Big firms MUST change the insensitive way they treat bereaved families
Posted: 24 Jun 2015, 07:19‘When mum died, Lloyds made the grief even harder to bear
Close-knit: Money Mail writer Victoria Bischoff and her mum Julie, who died in April
- When Victoria Bischoff's mother Julie died in April, Lloyds were unhelpful
- They made her call automated service and sent computer-generated letters
- An insensitive customer service adviser asked a series of intrusive questions and didn't know the rules about credit card debts
- Other organisations such as the local council were much better
Mum had been a customer at Lloyds Bank for around 25 years. The staff in her local branch in Coventry knew her well, so they had recognised me the moment I came through the door.
The woman behind the counter went pale. ‘You’re Julie’s daughter, aren’t you?’ she said. ‘I know what you’re here to say.’