‘Banks won’t let me have my money’

My suspicion is that both banks are making access difficult because they do not want me to transfer my money out of the UK. The only option is for me travel to the UK and appear in person at a Barclays and Santander branch and show my ID.
Tim Rogers, Kennedy Town, Hong Kong

During Tim’s multiple calls to the banks, he has often been put on hold for long periods, which is expensive when calling from Hong Kong. Both banks have, he says, asked what he intends to do with his money, which he says is none of their business.

The crux of the problem, it seems, is that Tim did not tell the banks before he moved that he would no longer be living in the UK — this is worth keeping in mind if you are about to relocate overseas.

Yet I can see why he wouldn’t. Many banks close UK accounts to those who move overseas. They are entitled to do so, but it can leave expats, including those moving temporarily, without an account in their home country. If you are claiming a pension in the UK this is tricky because some providers will only pay into a UK bank account.

A spokeswoman for Santander says that Tim got in touch two months ago to “locate his two savings accounts and request access to online banking”.

He was told that to enable online banking he needed to update his address by sending a request and identification by fax or post. “The customer was unhappy with this process. A number of complaints were raised and £50 compensation was given for the inconvenience the matter caused Mr Rogers. However, we must follow set processes.

“On review of the case, Santander can confirm that no transfer has been requested. Mr Rogers has confirmed that he is waiting to receive his online banking credentials and will then make the transfer himself. The online banking details were requested and sent on May 18 and should arrive with Mr Rogers shortly. Because of the customer’s overseas address this process takes longer than normal.”

Before contacting Troubleshooter Tim took his complaint up with the ombudsman. Barclays says it will not comment until an outcome has been reached. Tim says he has heard nothing more from Barclays, but has been called by the executive team at Santander and is expecting to receive correspondence by next week. In the meantime, he is still without his cash.

No onshore UK banks will allow you to open a bank account if you are not resident here. One option is to open an offshore account in the Isle of Man or Channel Islands; another is to use a banking app such as Ipagoo, which allows you to open a current account that holds identities in multiple countries as if you were a primary resident in each.

Inferior BT upgrade

I have had a BT phone, broadband and TV account for about three years. Recently BT announced that it was closing down BT Vision and reopening it as YouView. This requires a new “free” YouView box to replace the original one that works perfectly well, with recording and fast-forward/pause facilities. When I called BT I was told that I would have to pay £6 as my level of account only entitled me to a box that would allow me to view programmes, but would not allow recording. BT duly sent me one of these. I have lost out here through no fault of my own. Surely BT should replace “like for like” if it makes any of its equipment obsolete?
Peter Galvin, Hemel Hempstead

Peter is not the only BT customer disgruntled by this. Others comment online that they didn’t ask for the “upgrade”, had to pay postage for the new box, and only took out BT Vision to record programmes.

There are also complaints that the “upgrade” involves ringing customer services, “where they will want me to extend my contract”. BT Visionwas discontinued a couple of years ago, and BT has decided that all customers need to be moved off the older technology.

A spokesman says: “The vast majority of our Vision customers will receive a YouView+ box, worth £199, that will record programmes. They’ll be sent this free and will not have to sign a new contract. A small number of our customers on the old platform don’t have a TV package with us. We’ll usually give these customers a simpler YouView box that doesn’t record, but does pause and rewind live TV, and an offer to take BT TV Starter. In Mr Galvin’s case we’re happy to give him the YouView+ box free, which will allow him to record programmes.”

Don’t hesitate over installing a meter

About the time you published a letter from a flat-owner who had just discovered he could have been on a single-occupancy tariff with Thames Water, my husband died, leaving me the single occupant of our house. When the new water bill arrived addressed to my husband, I rang them to tell them of my loss and request that future bills be addressed to me. I remembered Troubleshooter and asked if I could be put on the single occupancy tariff. I was told I could be put on the tariff only if I had a water meter installed. I felt under pressure so I told him I’d think about it.
Name withheld

Last week a reader, who lives alone, had a water meter fitted and reduced his bill by more than £600 a year. He believes the estimated cost of water he was paying for years before was scandalously high. If you are bereaved you won’t get an automatic discount as a single person, but you should fit a water meter. It is free and will almost certainly save you money. If a meter cannot be fitted, ask to be put on to the single-occupier tariff.

● Write to: Troubleshooter, Times Money, 1 London Bridge Street, London SE1 9GF or email troubleshooter@thetimes.co.uk. Please include a telephone number. We cannot guarantee individual replies owing to the high volume of correspondence