Disabilty discrimination from Bank of Scotland

50Twuncle

born_again said:

>> What has happened to this forum - it has gone from a source of help to a nasty, back biting, points scoring, waste of time.....
I have a genuine problem with BOS - that is not a simple problem - the bank has MY funds in a locked account and won't even respond to tweets or any email - and the advice from the forum is to drive 20 miles to my nearest Lloyds bank with the vague hope that they can sort out the issue ?<<

Well if you don't like the advice, then walk away.
You have been offered solutions. 
Best is to call them. If you can't speak, then they offer the text call option. So use that. Is there no family member or support worker that can assist?

While Lloyds say that the branch can't help. What a helpful member of staff can do is mediate for you on the phone to BOS.

A locked account can be a P-I-A even for the able bodied to sort out. As there is no easy way. As you can understand. BOS have to be 100% sure you are the customer. Disabled or not. Even the FCA/FOS will back them on this matter. It is not a matter of discrimination, it is a security matter.

The bank does not have a text call service - they CLAIM to have one - but don't

They also say on their website that they have a webschat system - but, yet again - they don't

Sorry - but when anyone fills in a secure web message (after inputting their account number, sort code and registered email address) - and it says that they promise to reply within 5 days - it is not too much to expect a response ?

So far - I have been waiting 2 weeks since I did just that
https://www.halifax.co.uk/bos-forms/complain-online-form.asp

I simply filled in all of the boxes (inc phone number) and requested an account cancellation

Hasbeen

poppy12345 said:

I have nothing to apologise for and neither does Alice or anyone else for that matter.

You don't exactly help yourself. People have gone out of their way to try to help you and with that sort of attitude i'll be very surprised if they continue to give you any further help and advice.

Exactly. Looking at Ops posts there is certain amount of anti and aggression in there. Posters took time to try and give advice. Op obviously does not like or agree with any advice, not that it is important, but its shown by the number of posts he thanked?
So I am out, but hope op gets their problem fixed.
As previous
I had a problem with online account Lloyds, they advised me to go to nearest branch, there was none near, so they advised me to go in person to my closest branch of BOS with ID and relevant paperwork/documentation etc. They phoned up Lloyds on my behalf with their security ID and they fixed the problem. Going in person is the key.

poppy12345

Yawn, here we go again.... 7 pages and counting...

born_again

>>I simply filled in all of the boxes (inc phone number) and requested an account cancellation<<

As I have said. If you are locked out of your account, then they will not do anything till you can prove who you are.

>>You can write to us at the following address: Bank of Scotland, PO Box 23581, Edinburgh, EH1 1WH. For security reasons we cannot respond to any queries about Internet Banking by post. If you need help with Internet Banking, our Internet Banking Help section aims to answer your questions. Please call us on 0345 602 0000 if you have an account specific enquiry. <<


To give you a example.
If one of our customers locks themselves out of the account by getting security wrong, either by phone or internet. Then we can not even call or text them. The only contact we can make is via post asking the customer to go to branch with proof of ID to unlock the account.
No amount of complaining will get it unlocked without proof of ID.

50Twuncle

poppy12345 said:

Yawn, here we go again.... 7 pages and counting...

Maybe you should stop posting them ?

teddysmum

Could you not use the sign language service which requires using a video cam. ? You could communicate by showing them your written comments via your camera.

50Twuncle

teddysmum said:

Could you not use the sign language service which requires using a video cam. ? You could communicate by showing them your written comments via your camera.

Possibly yes thanks
But how would they know who I am ?
That seems to be the problem
How does anyone using sign language prove ID?

Spoonie_Turtle

50Twuncle said:

teddysmum said:

Could you not use the sign language service which requires using a video cam. ? You could communicate by showing them your written comments via your camera.

Possibly yes thanks
But how would they know who I am ?
That seems to be the problem
How does anyone using sign language prove ID?

Maybe show them the same documents you would have to take to prove ID in person, as long as your webcam quality is good enough.

EDIT unless you're talking about a relay service, in which case that wouldn't work, but surely then they would just ask the same security questions as they would a hearing + speaking person.

born_again

50Twuncle said:

teddysmum said:

Could you not use the sign language service which requires using a video cam. ? You could communicate by showing them your written comments via your camera.

Possibly yes thanks
But how would they know who I am ?
That seems to be the problem
How does anyone using sign language prove ID?

Give it a try and find out....

Then let us know.

50Twuncle

born_again said:

50Twuncle said:

teddysmum said:

Could you not use the sign language service which requires using a video cam. ? You could communicate by showing them your written comments via your camera.

Possibly yes thanks
But how would they know who I am ?
That seems to be the problem
How does anyone using sign language prove ID?

Give it a try and find out....

Then let us know.

I will do - Monday appears best.,