding who held the deeds and whether there was indeed no legal charge, and reached another Business Account Manager. After some more to-ing and fro-ing, he was able to confirm that the securities team did indeed have the deeds to our house, and that there was in fact a legal charge still in place. However, this related to the previous Limited Company, and not the current Sole Trader business overdraft facility. He then began the process of liaison with the securities team for the release of the deeds. He also confirmed that we would not be able to close the business account without probate. [/FONT]
[FONT="]Some 4 weeks later, the deeds were finally released to our Solicitors. During this time, I had been in touch with the Bereavement Team several times, to check the status of the release of deeds and removal of the legal charge. However, in order to get through to my assigned contact each time, I had to go through the whole explanation again, which was quite frankly exhausting. The scripted responses I received were inappropriate and frustrating- in the end, I requested that the notes just be read from our CIS reference each time, so I did not have to keep going through the complexities of the situation. This should have been a given, instead of the rigmarole I had to go through every time.[/FONT]
[FONT="]This was a long, drawn out and painful process, and was the last thing that we needed to be dealing with whilst also arranging my Father’s funeral and grieving for him. It could have been, and should have been, made so much simpler. It was my understanding that that is indeed the very point of the Bereavement Team; to keep things as straightforward and simple for you as possible at this stressful and difficult time. Unfortunately this was not the experience of my family.[/FONT]
[FONT="]To my disgust, our troubles with Barclays did not end there.[/FONT]
[FONT="]In early December, my Mother received a letter dated 29th November 2012, addressed to my Father, demanding that money be paid into the overdrawn business account. This letter was once more signed by my Father's Account Manager, and sent from the Lending Support Team.
[/FONT]
[FONT="]I cannot tell you how distressing and upsetting it was for my Mother to receive a letter such as this at this time, a letter which should NEVER have been sent, had Barclays done as they should have. Following my initial call to the Bereavement Team, the account was frozen, so of course no money had been paid in, and ALL relevant departments should have been informed, including the lending team. [/FONT]
[FONT="]Around the same time, my Mother also received a courtesy call from Barclays, asking for my Father by name.[/FONT]
[FONT="]On Friday 30th November, I contacted the Bereavement Team, and spoke with, at last, a member of Barclays staff who was understanding, helpful, and finally managed to inspire some sort of confidence in her ability to manage my queries and complaint. She apologised for the letter and call my Mother had received, and promised to look into this and ensure it did not happen again. [/FONT]
[FONT="]The next bombshell came when I mentioned the situation regarding the overdraft facility, and how we had been told we could not pay it off and close it until Probate was obtained. She was surprised to hear this, and asked me who had told me that. I replied that several Barclays colleagues, including two branch Local Business Managers, had confirmed this to me. She was perplexed and went to double check with a manager. She then confirmed that in actual fact, we COULD pay off the overdraft and close the account without Probate, as it was in debit for less than £15,000. She then talked me through the process of how to go about doing this.[/FONT]
[FONT="]So, after 9 weeks of stress and anxiety, we are told that it was all completely unnecessary. One of the first things my Mother wanted to do was to pay off the overdraft to, and I quote, ‘get the bank off of our backs,’ and it now emerges that we could have done so, if only Barclays had given us the correct information at the correct time. I suggest you review the training of your Business Account Managers, as they clearly do not have the knowledge base their position demands.[/FONT]
[FONT="]A few days later, my Mother rang me in tears, having received yet another letter, dated 6th December 2012, again demanding money to be paid into the business overdraft facility, and threatening to take funds from our other personal accounts held with Barclays if this was not actioned. This letter was signed by the Senior Collections Manager.
