Very poor handling of a bereavement case, with serious issues around customer support, verification and complaint handling.
In my experience, I encountered repeated telephone verification failures over an extended period and was effectively locked out of obtaining support. What made this worse was that staff were unable (or unwilling) to explain which specific data field was causing the verification failure, so there was no practical way for me to resolve the issue through normal channels.
Instead of ownership and resolution, I was repeatedly rerouted between teams (including bereavements / client services), which created a catch-22: I could not pass verification, and I could not get enough information to correct whatever was preventing verification.
I also received bereavement correspondence containing obvious data/correspondence errors (including an incorrect salutation), which was extremely distressing and undermined confidence in the accuracy of the records being used.
When I raised a complaint, I did not feel the final response properly engaged with the operational facts or the specifics I had raised (including the repeated lock-out, rerouting, and correspondence errors). Overall, the process felt fragmented, defensive and far below the standard of support I would expect in a bereavement situation.
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