I started to invest with the Principality when we were planning our move to Wales. I saved steadily and by the time we moved had... I started to invest with the Principality when we were planning our move to Wales. I saved steadily and by the time we moved had a good sum in my investment accounts. I had both passbook and online accounts and found that initially, the staff were friendly and helpful. However, when I had a stroke, it became difficult for me to manage my online accounts. My speech and mobility were poor and I realised that my various savings were not in the best accounts for me. The Principality were poor at communicating my options to me. When I went into the branch, I asked for help and explained that I had had a stroke. Whilst they were quite willing to update my husband's passbook without any form of ID, they bizarrely required ID from me before they would discuss my accounts. They wanted a bank statemnt, which I had not brought with me. When I told them that my Halifax statements were online on my phone and I could send a copy to their printer, the staffer pretended that she could not understand what I was saying. I felt humiliated and went home. I then went back a couple of weeks later and went into the branch with my passbooks and asked for them to be updated. The three staffers just talked to each other about their families, their slimming club and so on. They did not speak to me directly, One of them referred to me as "this customer". So I decided to close my accounts on the spot, which I did. I took the cheques across the road to the Nationwide and bought bonds and such like with them. When I got home I contacted the Principality to complain. They said that they could not see the problem. Eventually, they sent me a little food hamper of stuff that I could not eat because I am a vegan. They sent me an email saying that as far as they were concerned, the matter was closed. Read more Read less