[/FONT]
[FONT="]Words cannot describe my shock and disgust at this.[/FONT]
[FONT="]As the letter was received over a weekend, I told my Mother I would call the following Monday to address this appalling situation and sort it once and for all. [/FONT]
[FONT="]On the morning of 10th December 2012, I called the Bereavement Team again. I spoke with a member of staff named *****, who was abrupt, cold and clearly did not have the ability to show any kind of empathy or understanding. All he did was bleat textbook scripted responses at me, and was totally unhelpful. He was unable to offer me any valid explanation. He told me that the collections team were a separate department and nothing to do with Barclays, and that the Bereavement Team could not contact them on our behalf. I would strongly suggest that you listen to this recorded call, in order to understand my frustration at the way he handled the situation. If something has your name on it, then it IS your responsibility. Passing the buck is just not acceptable.[/FONT]
[FONT="]In the end, it became clear that the only way I could guarantee my Mother did not receive any more threatening and upsetting letters, was to call the Lending Support Team myself. He confirmed this. I asked for the telephone number for the lending team, and he said he did not have it and could not provide it for me. [/FONT]
[FONT="]I found the number myself, and called them immediately. They confirmed that they had been notified of my Father’s death on 10th October 2012, and that an administrative error must have caused the two letters to be sent. They stated that there was no reason why the Bereavement Team could not have called on our behalf to address the problem, as this is the usual procedure.[/FONT]
[FONT="]Unbelievable. [/FONT]
[FONT="]What is the point of the Bereavement Team and service if not to manage situations such as this and minimise the distress and upset of the bereaved family?[/FONT]
[FONT="]I understand this complaint has already been logged by a member of the personal banking team at the Cirencester Branch, and my Mother has since been contacted by telephone. However, I felt the need to also put our complaint into writing as this is by no means sufficient to even begin to undo the stress, anxiety and emotional turmoil that my Mother has experienced as a result of these events; stress which I might also add has had a significant impact on her physical and mental health.[/FONT]
[FONT="]It seems poignant to mention here that my Father died of Prostate Cancer, after a 7 year battle. For the last year, he has been extremely ill and bedridden, unable to work. During late April 2012, he was admitted to hospital for several days, and whilst there, was harassed by Barclays regarding his overdraft and a lack of funds paid into it. He explained the situation and where he was, and they asked if they could call back tomorrow, again demonstrating a complete lack of compassion.[/FONT]
[FONT="]The constant misinformation, lack of empathy, and inability to handle the situation with due care and sensitivity would be unacceptable under any circumstances, but coupled with the loss of my Father, Barclays have made an already terrible time even more difficult for us all to cope with. [/FONT]
[FONT="]Barclays Bank should be utterly ashamed of the way you treated my Father when he was still with us, and our family since. Yes, everyone has a job to do and a business to run, but there is absolutely no excuse for such a lack of humility and empathy. It is truly disgusting. [/FONT]
[FONT="]Unless you can offer my Mother a valid, detailed explanation and formal apology in writing for the shocking treatment she has received, please be assured that I will take our complaint to the Financial Ombudsman. I will also be publishing this account of our treatment on relevant consumer forums and websites, and will be writing to consumer watchdogs.[/FONT]
[FONT="]I trust you will take the time to consider the full detail of this complaint, and will show my Mother the consideration and respect that she deserves and has yet to receive from your institution.[/FONT][FONT="] I look forward to receiving your response." [/FONT]
Below is a letter of formal complaint relaying our account of the treatment we have received from Barclays Bank following the devastating loss of my Father 3 months ago.
I have enclosed the full letter so as not to miss any of the details out, so apologies that it is so long winded. I just want others to be aware and to name and shame Barclays for their awful customer relations.
[FONT="]The only reason I have taken the time to put this into writing is because I would not want any other bereaved family to have to go through such appalling, compassionless treatment at the hands of Barclays Bank.[/FONT]
[FONT="]"Following the death of my Father in September, I am writing to express my absolute disgust at the treatment and service myself and my family have experienced at the hands of Barclays.[/FONT]
[FONT="]My Mother is sole Executrix and beneficiary of my Father’s will and estate, and I have been helping her through this terrible time by organising the necessary administration and financial affairs. [/FONT]
[FONT="]This has involved a great deal of liaison with Barclays, since not only have my parents been personal customers of Barclays bank for some 40 years, but my Father also held the above named business account with you, first operating as a Limited Company, and then later as a Sole Trader.[/FONT]
[FONT="]This, coupled with the devastating circumstances, would lead me to expect an excellent level of personalised customer care and support from Barclays, led by the Bereavement Team. How shocked and disappointed I was by the reality.[/FONT]
[FONT="]Following my initial call to the Bereavement Team in the first week of October to notify of my Father’s death, it became apparent that we needed to locate the deeds to my parents’ house, in order to determine whose name the property was in, and then proceed with applying for a Grant of Probate. Following a thorough search of my Father’s documents, and a call to my Solicitor, it emerged that the deeds were most likely still being held my Barclays, forming a legal charge and guarantee that was in place from the overdraft facility my Father had when operating as a Limited Company.[/FONT]
