Halifax suspended account.

My father has terminal leukaemia and has chosen to come home. Apart from pain management all treatment has stopped and it is purely palliative care.

He wanted to transfer around £1700 (leaving £1 in) from his Halifax savings account to his Natwest current account so he can sort out his affairs and give some money to his family "with a warm hand" as the saying goes because he thought this would be easier.

He went online and couldn't remember the passwords so reset them easily enough and started the transfer. On the final page it stated it was pending and to call their what we now know was the fraud number.

Being 83 he couldn't remember half the things they asked and so they have suspended the account as they weren't satisfied he was genuine. They advised he could go into the local branch with ID and it would be released. He told them he was bed-ridden and on oxygen and she said "how can you be making this call then" Clearly she has no understanding of nasal oxygen delivery (6ml rate so not a small amount either!). She said there was nothing she could do. I asked for solutions and eventually she said it may be possible for a home visit to verify id. I had to keep on at her saying there must be a solution for this sort of situation as she wasn't going to even tell me that.

I went to my local branch to see if they would do a home visit under the circumstances and they were great and the Manager was happy to, subject to director approval. I received a call later that day to say approval wasn't granted. The decision was made by the Directors and security team. I asked them what I could do and they said as far as Halifax were concerned, unless my father can go to the branch in with I.D. then there is nothing. The account will remain blocked.

I have lodged a formal complaint but heard nothing. It has only been a week but my Dad is distraught. He wants everything finalised and in order. The day it happened he needed medication as he got so upset by it.

I understand the fraud side of things and it is actually reassuring. (although no need for the snotty comment they made). The issue is that they have my fathers money and he has no means of getting it. Halifax just refuse a home visit. I asked for other ways to resolve it and they said sorry, there is nothing they can do. I even suggested a doctors letter to re-enforce his inability to attend physically. It all fell on deaf ears. They just didn't want to know.

The Ombudmans site says something along the lines of they won't be able to help until complaints procedure with bank is complete or 8 weeks after formal complaint I think it is but it will be too late then.

I enquired about closing the account but because he opened it online, there is no record of his signature so they can't close it by hand written letter. It can't be closed online because it is frozen. The local branch sympathises with me but has said there is nothing they can do.I have even offered to pay for the home visit but this was also refused.

As well as the upset of this and he can't do what he wants with his own money, my father being old school believes the money will be lost when he passes no matter how much I try to reassure him. This is really eating at him literally on his deathbed. I can't believe the bank is so heartless. Even the local branch said they can sometimes be too black and white about things. I have obviously offered to give him the money and I will sort later but he gets frustrated and says it's not the same as he wants HIS money to give out as he pleases. He feels it wouldn't be finalised in his mind. I can understand that.

Any idea on what he can do and quite quickly? Sorry this is a little emotive but I just want my pops at ease. The poor fella has been through enough.

Thank you for listening and any advice.