After the bank proclaimed him dead, a Lloyds customer was unable to access his account for a week.
When his bank incorrectly proclaimed him dead, an LLOYDS BANK customer was unable to access his account for more than a week.
When John Hill received an email from his utility provider stating that his direct debit had been terminated, he became anxious.
He had no idea what was going on until he discovered that his account had been terminated by a high street bank after data from the death notification service was misunderstood by the lender.
His account was terminated on his behalf and his direct debits were cancelled as a result of the error, leaving his bills unpaid.
Despite Lloyds’ claims that the account was unlocked as soon as they were aware of the problem, Mr Hill claims the account was mainly inaccessible for more than seven days.
“I couldn’t get my money for over a week,” he explained.
Mr Hill has since received an apology from Lloyds, who explained that the closure was due to a mix-up.
In addition, the bank has offered him £525 in compensation.
Mr Hill, a Devon resident, contacted MoneySavingExpert (MSE) about the incident.
“I called the bank right away,” he continued, “but the automated system forwarded my phone to the bereavement team.”
Lloyds had been contacted by a firm of genealogists and probate specialists, Mr Hill later learned.
A death of someone with a similar name had been reported to the firm, which had alerted the bank.
This was reportedly done through the Death Notification Service, which allows a person to simultaneously notify a number of member organizations about a person’s death.
The good news, according to Chris Newlands, news and investigations editor at MoneySavingExpert.com, is that incidents like this are exceedingly rare.
“The death notification service allows loved ones to report someone’s death to several banks, building societies, and other financial businesses using a single free online form,” he explained.
“And, despite its rarity, this is a massive example of mistaken identity.
“Whatever the situation, if you believe your bank has not provided adequate customer service in response to a complaint, your best choice is to call the Financial Ombudsman Service (FOS), which may assist in resolving disputes between financial firms and their clients.”
Lloyds Bank has issued an apology, stating that it was an unfortunate case of mistaken identity caused by human error.
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A spokesman for Lloyds Bank. “Brinkwire News Summary.”