[FONT="]After being passed back and forth between the Bereavement Team and our local branches, who spoke with the securities team, I was told that Barclays did not hold the deeds. I challenged this, twice, as I did not believe this to be true. I asked them to look again. At this point I was dealing with the Local Business Manager at the West Swindon branch. She informed me that there was in fact no legal charge in place at all and advised that the business overdraft facility could not be paid off until Probate was obtained. Despite being the named Account Manager for my Father’s business, (as stated on the numerous letters sent to my Father demanding funds to be paid into the overdrawn business account) she was unable to offer clarification on the process for paying off the overdraft and closing the account, saying that nothing could be done without opening an Executor’s account, which in turn could not be done without first obtaining Probate. Which we could not do without securing the deeds. She stated that she really didn’t know anything about my Father’s personal affairs, as she was ‘just a name on the letter from the collections team.’ Nor did she seem to care. [/FONT]
[FONT="]Whatever happened to personal banking and supporting the individual needs of your small business customers? [/FONT]
[FONT="]By this point I was extremely stressed, and felt that I was getting nowhere. I called the Cirencester branch again, to try to clarify the situation regarding who held the deeds and whether there was indeed no legal charge, and reached another Business Account Manager. After some more to-ing and fro-ing, he was able to confirm that the securities team did indeed have the deeds to our house, and that there was in fact a legal charge still in place. However, this related to the previous Limited Company, and not the current Sole Trader business overdraft facility. He then began the process of liaison with the securities team for the release of the deeds. He also confirmed that we would not be able to close the business account without probate. [/FONT]
[FONT="]Some 4 weeks later, the deeds were finally released to our Solicitors. During this time, I had been in touch with the Bereavement Team several times, to check the status of the release of deeds and removal of the legal charge. However, in order to get through to my assigned contact each time, I had to go through the whole explanation again, which was quite frankly exhausting. The scripted responses I received were inappropriate and frustrating- in the end, I requested that the notes just be read from our CIS reference each time, so I did not have to keep going through the complexities of the situation. This should have been a given, instead of the rigmarole I had to go through every time.[/FONT]
[FONT="]This was a long, drawn out and painful process, and was the last thing that we needed to be dealing with whilst also arranging my Father’s funeral and grieving for him. It could have been, and should have been, made so much simpler. It was my understanding that that is indeed the very point of the Bereavement Team; to keep things as straightforward and simple for you as possible at this stressful and difficult time. Unfortunately this was not the experience of my family.[/FONT]
[FONT="]To my disgust, our troubles with Barclays did not end there.[/FONT]
[FONT="]In early December, my Mother received a letter dated 29th November 2012, addressed to my Father, demanding that money be paid into the overdrawn business account. This letter was once more signed by my Father's Account Manager, and sent from the Lending Support Team.
[/FONT]
[FONT="]I cannot tell you how distressing and upsetting it was for my Mother to receive a letter such as this at this time, a letter which should NEVER have been sent, had Barclays done as they should have. Following my initial call to the Bereavement Team, the account was frozen, so of course no money had been paid in, and ALL relevant departments should have been informed, including the lending team. [/FONT]
[FONT="]Around the same time, my Mother also received a courtesy call from Barclays, asking for my Father by name.[/FONT]
[FONT="]On Friday 30th November, I contacted the Bereavement Team, and spoke with, at last, a member of Barclays staff who was understanding, helpful, and finally managed to inspire some sort of confidence in her ability to manage my queries and complaint. She apologised for the letter and call my Mother had received, and promised to look into this and ensure it did not happen again. [/FONT]
[FONT="]The next bombshell came when I mentioned the situation regarding the overdraft facility, and how we had been told we could not pay it off and close it until Probate was obtained. She was surprised to hear this, and asked me who had told me that. I replied that several Barclays colleagues, including two branch Local Business Managers, had confirmed this to me. She was perplexed and went to double check with a manager. She then confirmed that in actual fact, we COULD pay off the overdraft and close the account without Probate, as it was in debit for less than £15,000. She then talked me through the process of how to go about doing this.[/FONT]
[FONT="]So, after 9 weeks of stress and anxiety, we are told that it was all completely unnecessary. One of the first things my Mother wanted to do was to pay off the overdraft to, and I quote, ‘get the bank off of our backs,’ and it now emerges that we could have done so, if only Barclays had given us the correct information at the correct time. I suggest you review the training of your Business Account Managers, as they clearly do not have the knowledge base their position demands.[/FONT]
[FONT="]A few days later, my Mother rang me in tears, having received yet another letter, dated 6th December 2012, again demanding money to be paid into the business overdraft facility, and threatening to take funds from our other personal accounts held with Barclays if this was not actioned. This letter was signed by the Senior Collections Manager.
