Death is complicated enough (Abbey National)

Member Name: Peterhawken

Product:	Abbey National
Date:	29/04/08 (126 review reads)
Rating:

Advantages: None in this case

Disadvantages: Extraordinary length of time to settle accounts

I have the unfortunate task of settling the affairs of a friend who passed away in December 2007. He had an account with the Abbey and I contacted the bank to let them know of the death. No response to the letter, so I called customer services. I explained who I was and the circumstances to be told "We cannot talk to you until we have spoken to the account holder". After more discussion, he agreed that it might be difficult to speak to the account holder. He told me that I needed to contact the bereavement office. When I asked for contact details, he told me that he didn't have an address. In fact, he didn't have a telephone number either.

After more investigation, I found the number and called the right department. They told me that I needed to contact the local branch. After no less than 9 phone calls to the branch over two days I finally got an answer. Two days later, the account was settled, the funds transferred and I was happy.

A month later, I was informed that payments were still being made from the account. "Oops, an oversite" I was told by the branch. "We'll fix it straight away"

Another month and more payments were made from the account. More phone calls and this time, I was told the branch knew nothing of the bereavement. In fact, they told me that there was no paperwork in the branch either. I would have to complete it again. I found that difficult as the promised forms didn't arrive until yet more phone calls to chase it up.

A call to the complaints department resulted in a letter from them to say they were investigating. Nothing more from them so far. They did put me through to the bereavement department who gave me a telling off for not closing the account in the right way!

The latest is a letter from the Abbey informing me that the payments made have to be repaid before the account can be closed. It seems the bank now want me to pay for their mistakes.

More than 4 months have passed and the account is still open, probably dispensing money to all and sundry. I still have received no explanation about the string of mistakes. I have a two sentence written apology from the bank, to be passed on to the family. I am still at a loss to understand how such a simple matter can go so completely wrong. Clearly, the Abbey are equally confused or they might have resolved the problem by now.

My goal, for 2008, is to see this little problem solved before the end of the year. I'm not hopeful!

Summary: The customer might be dead but the account shall live forever