Outrageous behaviour from Barclays, stolen chequebook

redux

My mother doesn't do internet, or phone banking either. One bank is four miles away, and so is another. She goes into town once a week anyway. Free bus pass.

If the person you're talking to has difficulty getting around, or the bus routes aren't so good, maybe telephone banking is something to consider.

Make another attempt to resolve this by phone or visit, perhaps including a complaint, but don't just stubbornly abandon it in an ambiguous position on the grounds it's too much like making an effort.

NotRichAtAll

Could someone do me a favour, phone santander for me and cancel my cheque book i think its been stolen, i have no idea who has stole it and i cannot be bothered to report it to the police.

thanks

Paul_1977

Report a stolen chequebook which might not be stolen, what a good use of police time.

The woman is elderly, she is old fashioned and gets stressed when dealing with the police.

She does not want to bother people, its ok us modern types thinking as you do, but they are from a different world.

colsten

Paul_1977 wrote: »

An elderly relative has had her chequebook stolen

Paul_1977 wrote: »

Report a stolen chequebook which might not be stolen, what a good use of police time.

Amazing thread.

nwc389

Paul_1977 wrote: »

Report a stolen chequebook which might not be stolen, what a good use of police time.

The woman is elderly, she is old fashioned and gets stressed when dealing with the police.

She does not want to bother people, its ok us modern types thinking as you do, but they are from a different world.

Paul I understand , I have previously had to help an elderly relative with things that should have been simple to sort out but became unneccessarily complicated when having to put a hard of hearing 80 year old on the phone to speak to someone !
I also worked in a bank branch and dealt with elderly customers , harassed family of elderly customers and the aftermath of any customer who had had a poor experience with our telephone banking ( and the last one happened all the time by the way )
I hope you get sorted , the suggestion of the power of attorney is well worth considering as many of the families I dealt with were taken unawares when elderly relatives became unable to deal with their accounts .
The other suggestion of a letter is a good one too .
Good luck

meer53

Paul_1977 wrote: »

An elderly relative has had her chequebook stolen,

So we have rung up Barclays to have the book stopped, they say we must go to a branch four miles away which is closed.

Why can't they stop it over the phone???????

Shocking.

Why don't you take her to the branch ? Thats what i would do.

DCFC79

NotRichAtAll wrote: »

Could someone do me a favour, phone santander for me and cancel my cheque book i think its been stolen, i have no idea who has stole it and i cannot be bothered to report it to the police.

thanks

What a lazy so and so, go and phone Santander yourself.

TheBanker

NotRichAtAll wrote: »

Could someone do me a favour, phone santander for me and cancel my cheque book i think its been stolen, i have no idea who has stole it and i cannot be bothered to report it to the police.

Done! I also cancelled your cards, all your Direct Debits and your Internet Banking passwords, just to be on the safe side

Going back to the original subject - a bank should be able to cancel a chequebook over the phone if they can complete security with the caller. I think there are two potential reasons why this lady was referred to the branch:
1) There was some confusion about what had happened/what she was trying to do and the operator thought this would be best resolved face to face.
2) The operator didn't know their job.

Now in my time I've listened to enough complaint calls to know that either is possible, but 1 is more likely than 2.

I would have expected the bank to ask the details of the last few cheques the customer had issued and if she couldn't supply these perhaps that was why she was sent to the branch? Sometimes, it is difficult to deal with confused people over the phone and much easier face to face.

mgdavid

TheBanker wrote: »

....... I think there are two potential reasons why this lady was referred to the branch:
1) There was some confusion about what had happened/what she was trying to do and the operator thought this would be best resolved face to face.
2) The operator didn't know their job.
.........

presumably you've not read the thread as neither is correct. With Barclays you can only do this by phone if you are already registered for telephone banking (see post #28) and the elderly lady isn't.

GingerFurball_2

meer53 wrote: »

Why don't you take her to the branch ? Thats what i would do.

Because some people are more interested in creating a drama instead of helping their family.