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Santander - closing an account without going into the branch

Nikki999Nikki999


Basically my Grandad has terminal cancer, we've had some time to come to terms with it and now he just wants to get things in order, to help my nan really.
He wants to close his account, taking the money out and putting it into my Grandma's account, he doesn't want her having to deal with this once hes gone, so hes trying to sort it now.

Hes had Macmillan onto them, he spent an hour on the phone with them himself (Which resulted in him feeling even more ill and having a slight panic attack at the end of it), his GP has even tried to help, but theyre all being told the same thing - That he needs to go into a branch to do it, despite everyone telling them that he cant get there.

His nearest one is in the middle of the city centre. Hes unable to leave the house, let alone use transportation to get anywhere. He cant stand/wait for any length of time either.. For hospital appointments he has to have an ambulance in order for him to lay flat.. My Nanna cant get to the bank either (to maybe open an account and transfer the money, do it that way perhaps) as she is disabled herself.

I just think its disgusting that they cant help him at all. They wont send anyone out, they wont send any forms out, they just keep saying that he has to go in.. failing that, just wait until he passes.
While I know this wont be happening everyday to hundreds of people, surely they should have something in place for people who need/want to close their accounts but are genuinely unable to get into their branch.

Is there anything that I can do to help him/them, or is this just the way it is and we're stuck with it?

Thanks.

All Comments (26)

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1
    FrootCake
    Oh, that sounds awful. I'm so sorry for you and your family. It sounds to me like the easiest thing is to make sure she gets the cash in any accounts in his will when he passes. In the mean time though I'd be onto Watchdog or the local press or top level managers complaining. It's not on that they can't accomodate individual cases like this. Their customer service is pretty shocking across the board though, so don't hold your breath for an apology or anything. :/
    FrootCake
    Second thought, why not just withdraw all the money and leave the account empty and dormant. Who cares if it's got nothing in? He could write her a big cheque, or transfer over the phone or online...

    Edited By: FrootCake on Jan 11, 2011 16:34
    Rhianne
    From their site..

    To close an account by post
    To close a Santander Account by post, please write to the following address:

    Santander
    PO Box 297
    BRADFORD
    BD1 4YR

    If writing to Santander please enclose the following:

    *
    Your address
    *
    Your telephone number
    *
    The number of the account you wish to close
    *
    Instructions for repayment of any credit balance still on the account once closed (i.e. by cheque to registered address or into another Santander account)
    *
    Any cards held on the account (the cards should be cut in half for security purposes)
    *
    Cheque books held on the account

    If you have any direct debit mandates (used to pay bills) arranged on the account, you must give written authority for us to cancel them and make alternative arrangements for future payments, with the companies they are payable to.

    Please allow 14 days for the closure to take effect

    If you have any further queries, please don't hesitate to contact us.
    Charlie Scene
    sorry to hear your news :(

    i have an account with them and they said the same to me you have to go in to your branch, can you open an account online with anyone else and transfer the money over then just leave the other account dormant?
    Rhianne
    Hope that helps. Worth a try :)
    lumoruk
    Nikki999
    Thanks for your reply. He's already closed one account, Im not sure who with.. But they let him do it over the phone and it was sorted in no time. Why Santander cant do the same I dont know. He and his Macmillan nurse have spoken to a manager and got nowhere.. I was wondering where to try next, Head Office maybe, Ive no idea really.

    Thanks again.

    FrootCake
    Oh, that sounds awful. I'm so sorry for you and your family. It sounds to me like the easiest thing is to make sure she gets the cash in any accounts in his will when he passes. In the mean time though I'd be onto Watchdog or the local press or top level managers complaining. It's not on that they can't accomodate individual cases like this. Their customer service is pretty shocking across the board though, so don't hold your breath for an apology or anything. :/
    barky
    barky[helper]3 years, 6 months ago #8Show comment tools Reply
    Terrible situation-cant you have yourself made power of attorney for him? My mum did this when my gran became unable to leave the house and did all her banking for her.

    When he passes away(sorry to mention this,just giving advice),the executors of the will are able to go into the bank as long as they have the death certificate and passports as proof of their identity,and can immediately clear the bank account as long as the funds in it are less than 8000 pounds-if its more,it takes about 2 weeks.

    be aware my advice is based on Scottish law-we were in this situation recently-and I cant be certain it applies all over the united kingdom.
    Nikki999
    We thought about that, I think he doesn't want any correspondence arriving for him once he passes..

