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issues contacting banks

Home Messageboards Banking and Financial Services Forum issues contacting banks

Viewing 5 posts - 1 through 5 (of 5 total)
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  • #151464
    claireclaire
    Participant

    does any else have issues trying to contact their bank? esp now with the coronavirus around.

    I am in lockdown, im in a wheelchair and my only local branch that I could access closed before the pandemic its now a coop pharmacy I think, the one that is open I cant access they refuse to put in ramps or lifts there loophole is its an old registered building, im also terminally il so cant risk leaving lockdown, im deaf so I cant phone them, they refuse to talk to my mam on the phone, there is no way of contacting them via email, im not on social media so cant tweet them plus I don’t want anyone seeing my business on there. I have no way of contacting my bank. I think its very unfair and discriminatory.

    I get that during the pandemic things will be harder for them, but surely they can easily do live chat or emails from home for the deaf. theres no need to discriminate at any point let alone during these harder times.

    has anyone faced this kind of issue? or any other issues getting in touch with your bank?

    #151490
    JasmineJasmine
    Keymaster

    This sounds bad Claire. Which one do you bank with? If you let me know I’ll get their PR people to speak to you

    Or another thing to do would be to email the CEO of the bank (copying-in customer service) and asking them to sort it. Seriously. There’s nothing to stop you doing that. Usually if you email the CEO something gets done.

    Also, are there any banks that are open in your town and do have disability access? If so, switch to them. This is something I’m always saying, of course, because we can switch now and it’s pretty easy. You just pick a bank you want to switch to and they have to do everything for you in seven days. Then it’s up to them to watch that they don’t lose any of your money over the next 13 months. Why put up with bad service and closed bank branches if you don’t have to?

    Let us know what happens 🙂

    #151495
    Annie ThorpeAnnie Thorpe
    Keymaster

    Hi Claire,
    Oh my goodness, what a position they’ve put you in! As Jasmine suggested, if you can switch to an accessible bank, that’s always an option.

    Do you have a smartphone? Most banks have a banking app now, with instant chat available. I’ve got both Natwest and Moneybox, and have found their live chat features really useful. If they can’t reply right away, you get a notification text when they have managed to get around to your query. The Natwest one is a little bit annoying as you have to go through the AI bot for a few questions first, but if you type in something like ‘speak to customer service’ it usually cuts to the live chat.

    It may also be worth considering – if it’s financially suitable to do so – adding your mum to your accounts if you can. That way, she can go to the bank on your behalf or call up as a joint account holder and manage the account for you.

    Let us know how you get on – and, as Jasmine mentioned, if we can reach out to your bank on your behalf.

    #151499
    claireclaire
    Participant

    This sounds bad Claire. Which one do you bank with? If you let me know I’ll get their PR people to speak to you Or another thing to do would be to email the CEO of the bank (copying-in customer service) and asking them to sort it. Seriously. There’s nothing to stop you doing that. Usually if you email the CEO something gets done. Also, are there any banks that are open in your town and do have disability access? If so, switch to them. This is something I’m always saying, of course, because we can switch now and it’s pretty easy. You just pick a bank you want to switch to and they have to do everything for you in seven days. Then it’s up to them to watch that they don’t lose any of your money over the next 13 months. Why put up with bad service and closed bank branches if you don’t have to? Let us know what happens 🙂

    my bank is the bank of Scotland/Halifax ive been with them since I was a child like 3 years old. the one I was using that closed was 2 mins from my house, now the one in town is only one open. and I don’t know of any banks near me until town.

    I don’t know the email addresses, I can never find info like that.

    im not sure about switching, because I don’t understand anything to do with banking or money, I know money has a value and we use it to buy things, I take it out or put it in the bank but that’s the extent of my knowledge, (I have learning disability). I don’t understand forms cant even read most forms if its paperwork and I cant write, online its still hard, I don’t have anyone on hand that could help me switch/fil out forms/explain stuff to me. its a very tricky thing for me.

    im already locked out of my isa as I cant remember how to access it, the password, or what info they would ask me to confirm who I am, and they wont talk to anyone on my behalf as im deaf and that’s the only way they deal with these things. im scared I switch and the same happens, I forget my details and cant access anything. wish my daad was still a banker (he was redundant many years ago, and now has alzheimers n dementia I think)

     

    #151502
    claireclaire
    Participant

    Hi Claire, Oh my goodness, what a position they’ve put you in! As Jasmine suggested, if you can switch to an accessible bank, that’s always an option. Do you have a smartphone? Most banks have a banking app now, with instant chat available. I’ve got both Natwest and Moneybox, and have found their live chat features really useful. If they can’t reply right away, you get a notification text when they have managed to get around to your query. The Natwest one is a little bit annoying as you have to go through the AI bot for a few questions first, but if you type in something like ‘speak to customer service’ it usually cuts to the live chat. It may also be worth considering – if it’s financially suitable to do so – adding your mum to your accounts if you can. That way, she can go to the bank on your behalf or call up as a joint account holder and manage the account for you. Let us know how you get on – and, as Jasmine mentioned, if we can reach out to your bank on your behalf.

    no I don’t have a smartphone, I cant see to use them. I can only see to use a laptop. even then its pretty hard.

    ive never heard of moneybox I will google that to learn about it:)

    mam is on my bank account but shes not got ….whats it called ….power of attorney so its bit hard. I don’t know if the rules are different in different parts of the uk. she can take money out of my account for me via the cash machine but she cant put in or take out in person. which I find weird. I mean she dose always have id on her.

    shes in lockdown with me, so cant go out for now till its safe (im in Scotland), but when its safe I know she will go out to bank for me. my brother who is a key worker, does pick money up for me once a month via the cash machine, but can only take some one small amount per day. (£250 max)

    mams like me she dosent understand banking either, dad did everything for us from the moment they got married (about 37years) mam don’t know how to work a computer let alone apps.  and I cant see too well, she uses a kindle but I cant see to use it. its a laptop I use.

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