Prudential woes

[Borntobeamum]

My DF passed away recently and DM has had to go into care.
I have LPA and have sent the documents required to Prudential in order to access my Mums money to pay for dad’s funeral and the care home.
I phoned to request funds to be transferred to the bank account on file and they refused to as I’m a 3rd party.

What was the point of lodging the LPA with them - DM is unable to speak in the phone to them unfortunately so what am I supposed to do?

They’ve sent forms to fill in but they are not user friendly and I’m not convinced I’ve filled them in correctly.

This has been so traumatic- all I want is to access the money that is Mums. I’m not wanting a mortgage from them FFs!

Complain in writing. Mention all this and that your DM is distressed and worried and is a vulnerable person. Also throw in that you've been inconvenienced re the money not being available.

It's shocking that you have been treated that way.

The Pru in a total mess, be prepared for it to take far far too long.

I would phone again, use the words, I want to complain - it then starts a chain reaction. It may speed things up. It may not! Ask to speak to a manager, or to have them listen to your complaint. It’s a legal requirement how you are then dealt with.

sorry for your loss.

Thank you for your replies.
DM is awaiting a dementia diagnosis and unfortunately keeps forgetting he loving husband of 65 years has died. My heart breaks every time I see her and she mentions what they will do when he’s better.
My grief is on hold and my mental health is really suffering. All I want is to pay what we owe…. I’m so stressed with it all 😪

Is it perhaps the diagnosis/doctor confirmation that’s the issue? What does your LPA actually say about when it comes into force? Some power of attorney documents only come into force once the donor has lost capacity, which needs a medical professional to confirm.

Someone there should be able to talk you through filling in the forms they’ve asked for.

to be honest there is generally a bit of leeway given when it's a bereavement and the spouse is also elderly - unless of course it's big bucks.

I really feel for you being unable to grieve yourself whilst having to deal with all this. As PP said previously, you can have this logged as a complaint by calling, but equally it can sometimes feel easier to get it all on paper. If they wont pay to what they believe is a third party account, is there any way you could have access to your mum's account or pay in a cheque? It shouldn't be the case, but it can sometimes just depend on who you get on the call at the time.

It is completely unacceptable to have your DM waiting for this payment. Sometimes sending your complaint to the CEO instead of the general complaints area can help.