help needed with bank

bris

Another sceptic here, if they went to the bank, which they say they have, then they would do everything in their power to help, including the obvious like reporting the card lost and having another issued.


Either a troll or were not getting the real story.

LilElvis

g3nie wrote: »

Question waS asked because mother has moved and needed to change her address, she used the bank card she had in her purse but turns out she had reported the card lost/stolen several months previously and never collected the replacement card from her branch. This replacement card had then been returned. She had forgotten she had done this. As she was known in her local branch she was able to withdraw over the counter. It is too far to travel there now she has moved. She also has some memory problems which complicates matters when dealing with other people. We did order a new card eventually, collected it from branch, waited for new pin no, when pin no arrived to authorise thi card, she has hidden the card for safety and now cannot find it. She then destroyed the pin cos she didnt have a card.
Yes we asked the bank about id, as its a new branch they want passport or driving license. She wont use a phone or go out alone, as she gets confused when dealing with strangers.
I didnt want to go into so much detail originally, i was only looking for a little help which i thought this forum was for, but as my integrity seems to be in question, i have given more detail. She cannot give poa as she has a dementia diagnosis.
Thank you to the people who have tried to help.

Your "integrity" wasn't called into question, only the fact that you were unlikely to have provided the full details. What you have now posted proves that SnowTiger's assumption was correct. Make an appointment with the branch manager, and go with her, to discuss this. It isn't an uncommon scenario for someone to not have photo id.

AJXX

You could also try calling their customer services line and explaining the situation.

Just call and be very nice to the person who answers, ask if before they start asking for info you can explain whats happened and that you're just looking for some help.

They might not be able to do anything over the phone. However I find that going about it this way the call centre rep knows the policy/procedure inside out and will offer suggestions as to what you can do.

Not all customer service/call centres provide bad service (people seem to have that mentality). If you're nice, explain what you need, ask for help they will usually go out of their way for you.

Armorica

frugal_mike wrote: »

Online banking will almost certainly require the debit card itself for anything that would involve moving money out of the account. You need to put the card in the little chip-and-ping card readers with the cryptographic content inside, enter the card pin, and do the challenge-response authentication to prove you are the account holder.

It depends on the bank - not all require the debit card.

If she has dementia it's not going to get any easier. Mention this to the bank and they should be more sympathetic.

She needs to change to a CHIP and signature card (I assume she's unlikely to remember a PIN and will keep it written down somewhere else which is a security risk).

It's too late for her to provide a power of attorney. But you need to look into getting equivalent rights through applying to the Court of Protection.

Getting disproportionately defensive/closed with the bank and posters here is unlikely to help.

soolin

Just a point as well, when I got a replacement card my PIN didn't change.

Something isn't right here.

OP, if your mother has serious dementia issues then you need to be really on board with helping. My Dad had problems, I got what was then A power of attorney, had everything routed through me so that I could physically take things down for Dad and help him manage.

gettingtheresometime

g3nie wrote: »

I am not sure if this is the correct place but i have a question.
My mother who is 80, has mislaid her debit card. she has no id such as a driving license or passport, only her bus pass with a photo on. She cannot get any money out of her account because she dosent have the official id requested and they say as its a chip and pin account she needs her bank card to do anything with her account. We tried to set her up with online banking so she could transfer some cash into another account but she needs her bank card number for that as well. She cannot open another bank account as she dosent have the id required, so we go round in circles and not getting anywhere. We have held out for over a month now hoping that she finds her debit card, which is in her home somewhere, but things are getting pretty desperate now as i cannot afford to fund her day to day living indefinately. Does anyone know how we can get around this problem?
Thanks

Wouldn't it have been quicker to get a replacement card?

sheramber

I have never collected a new card from the bank. It is sent through the post with the PIN being sent separately.

She doesn't need to open a new account because she has moved. We have moved 7 times over the last 40odd years but still have our account with the firsr bank. We have moved from Scotland to England and back again
without problem as there is a branch of the same bank or a sister bank available.

Our current address is 200 miles from our bank but we use the local branch for all transactions, icluding withdrawing cash from the teller.

meer53

You can still get a POA even for someone who is mentally incapable. You need to see a solicitor. Otherwise no-one will be able to help her manage her own money.