Earlier this summer we arranged to have a bathroom refit. The company has a shop in our town, and  are well-established in other areas. They use the same two trusted local contractors and get good reviews.

We were asked to pay £1000 to the main plumber on the day he turned up to start. I did the online transfer the evening before, sat down to watch a film. A text arrived, phone fraud dept. I thought this would be a routine check, as we had not paid him before.

Over two hours later I was sick with anger and panic. My account and our joint one had been frozen.

The first person, based in Africa, would not accept  I had made this request. I assured him I had.Some routine questions, then he was off on a different tack. What exactly was this payment for, did I have an invoice, had I been to the  plumber's house and met his family (? ) We had done due diligence, having been ripped-off by a builder once, but my assurances fell on deaf ears. 

His manner was so odd and nasty that I feared he was actually a scammer. I whispered to Spock who dashed to the office and transferred l my account balance to the joint account. I told my interrogator that I was really upset, was it my age making him think I was an easy target? He gave a snort of laughter and cut me off. I have banked with them since I was a teenager.

I tried again and got a different person. This one ran through the same lengthy routine, then kept asking if someone was  in the room forcing me to make this payment. He refused to let Spock speak to him. When I asked why he was refusing to allow the transaction he said he thought I was lying to him. He said I would have to visit the branch (closed this year) in person, taking proof. I made a complaint, got a reference number. Meant nothing.Never actioned.

Back online we found both our accounts were frozen. It would take many more words than allowed here  describing the time and hassle to get them unfrozen.No apologies. I then had to get cash out of machines over 2 days to pay the plumber. Apparently not the first time his customers  resorted to this.

Reading Trustpilot was a revelation. Customers, often women of all ages, made to sit through patronising  videos about scams, police summoned by the bank  to lecture them about online safety. Embarrassment when bills can't get paid.

The title of the blog relates to the intense unease I feel now . It's not scams I fear, it's our well-known caring bank. Two cash machines failed to function recently (some blip affecting them all  it turned out) I was sick with fear.

We vowed to move our accounts, until we read  reviews about the world of pain they inflict to thwart that going smoothly. I hate staying with them, but I just can't face it. When I am ill, I am prone to feeling vulnerable, suspicious, even a bit paranoid. I really don't need that, so these scumbags win.

Val

A Moodscope member