A Barclays buyer was left with out £5,000 for months after the financial institution closed a dormant financial savings account final March however merely failed handy her again the cash till January.
Loretta Marshall, not her actual identify, from Worcestershire, had a financial savings account with the financial institution which went dormant final 12 months after she had not touched the cash in it for 5 years.
After the financial institution wrote a letter to let her know in December 2019, after which once more final March, to inform her the account could be made dormant and closed, Mrs Marshall, retired and in her 60s, assumed she would merely be despatched the cash by cheque.
Loretta Marshall, in her 60s, was left with out £5,133 from a dormant financial savings account between August and January as a result of Barclays merely didn’t pay her
When she lastly took motion in August, she was given three choices if she needed to entry the dormant funds, which had been moved to a distinct account after the closure.
She may both use the ‘My Misplaced Account’ service, usually reserved for previous financial institution books, to hint the cash, write Barclays a letter or take her passport and driving licence to her native department, which was in Malvern, a city 20 minutes’ drive from Worcester.
Choosing the third possibility, with coronavirus circumstances easing over the summer time months, she was as a substitute instructed she wanted to offer a latest financial institution assertion together with her deal with on it from Nationwide Constructing Society, her present account supplier.
Relatively than transferring the cash to her checking account, she was instructed within the department that she could be despatched a cheque ‘inside two weeks’.
This deadline got here and went, so she known as Barclays once more, after which she was ‘instructed that the native department had misled me and that it might truly take them three months to ship me my cash’. This delay was blamed on the coronavirus, she mentioned.
By mid-September, Mrs Marshall mentioned, the ‘financial institution had modified its thoughts once more and would, as a substitute of sending a cheque, be making a switch to my Nationwide account in spite of everything’, supplied she despatched again adequate authentication.
Our dormancy group did obtain your letter confirming your account particulars and we had been able to make this fee on 1 December 2020, however the fee wasn’t made.
Barclays letter, 22 January 2021
She did, however nonetheless the cash failed to show up.
Annoyed, she wrote the financial institution a letter of criticism a month later and requested for the cash to be paid ‘with out additional delay’ and for £250 compensation for the inconvenience.
However though Barclays responded to her a month later, when she spoke to That is Cash initially of final December and once more in early January 2021, she had nonetheless not acquired her cash, 10 months after the account was closed and 5 months after she had first obtained in contact with Barclays.
The financial institution initially claimed that they had not acquired the letter she despatched on 20 September offering the small print and authorisation that they had requested for therefore they may switch the £5,133.
However, shortly after we contacted it in contact with them final month, it despatched her a letter on 22 January which acknowledged ‘our dormancy group did obtain your letter confirming your account particulars and we had been able to make this fee on 1 December 2020.’
Nonetheless, the fee merely ‘wasn’t made’, in keeping with the letter, with no rationalization as to why. It merely apologised for the ‘misery’ this had prompted.
Barclays has provided Loretta Marshall £200 compensation, nonetheless she is holding out for extra from the Monetary Ombudsman Service
The cash was lastly transferred after our intervention on 14 January, just below 4 months after she had written the letter to Barclays offering them with the small print they wanted to make the switch.
Had it not been for That is Cash’s involvement, Mrs Marshall mentioned, ‘I am positive I would nonetheless be ready for my cash’. She has complained to the Monetary Ombudsman Service and is looking for extra compensation than the £200 provided by the financial institution.
Barclays mentioned in a press release: ‘It’s evident that on this event we’ve failed to offer the excessive ranges of service that our clients can anticipate to obtain, and we’ve provided our apologies for this.
‘The safety of our buyer’s funds is one in every of our highest priorities and the account was closed because of no exercise for quite a lot of years. We are able to verify that the funds have now been returned to our buyer.
‘The case is at the moment being investigated by the Monetary Ombudsman Service, and we await the conclusion of their assessment.’
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