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Charles Blackwell

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Review of the NatWest, Basic Account:

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Appalling treatment of the recently bereaved.

Their bereavement website clearly states, in large letters: "We want to support you at this time" Nice sentiment—what a shame it is a bare-faced lie. On April 3rd of this year I notified NatWest of my mother's passing. I got a letter saying what was required. I sent in all the documents. (BER0312009) (BTW, since then, I have I sent all the documents requested, on FIVE separate further occasions.) After about six weeks, I got another letter (apparently no one at the bank has email… why?) stating I need to get my passport identification signed, which i did. It wasn't easy. I live on a small Gulf Island on the west coast of Canada. It took me two ferries and an entire day to reach my bank and have them do what was needed. Their Cora AI bot is a nightmare, but the one time the connection held, I was informed all the correct documents had been received, and the account would be closed by the bereavements team as soon as possible. But, oh dear, it was another lie. Five weeks later I heard my proof of address was out of date. (Of course it was, I had sent it MONTHS earlier by that point.) So I sent proof of addresses from the phone company, the cable company, the insurance company, AND the utilities. Yesterday I got another letter. Now, apparently, the proof of address also needs to be signed and stamped. There was no mention of this in the initial letter of requirements. And, as I said, the person on Cora said everything was okay, EIGHT weeks ago. I am at my wits' end. NatWest’s treatment of bereaved seniors is a new moral low — even by big bank standards. Reviewed on: 26th July 2024

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