My granddaughter can’t shut account

Twelve years ago my husband and I opened an account for our granddaughter on her 18th birthday.

We put in more than £6,000. This was in both my name and hers, with details of my address.

Over the years, my granddaughter has taken out several sums without any hassle whatsoever. Now there is a balance of £1,954, which she wants to withdraw.

I telephoned the bank, TSB, nearly two months ago and was told that both my and her signature were required. The account would then be closed and the cheque received within a week.

A few weeks later we still had not received a cheque, so I telephoned again. I was told that TSB could not discuss the matter as there was a mix-up in the addresses. I was assured that this would soon be cleared up.

We telephoned again a month ago and were told my name was off the account and only a letter signed by my granddaughter was needed.

This was sent. Despite this, my granddaughter still does not have the money that is rightly hers. MAUREEN KIRBY, STAFFS

Your granddaughter then went to her local TSB branch and showed her bank card with her train pass, but was told that a passport was needed.

You called TSB again, and were informed that the account was closed and a cheque had been posted. Two-and-a-half weeks later, it still hadn’t arrived.

TSB said that when it received your first letter it noticed a different address from the one it held on its files. It then decided to update its records to ensure that the cheque went to the correct place.

However, this was not done immediately, as it should have been.

TSB has now released the closing balance and paid £50 for the upset and £10 for expenses, which you have accepted.

A TSB spokesman has apologised and said the service provided had not been at the level that you deserved or up to the standards the bank prided itself on. slipped in 2017. We regret that the changes have adversely affected the service received by some of our customers, and apologise for the frustration that this has caused.

“Our number one priority is to ensure our service levels return to the standard our customers expect.”

It has invested heavily in its customer service teams and recently increased its headcount by 30pc. It said it could see improvements coming through.