A woman faced significant obstacles when she attempted to close her ailing mother’s bank account. Her experience underscores the systemic issues that are troubling the banking industry. The conduct created several banks, erratic standards, and an urgent need to expedite financial duties all while navigating a complicated household health disaster.
LC also contacted her mother’s bank Halifax, who offered little help. She asked for advice on how to go about closing the account. After describing her need on the phone, she was told that she would have to go into a local branch to be served. The support she got was terrible.
When she arrived at the branch, LC met staff who felt ill-prepared to assist LC in receiving the support she needed. She was given inconsistent information as to what documentation was necessary to change the account into her name alone. Halifax held firm that LC’s husband needed to sign a waiver removing his name from their joint account before the merger could be finalized. Fowler, 71, was diagnosed with Alzheimer’s disease and now lives in a care facility.
LC’s life grew even more complex as she attempted to maneuver through the administrative labyrinth. Her mother, who had moved to the UK from mainland Europe for work, fell ill with dementia. This placed even more pressure on LC’s desire for her mother’s financial affairs to be well-handled.
Then, to fulfill Halifax’s request, LC forked over £150 to a translation service. They got some of their key documents translated and certified. To receive an apostille on the original court order, she had to fly back to her birth country to obtain this from a notary. Soon, she realized that it wasn’t the document itself, but rather its translation that required this authentication.
Even with her dedication, LC still struggled. In practice, Bank staff delivered contradictory messages. Some claimed that only the original court order was needed, while others demanded you supply a certified translation and an apostille of that document. That led to extra charges for LC totaling £650 for certified translation via a suggested service.
“However, since April I have been struggling to get sense out of bank staff about what documents they require to prove my legal guardianship.” – Name withheld
After unsuccessfully trying on her own, including three letters directly to the bank, LC was finally given the resolution she needed. Halifax granted her request to combine the profiles. They made a £350 ex gratia payment to cover the anxiety she suffered while going through the process.
Reflecting on her experience, LC told us that given her family’s situation, she truly needed the more straightforward process.
“I need to reduce the number of banks and accounts I’m responsible for,” – LC
Her ordeal exposes a troubling pattern across banking institutions, where customers frequently become trapped in an institutional maze.
Barclays was slapped on the wrist in this case, with a spokesman conceding the bank failed its customers on customer care.
“We are very sorry for the service [the customer’s daughter] experienced. We should have clearly explained the additional steps required.” – Barclays spokesperson
The complexity of banking procedures can lead to confusion and frustration, particularly for individuals managing accounts on behalf of family members with health issues. LC’s experience is a prime example of how communication breakdowns increase the stress on already intense circumstances.