So angry at Barclays

Shelldean

This is more of a vent than anything else but I am so cross I need to get it off my chest.


OH Nan died March last year, she had various accounts in various banks.
And we didn't have details of them, so when liaising with the banks we asked each one for details of ALL her holdings with that bank.

Details for all were sent to us. We duly obtained Grant of probate, early July (took so long as we was gathering evidence of all accounts)

All acc duly closed and mom eye transferred to the executor account in an unrelated bank, to wait distribution. Which still hasn't happened due to DWP investigating...but that's another story.



So with probate obtained and provided almost a year ago and all accounts closed.
Imagine my shock to receive a letter today, addressed to the deceased telling her of changes to the terms and conditions of her account.


A quick call to Barclays, and it seems despite asking them for all accounts they failed to do so.
Had various excuses as to why this has happened, but the upshot is a letter needs to be sent with probate and they'll send us the details.


Absolutely disgusted with their shambles of a service, especially as this isn't the first error they've made during this process.

SeniorSam

Suggest you make a 'Formal Complaint' to the Bank Manager. If this does not prompt a suitable reply withn 14 days, send the complaint to the Banking Ombudsman, but let the bank know that you intend to do this.

The complaint should prompt a response from the complaints officer and require the bank to enter into a complaints procedure that they need to investigate.

Shelldean

SeniorSam wrote: »

Suggest you make a 'Formal Complaint' to the Bank Manager. If this does not prompt a suitable reply withn 14 days, send the complaint to the Banking Ombudsman, but let the bank know that you intend to do this.

The complaint should prompt a response from the complaints officer and require the bank to enter into a complaints procedure that they need to investigate.

Oh I intend to make a full formal complaint to then and I won't hesitate to take to the ombudsmen if need be.

I don't think it's branch manager as its mainly the bereavement team we've had issues with. Although staff in branch were about as much use a chocolate teapot. One of the reason we stopped going into branch and started doing everything via letter and the bereavement team. So we should be able to prove to them we asked for full disclosure and wasn't given it.

G6JNS

Shelldean wrote: »

Oh I intend to make a full formal complaint to then and I won't hesitate to take to the ombudsmen if need be.

I don't think it's branch manager as its mainly the bereavement team we've had issues with. Although staff in branch were about as much use a chocolate teapot. One of the reason we stopped going into branch and started doing everything via letter and the bereavement team. So we should be able to prove to them we asked for full disclosure and wasn't given it.

You need to exhaust the banks own complaints procedure before going to the Ombudsman.

konark

All acc duly closed and mom eye transferred to the executor account in an unrelated bank, to wait distribution. Which still hasn't happened due to DWP investigating...but that's another story.

....and probably a more interesting one!

Shelldean

G6JNS wrote: »

You need to exhaust the banks own complaints procedure before going to the Ombudsman.

Yes am aware of that, but I meant I have no qualms in taking it higher should the need arise

Shelldean

konark wrote: »

....and probably a more interesting one!

Not really, but it is taking a long long looooooooong time. And even more frustrating is during a call made to them last night they disclosed they was very close to wrapping everything up and this MAY delay that closure.

Now given we've been dealing with DWP since July and waiting for their investigation to be completed so we can distribute, I'll be even angrier, if Barclays delay that process.

Shelldean

Well hubby as executor called DWP last night to inform them of this latest turn of events. He was told last night that the investigation was almost complete (been on going since July) but the person he spoke to wasn't sure how this development would affect the calculations.


DWP called hubby at work today and the investigation has been suspended until we provide information regarding the account.

If the account is still active, then we have to request balance details for two specific dates -we did this in Feb for all accounts we was aware of, including four Barclays account. And yes Barclays delayed us sending this information to DWP, by sending the wrong info and having to be called again for the correct info.

So the estate remains in limbo until Barclays provides us with more information.

Barclays refused to discuss the account over the telephone, insisting on being sent a covering letter, death certificate and grant of probate. This was all done last yr. Death certificate was shown in March, probate in July. All done via their bereavement team, and it must've been ok as money for the four accounts we was aware of was transferred in August.


Wouldn't be so bad but we made a point of asking them to check for everything held by the deceased, due to her not keeping records and us discovering very early on that whilst we thought there was only one NS &I account there was three. So we asked all financial institutions for details on everything held, in case there was other accounts she held but we had no paperwork for and therefore no knowledge of. We even asked at those banks etc that we had no paperwork for......just in case.

Shelldean

Brief update.

Upon our return from holiday we had received the death cert and grant back. Also received a letter saying sorry for your loss, and gives us a value and that the shares will now be sold. (So it wasn't even an account it was shares!)
Third letter received states the complaint has been noted and they will respond by a certain date (can't recall date of top of my head)

OH will be calling the DWP tomorrow with the value and see if they will accept the letter we have as proof of the value. So hopefully we can get this ball rolling again and perhaps finally put the matter to bed!!!

SevenOfNine

Barclays were obliged to give me £200 & a grovelling apology after problems with them when my Aunt died.....& I let them off lightly. They don't seem to have learnt much unfortunately.

Shelldean

SevenOfNine wrote: »

Barclays were obliged to give me £200 & a grovelling apology after problems with them when my Aunt died.....& I let them off lightly. They don't seem to have learnt much unfortunately.

We've dealt with many banks/building societies during this probate.

And the only one to give any trouble at all has been Barclays.
They mucked up our appointment in branch, then the girl was so wet behind the ears I knew more than she did. Hence the reason we started dealing with the bereavement team ourselves (complete with paper trail)
They really pushed their simplify service, we did agree to a meeting as I was still reading up on the process at this point to see if I could do it. The reps change in attitude during the meeting when he realised we'd probably do it alone therefore not needing their services was nothing sort of astounding.

Not only has confidential information been given to me over the telephone, I've had letters sent to me. I am not executor and I've always clearly stated that I am not. My husband is executor, but as he works full time I do the research and paperwork. He checks what he's signing and I post it off.
No information should've been given to me, and certainly no letters sent addressed to me personally. The letter actually detailed all accounts and balances at date of death - well we thought it was all accounts at the time!!!!

But we let these matters go to aid the process and hopefully complete it sooner.


But this last one is the straw that's broken the camel's back.

Your story SevenofNine gives me hope but this problem is still causing us delays until DWP get their investigation restarted.


Can you explain the outline of what they did incorrectly in your case please?