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Raw Deal: Customer’s warning on lost money

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Claire Graham is urging others to update their old bank account details after £7,500 of her money vanished.

Claire, from Glasgow, came across a box of old papers in February which included a passbook for an Abbey National savings account. It had been opened in 2001 and in 2009 it was showing she had a balance of £7,521.

The Abbey National was taken over by Santander in 2010 so Claire contacted the bank to chase up her money.

“I explained to them that the period of 2008 to 2009 had been very stressful for me as my husband had died very suddenly and I had to deal with all his admin, and thus the reason for my losing track of a passbook belonging solely in my name.”

Claire was shocked when she was told that the account had been closed.

After getting no joy from Santander, Claire approached Raw Deal. We asked the bank to investigate but it insisted nothing further could be done.

Santander said: “We can confirm Mrs Graham closed her account in November 2009. Where an account has been closed, we are only required to hold paperwork for seven years and are unfortunately unable to confirm where Mrs Graham transferred her money to.

“We have provided her with £100 as a gesture of goodwill.”

Claire insisted she did not close her account and is now considering lodging a case with the Ombudsman.