[/FONT]
[FONT="]Words cannot describe my shock and disgust at this.[/FONT]
[FONT="]As the letter was received over a weekend, I told my Mother I would call the following Monday to address this appalling situation and sort it once and for all. [/FONT]
[FONT="]On the morning of 10th December 2012, I called the Bereavement Team again. I spoke with a member of staff named *****, who was abrupt, cold and clearly did not have the ability to show any kind of empathy or understanding. All he did was bleat textbook scripted responses at me, and was totally unhelpful. He was unable to offer me any valid explanation. He told me that the collections team were a separate department and nothing to do with Barclays, and that the Bereavement Team could not contact them on our behalf. I would strongly suggest that you listen to this recorded call, in order to understand my frustration at the way he handled the situation. If something has your name on it, then it IS your responsibility. Passing the buck is just not acceptable.[/FONT]
[FONT="]In the end, it became clear that the only way I could guarantee my Mother did not receive any more threatening and upsetting letters, was to call the Lending Support Team myself. He confirmed this. I asked for the telephone number for the lending team, and he said he did not have it and could not provide it for me. [/FONT]
[FONT="]I found the number myself, and called them immediately. They confirmed that they had been notified of my Father’s death on 10th October 2012, and that an administrative error must have caused the two letters to be sent. They stated that there was no reason why the Bereavement Team could not have called on our behalf to address the problem, as this is the usual procedure.[/FONT]
[FONT="]Unbelievable. [/FONT]
[FONT="]What is the point of the Bereavement Team and service if not to manage situations such as this and minimise the distress and upset of the bereaved family?[/FONT]
[FONT="]I understand this complaint has already been logged by a member of the personal banking team at the Cirencester Branch, and my Mother has since been contacted by telephone. However, I felt the need to also put our complaint into writing as this is by no means sufficient to even begin to undo the stress, anxiety and emotional turmoil that my Mother has experienced as a result of these events; stress which I might also add has had a significant impact on her physical and mental health.[/FONT]
[FONT="]It seems poignant to mention here that my Father died of Prostate Cancer, after a 7 year battle. For the last year, he has been extremely ill and bedridden, unable to work. During late April 2012, he was admitted to hospital for several days, and whilst there, was harassed by Barclays regarding his overdraft and a lack of funds paid into it. He explained the situation and where he was, and they asked if they could call back tomorrow, again demonstrating a complete lack of compassion.[/FONT]
[FONT="]The constant misinformation, lack of empathy, and inability to handle the situation with due care and sensitivity would be unacceptable under any circumstances, but coupled with the loss of my Father, Barclays have made an already terrible time even more difficult for us all to cope with. [/FONT]
[FONT="]Barclays Bank should be utterly ashamed of the way you treated my Father when he was still with us, and our family since. Yes, everyone has a job to do and a business to run, but there is absolutely no excuse for such a lack of humility and empathy. It is truly disgusting. [/FONT]
[FONT="]Unless you can offer my Mother a valid, detailed explanation and formal apology in writing for the shocking treatment she has received, please be assured that I will take our complaint to the Financial Ombudsman. I will also be publishing this account of our treatment on relevant consumer forums and websites, and will be writing to consumer watchdogs.[/FONT]
[FONT="]I trust you will take the time to consider the full detail of this complaint, and will show my Mother the consideration and respect that she deserves and has yet to receive from your institution.[/FONT][FONT="] I look forward to receiving your response." [/FONT]
0
Comments
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I am so sorry for the death of your father and cannot begin to understand what you must be feeling right now.
However, the tone of your letter is inappropriate (in spite of how upset you clearly are) and it is unclear what exactly you wish to achieve from posting it here. If you state this more explicitly then people here may be able to help you further.
Sadly, it seems that everybody has a story about a bank, and that for every story like this that exists about Barclays, there are probably just as many similar stories relating to other banks.
I wish you peace and happiness in 2013.0 -
I haven't read the letter, but the thread title got me.
I had a number of banks and institutions to ring last month when Mum died - Barclays were the ONLY one who got my back up and showed no compassion at all. My letter accompanying the death certificate was polite but firmly stating how appalingly the person on the end of the phone dealt with me.
Speaking to a colleague, she had the same experience from Barclays when informing them of her dad's death, no-one else.
