A&L refusing to give mum her money - pls advise

cobbingstones

Hi all

My old mum lost her bank card yesterday and went into her nearest branch to access some money. The customer service person would not give her any even though she produced her passport, she was told to go to the allocated phone in the branch and speak to someone fro the call centre! She does not have a phone PIN so couldn't proceed. They where very unhelpful and she is now at home without food( I live miles away) due to this. :mad:

I am going to see her tomorrow to try and sort this out.

Any advice on how long she will need to wait for another card? Or could they give her some from the branch with ID?

TIA

MM

Fedz

Report the card lost/stolen and get another one on it's way.

Goto the branch and tell the bank tellerthe above and ask if she can withdraw some money from her account by giving her account number/sort code, name, address, DOB, balance and some of the latest transactions (dates/amounts), along with the passport.

If the teller refuses ask to speak to a supervisor. If no joy ask to speak to the manager and go higher and higher but, remain calm and polite throughout (you get your way more this way)

Cards usually take 5-10 days to come through - usually sooner rather than later and yes banks can give money from the account holder without card as long as you can show you are the genuine account holder, hence the info at the ready as above

Mikeyorks

madsmum wrote: »

Or could they give her some from the branch with ID?

Yes they can do that. And the passport she produced is the normal ID required for this sort of circumstance.

Pretty pathetic performance from them. Go straight for a manager tomorrow and make it quietly clear you will be lodging a formal complaint ... and they can mitigate that by facilitating access to reasonable sums of cash until the replacement card is received.

But do ensure the lost card is 'stopped' ..... and that they print off a Statement for your Mum to check in front of them ... just to make sure someone hasn't managed to use the lost card.

cobbingstones

Thank you both so much

MM x

KTF

If you dont know the phone pin you will eventually drop through to the call centre and they will ask you some questions about the account to verify the identity instead.

olly300

Mikeyorks wrote: »

Pretty pathetic performance from them. Go straight for a manager tomorrow and make it quietly clear you will be lodging a formal complaint ... and they can mitigate that by facilitating access to reasonable sums of cash until the replacement card is received.
.

And please lodge a formal complaint naming all those involved who where/are unhelpful. (Just write their names down in front of them.)

You can actually take a complaint like this all the way to the Financial Ombudsman which A&L should know.

I had a issue with the Nationwide not allowing me access to one of my acounts and they fell over backwards once I named the manager involved.

LittleVoice

KTF wrote: »

If you dont know the phone pin you will eventually drop through to the call centre and they will ask you some questions about the account to verify the identity instead.

Well, they might do that but when I was in that situation (fortunately using A&L's phone line not my own), all they then did was to say they could now send me the PIN and I would have to wait for that to come in the post. Perhaps things have changed in the last couple of months.

Oh, and when I said I was in a branch, the person on the phone spoke to a branch staff member to get the query answered. Unfortunately when they were no longer on the phone, the branch staff member also could not get any further in the system!

cobbingstones

Everything now sorted out. Lots of humble apologies from A&L.

Thanks again
MM

Fedz

Fantastic! Pleased it's resolved

Thanks for the feedback