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

UKSBD

That is all she received.

There are reference numbers at the top, but not account numbers.

It was only after receiving the 3rd one of those that we started investigating.

I got the impression the person on the helpline wasn't really supposed to give out as much info as she did (the balance) but she was quite helpful, just wouldn't/couldn't give us the account info though.

She actually said they would send a cheque and close the account.

We never received it after a few weeks, so phoned again and the person said they couldn't send the cheque as the account was now on hold (or similar).

Edit to add: It was very hard getting them to talk to us even, as they said, they shouldn't really talk to us if we don't know the account number,

Both times they were helpful but I got the impression their hands were tied as to what they could actually do.

UKSBD

eskbanker said:

 It would be unusual to change a non-ISA product to an ISA without explicit authorisation from the account holder

She possibly did authorise the change, it was over 10 years ago though, she has a job remembering what she did yesterday let alone 10 years ago 

UKSBD

Quick update on this.

I eventually found a way of contacting them which didn't require us knowing my wifes account number via their complaints system.

I explained that all we really needed was her account information so that we could reactivate the account and got an email this morning saying;

"I have reviewed your recent interactions with TSB and agree the level of service you received regarding your dormant account is below the level of which we expect for our customers, please accept my sincere apologies, and rest assured feedback has been passed accordingly."

They are going to send all the information we need in the post and have also paid £50 in to the account as an apology 

Hard finding the right department to contact, but happy with the response we got once in the right place.

marcia_

Well done with you perseverance