How to contact TSB about an account if you don't know account number?

UKSBD

Does anyone know of a way of contacting TSB if you don't know your account number?

Bit of background 1st.
Wife had a C&G account which was converted to TSB in early to mid 2000's.

She has her original C&G account number but has never known her new TSB account number.

She has received a few letters from TSB over the years, the last a few months ago, but these never include her account number.

She hasn't got access to the account and when trying to get help on the helpline they wont help her as she doesn't know her account number.

We've tried numeros different forms on the TSB website, but none of them submit without including an account number.

To complicate things further, she has mental health issues, is agorophic and can't visit a branch.

Anyone have any idea of where we go from here?

Ed-1

The easiest way to find it would be to take photo ID into a branch.

If that isn't practical, you could request all information the bank hold about her through a Data Subject Access Request. This will reveal the account number amongst a whole host of historical notes and data on her as a customer.

UKSBD

Ed-1 said:

The easiest way to find it would be to take photo ID into a branch.

If that isn't practical, you could request all information the bank hold about her through a Data Subject Access Request. This will reveal the account number amongst a whole host of historical notes and data on her as a customer.

Thanks,

We had similar with her HSBC account and that took me at least 3 visits to a branch before we got it sorted and was eventually resolved with a facetime (or similar) meeting, with me in the branch and the branch manager facetiming my wife.

Our nearest TSB Branch is over 20 miles away and I forsee it taking at least 2 or 3 visits again, might be the only option though.

Having looked at their subject access forms - https://tsbbank.eu1.adobesign.com/public/esignWidget?wid=CBFCIBAA3AAABLblqZhCNQD08T-tM6uwFIvUcBsWVi_d2y5JTZ0F-ONIbnkejVL5sxhedNzkKJsPDEpHp6OQ* 

They ask for account numbers too, we will fill it in though and see what happens

Thanks again.

eskbanker

They support DSARs by post, so can't mandate account numbers via that channel, although if the account was last accessed over 20 years ago it'll presumably long since be dormant anyway (was that mentioned in letters?):

You can write to us at:
TSB Bank plc, Data Rights Team, Ingenuity House, Elmdon Trading Estate, Bickenhill Lane, Birmingham, B37 7HQ

https://www.tsb.co.uk/help-and-support/privacy.html

marcia_

 You can also use this service. I used it to gain access to my late mothers Halifax account. I knew she banked with them but no clue of the details. 

https://www.mylostaccount.org.uk/

UKSBD

eskbanker said:

They support DSARs by post, so can't mandate account numbers via that channel, although if the account was last accessed over 20 years ago it'll presumably long since be dormant anyway (was that mentioned in letters?):

You can write to us at:
TSB Bank plc, Data Rights Team, Ingenuity House, Elmdon Trading Estate, Bickenhill Lane, Birmingham, B37 7HQ

https://www.tsb.co.uk/help-and-support/privacy.html

It is an ISA so no real need to access it.

We changed address in 2019 and have a letter confirming it, also have 2 or 3 letters from last year and this year informing her about interest rate changes, but no statements or annual interest information.

We know the account is still there as the telephone support member confirmed what was in there and that it was on hold due to inactivity.

We've sent in a access request now so will see what happens

UKSBD

marcia_ said:

 You can also use this service. I used it to gain access to my late mothers Halifax account. I knew she banked with them but no clue of the details. 

https://www.mylostaccount.org.uk/

Thanks,

we used that previously, entered her original Cheltenham & Gloucester account number but they couldn't find anything.

We know where the account is now, know the balance, know it is on hold (or something similar) but they won't let her know what the sort code or account number is.

eskbanker

UKSBD said:

eskbanker said:

They support DSARs by post, so can't mandate account numbers via that channel, although if the account was last accessed over 20 years ago it'll presumably long since be dormant anyway (was that mentioned in letters?):

You can write to us at:
TSB Bank plc, Data Rights Team, Ingenuity House, Elmdon Trading Estate, Bickenhill Lane, Birmingham, B37 7HQ

https://www.tsb.co.uk/help-and-support/privacy.html

It is an ISA so no real need to access it.

We changed address in 2019 and have a letter confirming it, also have 2 or 3 letters from last year and this year informing her about interest rate changes, but no statements or annual interest information.

We know the account is still there as the telephone support member confirmed what was in there and that it was on hold due to inactivity.

We've sent in a access request now so will see what happens

Oh right, I assumed from the thread being on the bank account board (rather than the savings one) that it was a current account, but if an ISA has been left untouched for decades, I daren't think how uncompetitive the interest rate now is, or have TSB been keeping it reasonable?

sausage_time

@UKSBD I moved this to "ISAs & tax-free savings" board.

UKSBD

eskbanker said:

UKSBD said:

eskbanker said:

They support DSARs by post, so can't mandate account numbers via that channel, although if the account was last accessed over 20 years ago it'll presumably long since be dormant anyway (was that mentioned in letters?):

You can write to us at:
TSB Bank plc, Data Rights Team, Ingenuity House, Elmdon Trading Estate, Bickenhill Lane, Birmingham, B37 7HQ

https://www.tsb.co.uk/help-and-support/privacy.html

It is an ISA so no real need to access it.

We changed address in 2019 and have a letter confirming it, also have 2 or 3 letters from last year and this year informing her about interest rate changes, but no statements or annual interest information.

We know the account is still there as the telephone support member confirmed what was in there and that it was on hold due to inactivity.

We've sent in a access request now so will see what happens

Oh right, I assumed from the thread being on the bank account board (rather than the savings one) that it was a current account, but if an ISA has been left untouched for decades, I daren't think how uncompetitive the interest rate now is, or have TSB been keeping it reasonable?

After looking in to it more I'm not sure whether it is an ISA or not.
It was opened in 1997 (before ISA'S) and was originally a C & G Instant Transfer.

She thinks (but not sure) that it was changed to an ISA when TSB took over in about 2013.

We obviously wrote to inform them of a change of address in 2019 (but can't remember) and then heard no more about it until she started getting letters about changes they were making to the account late last year.

She didn't even know what the letters were about, had completely forgotten the account and it was only after getting a 3rd letter about interest rates a couple of months ago that we contacted them to discover she had just under £2,000 and it was then that I traced it back to the C& G account.

A nice surprise, but no good if she can't access it.

eskbanker

UKSBD said:
After looking in to it more I'm not sure whether it is an ISA or not.

It was opened in 1997 (before ISA'S) and was originally a C & G Instant Transfer.

She thinks (but not sure) that it was changed to an ISA when TSB took over in about 2013.

We obviously wrote to inform them of a change of address in 2019 (but can't remember) and then heard no more about it until she started getting letters about changes they were making to the account late last year.

She didn't even know what the letters were about, had completely forgotten the account and it was only after getting a 3rd letter about interest rates a couple of months ago that we contacted them to discover she had just under £2,000 and it was then that I traced it back to the C& G account.

A nice surprise, but no good if she can't access it.

I don't understand how a bank can tell you the balance and interest rate of an account without identifying the product name?  It would be unusual to change a non-ISA product to an ISA without explicit authorisation from the account holder, but hopefully all will become clearer when they respond to the SAR....