I took my mum to the bank to get £2,000 – and they called the police!
Ms C.C. writes: My mother depends on me to take her shopping as she is 86 and uses a wheelchair. I took her to NatWest in Clacton-on-Sea where she attempted to withdraw £2,000. I had to do the talking as she is hard of hearing. The bank wanted to know what the money was for and we said it was for building work. We were asked if it was a reputable firm and were asked for ID which we did not have. My mother was treated like a two year old and we walked out. I made a complaint to NatWest and two weeks later we were shopping in St Albans and went to NatWest there. The branch had notes on its computer about me trying to obtain money from my mother. Staff refused a withdrawal, took away our debit card and called the police.
THIS was a real horror story for you and your mother. Police questioned your mother in the main banking area where everyone could hear. This time you did have ID, but you were asked again why your mother wanted the withdrawal. The police were satisfied, but the bank again refused you any money. Bank staff are in a tricky position in circumstances like this. If they suspect someone – perhaps a relative or a carer – is trying to get access to an elderly customer’s savings, they want to do the right thing and intervene. NatWest told me: ‘Our staff are trained to ask questions to help prevent a customer becoming the victim of a fraud.’
I asked officials at the bank’s head office to look into what you told me. After reconsidering, they have issued a new debit card to your mother and given the green light for the withdrawal.