After my mother’s death in April, Dad was weaker and more tired.
His GP, who didn’t see him, prescribed antidepressants. He was hospitalized and died just ten weeks later than Mum. The couple had been together for over 60 years.
Dad told me that he had enough money in his Barclays bank account to pay for their funerals, and other expenses.
Barclays denied a daughter who had lost both her mother and her father in ten weeks with money that her father had kept for her funeral.
I sent Barclays the grant of probate, Dad’s death certificate and my birth and marriage certificates, along with a council tax bill and bank statement to prove my identification. They wouldn’t release any money.
It seems he hadn’t had a chance to tell Barclays of Mum’s death, so when I informed them he had died they took his name off the joint account and put everything in Mum’s name.
Barclays required me to show my driver’s license and passport when I described the facts.
I don’t have a passport and, owing to a heart condition, I don’t drive. I don’t have any benefits, pension or blue badge nor gun license. I asked them to release the £5,000 funeral costs but they refused.
Dad used to read The Daily Mail each day. He won a contest about trading shares in the 1980s.
The page was kept with other documents by Tony. Tony, I’m glad you could help. Dad would love you to help!
B.W. High Wycombe Bucks.
Tony Hazell replies:Barclays often fails to handle power-of-attorney and bereavement cases.
One comment in your letter summed up its persistent problems: ‘Their bereavement team has shown a total lack of compassion or understanding.’
Your dad had £19,000 in his account. I requested action and you received it immediately. You have also been paid £200 compensation.
Barclays says money to pay funeral costs should be released
Although it says that you didn’t submit an invoice, this was due to misleading information.
It was also absurd to demand photo identification.
I’m told the staff member you spoke to was uncertain of the process so referred you to the bereavement team. You also claimed that the bereavement staff misled you.
What is the solution? All staff who deal with grieving customers should have basic training in how to offer sympathy, compassion, and understanding, regardless of their inexperience or lack thereof.
A Barclays spokesman says: ‘We have apologised to our customer for the level of service she experienced, which fell short of the high standards we strive for.’
Barclays states that it has made efforts to simplify the bereavement services and have invested in more training.
Barclays has shown me that you should invest more.
Missing marriage allowance
HMRC called my brother-in law about the allowance for marriage. He said that his wife was incontinent.
The man told him he had to submit his application online. However, the person does not have access to a computer and doesn’t know how.
Although I attempted to act on his behalf, I was unable to get beyond the request for identification. My sister in law doesn’t have the passport or any other requested documents.
Her condition is severe, she has dementia and cannot speak.
H. C., Oxford.
Tony Hazell replies:My frustration is that there are so many companies trying to make it impossible for people to go online.
Even the most tech-savvy people can find it more challenging to use computers as they age. Online communication could expose victims of fraud.
The marriage allowance — worth up to £252 this tax year — can be claimed where one partner is a basic-rate taxpayer and the other does not pay tax — which would mean a taxable income of £12,570 or less.
HMRC called your brother in law and asked him for help applying for the marital allowance.
Although it is possible to claim four years’ previous allowance, he was only entitled to one because, before this, he was a higher-rate taxpayer.
HMRC has sent a cheque for £247 for last year and has adjusted his tax code for this year.
Your sister-in law passed away.
An HMRC spokesman says: ‘We were happy to assist Mr C with his marriage allowance claim. We offer our condolences on his loss.’
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