‘Barclays lost track of my late partner’s £50,000 Isa’

Since my civil partner passed away three months ago I have been dealing with the Barclays bereavement team to resolve the accounts he held.

After registering his death, his current account was closed and the balance appeared in my current account. I had no idea where the money had come from so had to go to my local branch to find out. 

A few days later I got a letter saying the bank had closed the deceased’s account and passed the funds to mine. Since then I have contacted the bank again about the status of my civil partner’s Isa, which was not accounted for.

I received no reply and have tried repeatedly to contact someone at Barclays who can tell me whether or not this account is still open. I am passed from the bereavement team to the stockbroking arm in Glasgow and back again. This has happened repeatedly.

I have also written to both teams and, upon seeing the reference I have, they wish to transfer me again.

Today I have been hanging on to be transferred for 50 minutes so decided to contact you. I have lost track of the hours wasted on this simple – or so I think – issue.

Ian Mortimer, Dorset

The deceased, for whom you are executor, had been a Barclays customer for many years.

You knew he had had an Isa with Barclays and recalled that he had spoken to you last summer about moving it to another provider. You were not sure whether he had done this and, if so, where the £50,000 was now.

You approached Barclays and received a letter addressed to your late civil partner. It enclosed a £20,000 cheque made out to Barclays by a completely different customer, drawn on an account with a bank your civil partner had not had an account with. 

When you asked if the mysterious cheque had been your late civil partner’s contribution to the last tax year’s Isa, Barclays wrote – rather casually, I felt – “The cheque was meant to go to another client.”

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