Today I went with my husband who is also an executor to close/freeze my Mum's bank account. It's a high street bank.
We had already booked an appointment as, when we just turned up the day before, they said no one was able to see us.
When we arrived (five mins early) we explained why we were there. Ten minutes after the appointment time we were called into a small room.
As I handed over the death certificate and began to explain why we were there, the worker's first words were "I don't think I will be able to do what you want today. My colleague shouldn't have booked you in to this slot. It's too short and I have another appointment in 20 mins".
No words of condolence or polite questions, cup of tea nothing.
Anyway, I wasn't in a particularly good mood by then so I said, "I do hope you can complete this today because we were kept waiting past the appointment time".
All was going reasonably well and we ran over her 20 mins without complaint, but towards the end she said "I notice that you are Select customers" (we also have an account with this bank) so I can arrange for you to have your finances reviewed by one of our advisers here, shall I make an appointment for you?
I said that we weren't interested. "But when did you last have your finances reviewed?" She pressed and asked quite forecefully a couple of times more. I said, fairly loudly "It's not what we want at this time" (my Mum died just 13 days ago) but she found it very hard to take no for an answer.
Just before we left my husband said that she had not given her condolences, been late and then badgered us inappropriately.
I should also tell you that my husband was in banking for 20 years.
I have half a mind to withdraw my money from this particular bank but that would make things awkward for me so I won't.
While we were there we did speak to their Head Office Bereavement Team on the phone with her present. The first thing that they said was "Sorry for your loss".
I felt pretty upset for the rest of the day. I thought organisations like this one had got this kind of thing right now? Obviously not.
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Bereavement
Upsetting treatment by bank after a bereavement.
fabulousathome · 08/07/2017 01:22
I'm sorry you had to experience this - unfortunately I had a similar shirty experience at my parents bank
Like you, I was upset and couldn't really focus on anything except getting through what I needed done - my patience wore thin and I ended up being very straight and frank about their handling/cock ups
This led to further distress as I felt awful later on
The specialist teams do tend to have a better service - their ciustomer service training for daily face to face staff seems lacking
Don't get me started on British Gas!
for you...the worst thing is having to repeat the information with each company and shamefully, it becomes 'matter of fact' because you're bracing yourself throughout
Maybe consider an email to the bereavement team highlighting the dyscreoency in their customer service
Just before we left my husband said that she had not given her condolences, been late and then badgered us inappropriately
I don't think I got condolences when shutting my mum's main account recently. I did get a cup of tea though. 
Wasn't fussed about the lack of condolences. Might just be me, but I found it vaguely irritating and insincere when dealing with her other accounts and some stranger was trotting out the stock "I'm very sorry for your loss" response.
Have you had to shut any of your mum's accounts by phone, OP? I found that an ordeal and a half. Between dealing with systems that needed you to punch 50 numbers into the keypad and/or redial a totally different number before eventually getting to speak to a human being, to automated systems that demanded you tell the voice recognition system what your enquiry was before they'd patch you through.
And then of course, it didn't understand my accent! 
I am horrified they wanted to discuss your financial affairs and they should not have mentioned it at all
Yes, that just smacks of opportunism. 
This is absolutely shocking. I worked for a building society for 2 years (long enough), and the first thing I'd do was offer my condolences to the customer. If I had another close appointment, the next appointment would wait.
So sorry for your loss
I would certainly complain, especially about the badgering to do a financial review.
We had a similar experience closing my grandma's account. My mum and I had been her financial guardians for years (dementia) yet still it was an epic palava because she was a dual citizen. The local bank tried to sell us all sorts of "international citizen" accounts despite us both being just British. Her Australian bank , were her pension was paid into, simply couldn't comprehend that we couldn't just pop in! No condolences from either.
It took over a year to sort out. It did make things a lot worse at an upsetting time, especially for my mum, and we did complain in the end. They sent us fifty quid and a bunch of flowers - all we wanted was them to promise us they'd do some staff empathy training!
Sorry for your loss and that you were treated with such a basic lack of compassion
I know which bank you are talking about. All of that awful sales stuff is supposed to have been drummed out of them years ago but I can't say I've ever seen the proof.
Ironically one of the banks they took over used to have an excellent reputation for dealing with bereavement: totally different culture, all processing done in branch, excellent training and guidance, managers and staff who genuinely cared about customers and that made a huge difference. They also had a much older customer base so sadly processing this sort of thing was not unusual.
The absolutely should not have sales targets now. Not that it's any excuse at all, because it isn't. I used to work in the industry but found the culture of that particular company "incompatible with my values" shall we say.
Fwiw you would have got a cup of tea, condolences and as much time as you needed in my branch. If your mum had been one of our regulars we would all have quietly come to say how sorry we were and give our condolences, assuming we hadn't actually gone to the funeral which we did do for well known customers but I understand that's exceptionally unusual.
Do complain, it will help improve the process for next time. I doubt the person you saw has had any training in how to deal with bereaved customers so if you are able to outline how it made you feel and what would have been better (offer condolences, be kind, complete the paperwork as quickly as possible, do not use the appointment as a sale opportunity etc etc). You will think this stuff obvious, but as demonstrated, it doesn't always just happen naturally.
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I'm sorry OP, that sounds awful 
In an attempt to cheer up the thread, I have a nice story about when my mum died (well, nice-ish). My dad called to cancel her phone and got a very kind and sympathetic man at a call centre. My dad asked if he had to return the phone (relatively new contract) as they'd lose money and the man said "No sir, please keep it. Your loss is far greater than ours." My dad cried 
Vodaphone, I think.
I work for santander and I am sorry you had this experience in branch. I would call through or go in person to speak to the manager and raise a complaint about this.
The customer service you have experienced is terrible.
Sorry for you loss op
Oh, fabulousathome you have my sincere sympathy . My dad died last year and all of this is so difficult, I felt like I was in an unreal situation, like it was happening to someone else.
My mum was treated appallingly by Virgin Media as the account was in my dad's name. They were unbelievably sloppy and cruel. They caused her so much stress and sorrow. Utter bastards.
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