Help with online banking

[Imtoooldforallthis]

My mum is early stage dementia, lives alone and fully functioning. Except she struggles with change. She Banks with natwest and has always managed with her online banking. But now there is an extra layer of security, either a card reader or a pass code to a mobile phone, neither of which she is remembering. Has anyone managed a way round this?

Have you spoken to the bank? They should make reasonable adjustments for disability.

No that was my next move, although it might be easier to go in person.

It’s definitely worth giving them a call. They can’t exclude people with disabilities from their services.

Two factor authentication is really helpful in avoiding having your account hacked, the extra security isn't gratuitous - is there any way you could help her manage to get to grips with using the card reader?

The problem is her short term memory, I could show her but she would not be sure the next day so wouldn't do it.

Have you got power of attorney in place? If not, get it now whilst she can still consent to it.

Two factor authentication is really helpful in avoiding having your account hacked, the extra security isn't gratuitous

I totally agree, I work in finance. However the bank should surely have alternative strategies in place for situations like this?

I operated my mother's account on her behalf.

DSis and I had POA but were told that invoking the POA with the bank would mean that I couldn't use her online account.

The problem is her short term memory, I could show her but she would not be sure the next day so wouldn't do it.

I was thinking of written instructions, maybe taped to wherever she usually does this sort of thing?

The banks etc ought to devise interfaces with (optional) clear step by step instructions - just skipping extra security especially for more vulnerable people isn't a good solution.

The thing is she has to remember her customer number, her pin number and her pass code. So that is already three levels of access. I could and can do it for her, but I am trying to make her do as much as she can herself to keep her brain active and independent .

I don't know if this is possible but maybe another account could be opened with very limited funds in it that doesn't have the same level of security so more risky from a security perspective but less from a how much is at risk point of view. There could be a standing order set up from the higher security account to the account your DM could access more easily.

I personally think if you can do it for her, then do it for her. It sounds very stressful trying to get her to cope with a tricky access process. There are plenty of other ways she can remain independent and stimulate her brain. And when this is over perhaps then she can go back to managing her own financial affairs.

Does she need online banking?

Well she doesn't actually do anything, but you need full access to view your transactions which is what she does. I've suggested she go back to paper statements, but they are so out of date by the time you receive them.

There is an expensive answer - does she use an iPad or iPhone by any chance, (possibly other items too but I know those). You can set her up on online banking and put the app on her iPad or iPhone and she then only needs to enter a 4 or 5 digit code with most banks to view her balance. Even easier with newer devices with face recognition. Generally can also make small payments to existing contacts too. Or she can ring her bank for an up to date balance?

You need to speak to the bank. They will be able to flag her as a vulnerable customer which will mean any bank staff she speaks to are aware, especially important if there are possibly dodgy transactions on her account that they need to speak to her about. This will be a familiar problem and they will be able to find solution that works best for your mum.

No ipad or iPhone, I am making her out to be completely useless, but generally she manages very well. But she is no good with technology and needs things to stay the same, so struggles with her laptop if formats change or displays change.

Sounds like my mum, fine as long as nothing changes. She has never been one for online banking but used to email and buy stuff online. Now she complains these things have been made far too complicated so she won't bother anymore. Mostly she manages with stuff but timelines can get wierd, she thinks things happened very recently but they were a couple of years ago. Sometimes I show her a recent photo and she can't connect me with the person in the photo even though I'm right there. If you had a short conversation you wouldn't realise there was any problem and think she was very sparky for 82. However, if you talked to her for half an hour or so you would find she keeps asking about the same things over and over.