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Charges being added after borrower's death

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Hi, I am in the same predicament. My former husband died July 2012. I telephoned NatWest to find out whether I had to continue to pay the mortgage and they said I could not as the account was frozen and closed. At that stage I did not know if there was a life insurance policy which was up to date. Unfortunately he stopped paying it. So after many many letters asking for the redemption figure and a visit to the bank (I live in Canada so had to pay for a flight), they still would not speak with me. They are still adding charges, even though they said it was frozen. They have held up probate and I finally got the financial ombudsman involved. They have now written to my former mother-in-law via a solicitor to find out what is happening to the estate!!!! Very frustrating.

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Who are the executors of the Will - they would be the ones to contact the bank in respect of this.

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Who are the executors of the Will - they would be the ones to contact the bank in respect of this.

I am the executor of the will. I provided Nat West with everything they asked for (Bereavement and Estate Teams). They forwarded on everything to the Mortgage team in August 2012 and advised that that department would be in touch with me. They never did. By January 2012 the Bereavement Team had forwarded on several emergency emails requesting the redemption statement and contact with me. They never did. By March I telephoned the Bereavement Team (as you could never get hold of the Mortgage Team), and said I had had enough and was going to the Uk (I live in Canada) to sort it out. The Mortgage Team advised them that I needed to go the Branch and fill out forms and give them original wills, death certificates, my passport, etc etc. This I did. I then sent a letter of complaint to NatWest about this and again requested the redemption statement. I had a response back saying "as they could not prove that I was the person to talk to they would not deal with me" !!!!!!! So I contacted the Financial Ombudsmen. I finally got probate (difficult when you dont know how much you owe, if anything, on a mortgage) and sent them the forms. They since wrote to the deceased's home address and asked what was happening with the property!!!! I have since telephoned the solicitors but again they seem very slow on the uptake.


In August of 2012 I telephoned the Estates Team and offered to pay the mortgage. They said I could not as the account was frozen and closed. I have since obtained a statement (via the deceased mother) showing they they have added 13,000 pounds of interest. I just dont know what to do.

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Firstly I am sorry to hear of your loss, dealing with both the loss and the resulting formalities is very stressful.


Secondly, it may be time for you to escalate your complaint further within the Royal Bank of Scotland Group. In your situation, I would write directly to the members of the board (via their head office address), the details of the members of the board and the head office address are both available via the rbs website.


Whilst given the circumstances this should not be necessary, it is clear that no progress has been made by the mortgage team.



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