    Thanks x
    FrootCake
    Second thought, why not just withdraw all the money and leave the account empty and dormant. Who cares if it's got nothing in? He could write her a big cheque, or transfer over the phone or online...
    barky
    barky[helper]3 years, 6 months ago2 Likes #10Show comment tools Reply
    nikki-Im sure if you drop a PM to "magicjay" on here,he will advise you-he is a lawyer and very helpful with advice
    studentessa
    I would echo what the other posters have said here and would encourage you or one of your close relatives to try and get power of attorney. We were in the exact same position as you OP the year before last, but as my mum had power of attorney she could go in and deal with all the banking issues on behalf of my granddad which made things so much easier. It also meant that my grandma didn't have to worry about dealing with the banks etc after he died, which was quite a comfort to her as there was so much to sort out and she had enough to think about. Good luck x
    jackvdbuk


    yeah, need this OP... had this problem myself, very very annoying but i suppose its in place to prevent anyone doing what they want
    Nikki999
    Rhianne, thanks for that. Hes told me not to bother ringing as their C/S is terrible.. Ive just rang them myself and I can see why he had a panic attack!
    Everyone has spent an age trying to get somewhere with this, but I tried to double check what it says there and the lady said accounts cant be closed any other way than by going in. She kept saying the same thing like a parrot.. Then when I mentioned what it states on their website she suddenly changed her mind.. Ive no idea now, the manager, assistants etc, all said the same thing to him and the nurse - that he needs to go in, the lady I just spoke to wasnt definite herself either!

    Ive passed on the address, hes now going to write to them, so I guess we'll just have to see. We just want it straightforward!

    Thanks :)

    Thanks to everyone else who replied too, I'll have another (proper) read in a little while xx
    The Fox
    I had an internet account with Alliance & Leicester when Santander took them over I tried to close the account, they made me go into a branch to close my Internet only account. How mad is that?
    Justified why I wanted to close the account.
    Santander worst bank in the country.
    DEALWARRIOR
    Sorry to hear about your grandfather
    If you go for power of attorney in England the the paper work is high and the solicitor cost about £700 to 1k Did it for a friend and would never again unless really pressed as its a licence to print money by the legal bods as the latest law in this area is now complicated
    So she spent £800 so I could look after her bank account of about £2500 Got told afterwards could have become second signature on the account, much less paperwork

    It also "dies" with the death of the person you are looking after. So by the time her small estate was dealt with by the solicitors named in her will all gone

    Do what other people say just transfer the money out and leave the account empty ensuring all out payments are also closed. Then write to them closing it

    Do ensure any will is up to date, just a simple will transfering all assets to mum would do
    As long as its witnessed by two independent people who have no interest in the will







    Edited By: DEALWARRIOR on Jan 11, 2011 17:02
    Mallow2
    Sorry to hear about your Grandad,

    In regards to your problem how about withdrawing all the money and then get him to phone up and change the address details to another family members (maybe yours if you are up to it) and that way your nan wont receive anything addressed to him from the bank and when he has passed on you can go in and close his account.
    luvvlychocolate
    Really sorry to hear about your Grandad.

    Threaten them with the National newspapers.......tell them that you are sure their existing customers will be thrilled to hear how disgusting they are treating an elderly gentleman with a terminal illness and that upon hearing about your current experience with Santander!

    Write to the Managing Director as well....we had major problems with Lloyds when Mum was Power of Atorney for her uncle....I wrote a VERY strongly worded complaint, things moved VERY fast thereafter and Mum actually received compensation as they absolutely messed her around and made mistake after mistake!
    csiman
    DEALWARRIOR
    Sorry to hear about your grandfather
    If you go for power of attorney in England the the paper work is high and the solicitor cost about £700 to 1k Did it for a friend and would never again unless really pressed as its a licence to print money by the legal bods as the latest law in this area is now complicated
    So she spent £800 so I could look after her bank account of about £2500 Got told afterwards could have become second signature on the account, much less paperwork

    It also "dies" with the death of the person you are looking after. So by the time her small estate was dealt with by the solicitors named in her will all gone

    Do what other people say just transfer the money out and leave the account empty ensuring all out payments are also closed. Then write to them closing it

    Do ensure any will is up to date, just a simple will transfering all assets to mum would do
    As long as its witnessed by two independent people who have no interest in the will







    I am guessing it is a savings account which probably comes with a passbook so branch maintenance only.
    missismop
    sorry to hear your sad news

    my dad had a account with halifax and they still send letters to him now

    he died 9 years ago
    souljacker
    Santander are an awful company for customer service, worts experience I've ever had

    I moved house and phoned to change address on my credit card, they insisted I has to go into a branch to do it, even when I told them we didn't have one over here and that would involve a flight to the uk, after numerous phone calls and letters over a period of about 5 months I eventually got it sorted and a compensation cheque for £100.

    Hood luck, hope you don't have all that trouble

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