Think Money have locked our account So can't access our money advice needed

[Deleted User]

I wonder if anyone has been in a similar situation and can give me some advice.

Myself and my husband have a think Money joint account. We set it up many years ago and have never had a problem until recently.

Beginning of last week we received new bank cards. Activated them and then tried to use them but neither would work.

Tried old cards but they are not working either so were definitely cancelled when new cards activated.

Phoned think money, it took for ever to get through, the person I spoke to was not very helpful and just said they did not know why they were not working and that they could see no problems there end.

Eventually they agreed to send out replacement cards which we still haven't received.

Last Thursday my husband was paid. I tried to log in to online banking to check he had been paid and wanted to transfer some money to another account as cards were not working. But could not log in.

When I tried to log in I was greeted with a message saying account was locked and to ring them.

I tried ringing them on Thursday but could not get through. Each time I tried I would end up on hold for up to 1 hour and then would be disconnected.

On Friday morning my husband phoned them as I had to go to doctors. After 1 hour he finally managed to get through but they refused to speak to him and said they would only speak to me. Despite it being a joint account in mine and my husbands name.

I tried to phone numerous times when I got home but just couldn't get through.

They are closed at weekend, so could not phone over weekend.

We had to go all weekend with no money, we could not even buy food to feed our children.

Rang them Monday and again just kept being put in a queue on hold and kept being disconnected after a while. The one time I did get through, I explained everything then call was disconnected again mid call.

Tried again Tuesday, but again could not get through. Decided to try the call back option but no one ever called me back.

Tried again today finally got through and spoke to someone just to be told they don't know why account is locked and can't help. Then hung up on me.

We still can't access our money and don't know what to do. We have no idea why account is locked, we have done nothing wrong, just wages paid in and some bills paid with this account.

Can they just lock you account and take your money. Is there any way we can get access to our money. We really need the money.

I have looked on there website and it says if account is locked you can unlock it via app. But when go to app, log in I get no option to unlock account it just says account is locked and I need to phone.

Out of desperation I tried emailing Think money and sent them a message via Facebook. Got a response via Facebook, just told could not help, need to phone. (Which is what I expected)

Right now we can't access online banking, bank cards don't work and can't even do phone banking to even just check balance as that's blocked too.

Any one got any suggestions as to what my next step should be. All we want is our money then will be closing this terrible bank account.

Any suggestions much appreciated

Thanks in advance

grumbler

Their AML 'detectives' are at work, and they like relaxing and dragging their feet for ages - they don't have any reason to rush. Meanwhile their CS are supposed to give you run-around. Don't waste your time and start a  formal complaint. Demand access at least to your salary credited recently. And, FGS, try opening another account and stop keeping all your money in one place. AML paranoia epidemic is spreading.

[Deleted User]

Thanks for your reply. I will be closing this account as soon as possible once we have money. And will set up a joint account some where else.

Regarding your comment about not keeping all money in one account. I do have another account my self at another bank and normally move and keep some money in there, but it been difficult the last few months.

Back in march my husband had a serious accident at work, ended up in hospital, had to have several surgeries and has taken along time to recover. In that time he obviously could not work. He didn't get any pay so we were living on savings we had in other account and statutory sick pay which is nothing.

So drained most of money in other account, He finally went back work part time a few weeks ago and this was his first pay. And this happens.

Moving forward I will make sure not to keep all money in one account.

How do I go about making a complaint to bank?

grumbler

[Deleted User] said:

How do I go about making a complaint to bank?

https://www.thinkmoney.co.uk/help-support/my-account/how-do-i-make-a-complaint/

[Deleted User]

Thanks don't know how I missed that on website. I'm not well so guess I wasn't paying attention properly when looked at website. I'll write a letter of complaint 

retiredbanker1

[Deleted User] said:

Thanks for your reply. I will be closing this account as soon as possible once we have money. And will set up a joint account some where else.

Open the new account now - then you will know if you will have any problems ongoing such as a CIFAS marker against you.

[Deleted User]

We went and opened a new account yesterday at another bank and had no problems opening new account. 

Still have no access to our money. I just don't know what to do, we are worried sick and can't sleep. All we want is access to our money.

I remembered bank account was added to my PayPal account so out of desperation earlier in week I tried to see if I could add some  money from think money account by bank transfer but think money blocked transfer and refused it. So that's not a option either.

We received a bank statement yesterday in post and it shows my husband's wages did come in on 28th July, so we know he has been paid atleast. So his wages are sitting there but we are unable to access them.

I wrote a letter of complaint and emailed it yesterday morning. And put a copy in post. No response to email yet. 

Any other suggestions. Apart from waiting for them to respond to complaint if they respond.

I have been trying to ring them again all morning but have not been able to get through. 

TojoRalph

Do you have an update? Has your account been unfrozen? Do you have access to your funds? Have you had a response to your complaint? Thanks.