Unfreezing account

Explorerdora

A vulnerable relative has had their bank account frozen for the last 2 months, we have been helping out with groceries. This was due to suspicious activity on the account. It was referred to NCA Fraud but they sent a letter to the relative 2 weeks ago saying the investigation was done and no further action was to be taken. However the account remains frozen. Anyone know how long the bank can keep the account frozen after the investigation has been deemed completed or do they have to unfreeze it within a certain timeframe? The bank just keep saying they can't do anything until the manager tells them.

eskbanker

Has that last sentence stemmed from conversations in branch?  Has there been any phone dialogue with the bank's central fraud team?  Has there been any written correspondence from the bank?

The bank will have a formal complaints process, which will perhaps be worth triggering if nothing is happening two weeks on from conclusion of the NCA investigation....

colsten

Has the relative raised a formal complaint with the bank?

Has the relative opened an alternative bank account into which their income gets paid? 

What is the source of the relative's income? Employment? Self employment? Benefits? Other?

Explorerdora

Nothing in writing from bank. Income is pension. They have allowed a withdrawal of £200 due to relative being vulnerable and housebound but only after being told we would be taking things further if nothing was happening. All interaction is via phone as relative is housebound and no branch in the town, nearest is 45 minutes drive away, and they won't give the fraud teams nor the mangers number to us. We are going to open an account with another bank and get all payments in and out transferred but it made awkward as the relative cannot go into a branch to prove ID. I've just got involved with all this now as someone else hs been dealing with it so hopefully I will talk with them later this week and go down the complaints and/ombudsman route.

colsten

May be a First Direct account could be the answer for your relative, as they are the original telephone bank. Unfortunately, they are a bit choosey which customers they accept, but I think it would be worth applying.

I have seen various posts saying the bank should allow withdrawal of all benefit money as it comes into the account. State pension is a benefit payment, so it might be worth pressing them on this. 

BTW, which bank are we talking about?

Explorerdora

Barclays. I know there are other options which I think would solve the issues but the relative is also a very stubborn person who is not seeing the benefits of those. All they are seeing is that they can't get their money and not the alternatives available.

colsten

It's invariably Barclays or Natwest that regularly lock / close people's accounts. I don't envy you if your relative is not co-operating if you want to help. If they aren't willing to look into alternatives, they'll have to wait until Barclays have made their decision - -  which might well be to close the account (which is their right under the T&Cs). Why does your relative want to stay with a bank who denied them access to their money for fraud that they have not committed? Good luck, anyway.