I am FUMING and need to sound off!
I have 3rd party agent access on mum's account and also LPA. I keep receipts for everything, pay mum's care home fees etc but today I was made to feel like a criminal who had done something wrong and I am SHAKING with anger and very upset.
I got a letter from mum's bank saying they had tried to contact me (I received no contact) so i phoned them but my customer ID no longer worked. When i eventually spoke to someone they said that it was the WRONG CUSTOMER ID for me even though i've been using it for the past year! I tried to explain this but was told that it was NOT my id!
I then explained that my name changed recently through marriage and that i had been assured that this would not affect any online banking. I also sent through all of the documentation required.
The bank have recalled the online payment to mum's care home and now i have to go into a branch WITH ID to prove who i am and to get the recall unblocked!! I can't believe it!
On top of all of that when i asked them which number they used to call me on it turns out it was mum's! When i explained that the line was dead as she was in a care home, they said that i did not pass the level of security to have it removed!! AAAGGHHH!! (Again need to go into branch to confirm who i am so they can do this).
They then said that they would need to speak with mum to sort it out. At this point i was screaming and sobbing down the phone that she has alzheimers (already explained to them) and is in a care home (again already explained).
Now i have the stress and worry of hoping that they will send me a new customer id and pin so that i can conduct mum's finances online and that going into the branch will clear me so i can pass security!
These people are UNBELIEVABLE, inept, insensitive DUNDERHEADS and my hands are tied until i can get to the branch tomorrow and find out exactly who i need to complain to at the highest level.
This is the last in a series of ineptitudes from mum's bank. Can you imagine if she had had to deal with them how she would have coped? I am struggling myself!
Sorry to offload and thanks for 'listening'. Feel a bit better now.
xxx
I have 3rd party agent access on mum's account and also LPA. I keep receipts for everything, pay mum's care home fees etc but today I was made to feel like a criminal who had done something wrong and I am SHAKING with anger and very upset.
I got a letter from mum's bank saying they had tried to contact me (I received no contact) so i phoned them but my customer ID no longer worked. When i eventually spoke to someone they said that it was the WRONG CUSTOMER ID for me even though i've been using it for the past year! I tried to explain this but was told that it was NOT my id!
I then explained that my name changed recently through marriage and that i had been assured that this would not affect any online banking. I also sent through all of the documentation required.
The bank have recalled the online payment to mum's care home and now i have to go into a branch WITH ID to prove who i am and to get the recall unblocked!! I can't believe it!
On top of all of that when i asked them which number they used to call me on it turns out it was mum's! When i explained that the line was dead as she was in a care home, they said that i did not pass the level of security to have it removed!! AAAGGHHH!! (Again need to go into branch to confirm who i am so they can do this).
They then said that they would need to speak with mum to sort it out. At this point i was screaming and sobbing down the phone that she has alzheimers (already explained to them) and is in a care home (again already explained).
Now i have the stress and worry of hoping that they will send me a new customer id and pin so that i can conduct mum's finances online and that going into the branch will clear me so i can pass security!
These people are UNBELIEVABLE, inept, insensitive DUNDERHEADS and my hands are tied until i can get to the branch tomorrow and find out exactly who i need to complain to at the highest level.
This is the last in a series of ineptitudes from mum's bank. Can you imagine if she had had to deal with them how she would have coped? I am struggling myself!
Sorry to offload and thanks for 'listening'. Feel a bit better now.
xxx