Nightmare with Santander!

spaulding82

getmore4less-
Yep they did inform me of that. The money that was paid, was money that was in FIL bank account when he passed away. His solicitor had advised him to pay all of FIL debts (credit cards,utilities and etc) with that money. Since my husband is administrator he wants to pay all of the debts that FIL had with the money FIL had in his current account, so no one can accuse my husband of not doing what he is suppose to be doing as administrator.

Ivor_Kemp

My father died on 24th June 2014 and my mother survived him. They held both a Joint Santander Cheque Account and Interest Saver Account.

I wanted to change the names of each Joint Account into Single Accounts bearing only my mother’s name.

My mother is in a Nursing Home, is totally immobile, and cannot leave the Home.

After my father’s death I contacted Santander’s Bereavement Department by telephone as well as downloading their Bereavement
Guide which is available from their website.

They made an appointment for me with the Broadstone, Dorset branch (9.30 am 21/06/14) in order to change the accounts as
above.

I checked very thoroughly with their Bereavement Department on the telephone and their Guide as to what I needed to take with me to this
appointment and ensured that my mother would be able to operate the account online after the changes were made. I was categorically told that any pin numbers and customer numbers would remain the same and the only thing that would be changed would be the
name on the account.

At the Branch appointment I was immediately told I could not make the name change without Probate! I had a copy of the Will (naming me as a Trustee) and the original Death Certificate as well as correct
forms of my identification – all as specified by the Bereavement Department. However, the Bank Representative told me that these did not conform with her instructions (or on a blank form that she had on her desk). She left me in the meeting room for ten minutes while she consulted with her Manager. She returned and told me that her Manager had agreed with her and there was nothing they
could do. I suggested she called the Bereavement Department herself and seek clarification. She did so and received the same information as me and said we could now proceed stating “well we learn something every day”!

She checked my documents and said she would alter the account as required. I double checked with her that no security
information for Online Banking would either be altered or deleted and stressed the importance of this given my mother’s condition and she assured me that the only change would be to the account name. I told her my mother wanted to cancel some Standing Orders and
she told me I could do this myself when I got home.

An hour later my mother and I attempted to log in into the account as usual on a Laptop on her bed! We received a message that access was blocked and that we should contact Santander.

I telephoned the Bank Representative I had just seen, who didn’t understand why this should be happening. She said she would get someone to call me from the Branch.

I received a call from the Broadstone Branch ‘explaining’ that, because the online security pin and customer number were registered in my father’s name, they had been deleted. I asked why this had not been explained to me before and was told it was because they didn’t know at the time! It was suggested that my mother came into the branch to secure new security codes which I reiterated was impossible. I was then asked whether I had my mother’s Cash Point card and pin number. When I said I had, it was suggested I could use that to continue banking! I told the representative that I was sure this was not legal and would not conform to Santander’s Banking Agreement. I did not receive a reply!
I was then told there was nothing I could do without Lasting Power of Attorney (Financial) over my mother’s affairs. This was the first time LPOA had ever been mentioned. I do not have this! The Office
of the Public Guardian tell me this will take a minimum of 14 weeks to obtain and then Santander will require a further 10 days once they have received the Registered document.

I telephoned the Bereavement Department, who did understand my frustration at a very stressful time, and made further suggestions that my mother could compose a signed letter to Santander asking
for these changes. Once again I explained my mother’s condition and told them that this was not possible. I suggested that, given they had the registered address of my parents, which I oversee and collect post from, and that I had proved (to their requirements) my identity as a Trustee of both my father’s and mother’s Will, that Santander either send new numbers to their registered home address or even send something there for my mother to sign and return. None of this was deemed possible.

I have registered a verbal complaint with Santander and a representative promised to call me the next day. No phone call
was made. I telephoned Complaints again this morning who, while having notes on the issues, told me that my complaint had been
registered with the wrong department, but this had now been altered and I would receive a courtesy call this afternoon. He apologised. No courtesy call was made.

Summary

My mother does not have any feasible access to her Bank Account despite being assured that she would have.

There are payments connected with my father’s death that need to be paid which we are unable to make.

We are unable to check that transactions that should now have been cancelled as a result of my father’s death have been.

There are Standing Orders (as discussed with Santander Branch) that my mother wants cancelled that we are now unable to affect.

I have continually been misinformed by Santander staff many of whom do not seem to understand their own procedures.

All my reasonable suggestions to rectify this situation have been rejected by Santander.

I have been subject to considerable stress at the time of losing my father. I have to repeat again and again the circumstances of my mother which hurts me each time.

I have conversations with some Santander staff that suggest that either they do not understand Bereavement or they do not care!

PennyForThem_2

Complain in writing - succint with facts and state why and what you expect. Complain by post - not email, not phone, not webform.

You may get some compensation but best of all it is counted in their complaints numbers that go to Ombudsman.

If you want to save postage try popping letter into a branch and asking them to send on or to fax - with a receipt of course.