I understand you're upset OP, but your letter is far too long. Make it concise, and maybe Barclays will find the points you raise quickly and know what to address.Who made hogs and dogs and frogs?
0 -
My sympathies for your loss Suze.
I haven't time to read the full details, but it does seem a complex estate.
Recently I admisistered the estate of my late Aunt which was very straightforward, about 13K held in a Barclays account. You would have thought that the interaction with Barclays would be very easy, but it wasn't. This is what happened...
1) I got a Grant of Representation from the Probate service (another long winded & inefficient Court service, but that is another story).
2) I presented it to Barclays & went to a meeting with one of their staff at my local branch, they took all the details (so I thought), I had with me my ID, the Grant of Representation & all other paperwork. Forms were filled out & I was told the estate money would be transferred to my account for distribution in accordance with the terms of the will in 5 working days..
3) 8 tdays later having heard nothing I tracked down Barclays berevement team phone number & called them. Aparently they hadn't been given all the information & said they had sent me a letter, clearly that wasn't going to arrive! I took a reference number.
4) I went to Barclays Main Branch (Coventry) and went through the paperwork again.. signed the additional form I should have been presented with initially (some sort of promise I would distribute the funds per the will). The representative I met this time (on a working day) phoned the Barclays Berevement Service and confirmed all the details this time.
5) Finally the transfer was made & I distributed the monies in full the next day (being reasonably efficient).
My lessons learned from this were
1) Barclays staff training and compedence varies and can be very poor.
2) The berevement service are inefficient and not very helpful, it is up to the claimant to make sure they chase everything up.0 -
Suze, you have my sympathies too. It's hard enough dealing with a bereavement without encountering what you have.
It will be no consolation, but a friend of mine had a similar experience with Barclay's in October when her Father died and a complaint is being dealt with.
My own similar experience isn't with a bank, but with my Dad's energy provider who has behaved very badly despite all accounts being up to date. It has been dealt with and I have had an apology, but I will never use their services in any property I live in.
These large corporations have no soul.0 -
My Husband was killed in a Hit and Run before Christmas. it's a criminal case and my solicitor has contacted Barclaycard several weeks ago, they have taken no notice and are constantly phoning me to ask to speak to my Husband. Each time, I have explained that they already must be aware of the situation as my solicitor has provided them with an interim death certificate etc but they still insist they must speak to my Husband. Perhaps they would like to see his PM results, or in hindsight I should have invited them to come along with me to identify his body on the day of the RTA.
I'm sorry if what I have said is upsetting to readers but Barclays are a total sham. Nationwide, however have been wonderful.
Barclays really should be named and shamed for their appalling treatment of bereaved relatives.0 -
I didn't find the tone of of the OP's letter inappropriate at all.
I had similar shoddy treatment from Barclays when I was I'll with colon cancer ( I was being hassled for late payment of a loan that was being covered by the insurance company owned by Barclays!) and my ex is now dealing with a similarly distressing complaint against Nat West.
I think the training of employees is simply not adequate any more. They are often covering a wide area of expertise and have too much required of them. Some just don't care.
OP I am sorry about your situation and that your poor mother had to deal with that.
Jelly_legs I am so very sorry for what has happened to your family . My positive thoughts and prayers are winging their way to you.Tomorrow is always fresh, with no mistakes in it!0 -
I've had a similar experience with my father, (died from Prostate cancer last year) and NAT WEST.
But as distressing as it must be, these are HUGE companies employing HUNDREDS of staff, with THOUSANDS of customers.
They HAVE to deal with scripts or they'd never give 2 people the same advice. They can't know each customer individually.
I shrugged it off. Life is WAY TOO SHORT to get so upset. They weren't being intentionally evil, just stupid. In the end, I smiled when I opened a letter addressed to my Dad.
I'm guessing that it's making OP feel better to be venting so angrily, but the only person it's upsetting is the OP. I hope they get the apology and peace of mind they want. I hope MORE that they'll be able to put it behind them sooner rather than later.0 -
I've had a similar experience with my father, (died from Prostate cancer last year) and NAT WEST.
But as distressing as it must be, these are HUGE companies employing HUNDREDS of staff, with THOUSANDS of customers.
They HAVE to deal with scripts or they'd never give 2 people the same advice. They can't know each customer individually.
Agreed, but they should also have the facility to put a little flag on the account saying "account holder deceased, executor is X". Then use a different script.
To be told someone is dead and then to call their relatives asking to speak to the deceased is out of order.0
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