UPDATE 11/09 - Email received stating that they will not release the funds from the account for my grandads funeral costs, taking 5days to state that unless I send them the death certificate, and detailed quotes for the full funeral costs, they cannot help any further.
Rather than releasing these funds 3 weeks early, they would rather customers obtain loans and debts instead of using their OWN money.
Staff are rude, invasive, and inconsiderate. Absolutely disgusting behaviour from Oaknorth.
Currently hold 3 notice accounts with Oaknorth, due to unforseen circumstances on Sunday after the unexpected passing of my grandad, I had to contact Oaknorth to request the immediate release of the funds from one of these accounts.
To note, I had already made a request on the 90 day notice account for release of its funds for October to accommodate some home improvements. This is now on hold due to the passing of my grandad, and these funds are now required to contribute to the funeral expenses ASAP.
Oaknorth took all details by phone, told me to send proof of the balance on my current account to prove these funds are needed. I sent this across and they told me it would be reviewed and someone would email me, I then get an email stating they additionally want 3 month bank statements, and a death certificate for my grandads death. I explained to them that not only is this a deeply private and confidential document but that it's been less than 48hours and they are still establishing the cause of death. I sent the 3 months statements.
Another day passes, and I recieved a call from Charlie Parkinson, another customer service agent, who began asking me about my grandads death, saying they want his death certificate to ensure it's legitimate request, not understanding that this man had literally brought me up, and has suddenly died less than 48 hours ago, continuing to demand a death certificate stating it will likely be denied without it, this person was significantly rude and invasive.
He then tells me it now needs to be reviewed by a senior manager and that they will let me know by email.
I wait another day, to recieve an email stating the request will be reviewed by a senior manager, which I'd already been told 24 hours prior.
We are now into day 4, no decision has been made, no response, and a funeral to arrange with no funding until this is sorted.
Absolutely disgusting from Oaknorth, I understand these accounts are notice accounts but given the circumstances, and the fact it is due to be released in 3 weeks anyway, I am astounded by the lengths I am having to go to, to access my own money.
I will continue to update this review.
