La Caixa - Bankia Merger - Unable to access account to change address

Hi Donald,

Many thanks for your clear and detailed explanation - it saves so much time, instead of having to ask umpteen questions to get to the nub of the problem.

You say that when your relation opened their account back in 2008, a mobile number wasn't required - have they since provided their bank with a UK or Spanish mobile number?  I ask because, when we opened our account with Sabadell in 2016, it was no problem until we wanted online banking and then they wouldn't accept my UK mobile number, so we had to get a Spanish SIM for my husband's phone.  Just a thought.....

Kind regards, 

Kim

Hi Kim,

Thanks for replying and suggesting the SIM card option, this could be a solution if he/we ever get to speak to someone. Thanks also for recognising the attention to detail in the post. 

However, you have just highlighted a "chink in my armour". I should have pointed out that when my relation was trying to notify the girl in Bankia about his change of address, he was also trying to highlight to her that Bankia did not have any phone number for him on file, therefor there was no point in sending an SMS message to him as it would not be received anywhere. 

I've come to the conclusion that, the telephone handler got frustrated for some reason and ended the call before anything could be resolved. He was trying to ask her to update his file to include his now obtained mobile no which in turn would have solved the problem. Hope that makes sense!

I can only put it down to the now stereotypical view from a (British perspective) of Spanish customer service. My relation worked as an economist for a major, world renowned oil company. He is accustomed to being diplomatic, patient, solving problems whilst being quietly assertive.

Sometimes people just won't assist. Just like the example you cited a few weeks ago when you and your husband went to a bank and then walked away from a frustrating situation.

If you can think of anything further, don't hesitate to share your thoughts.

Thanks again Kim.

Regards,

Donald.

PS: Well done in getting a reply so quickly from HM Government.

If possible, I think it would help if in the first instance you made an appointment to go personally to the bank armed with any and all paperwork, including, if possible, a POA authorizing you to attend to matters on his behalf. Without this you won’t  get very far as I can personally attest, having recently tried to action something os behalf of my mother who is now in a Residencia.

To re-gain access to a Bankia/Caixa bank account you have to physically go into the relevant office of the account holder (one office cannot alter another office's account details).     When my late husband and I moved from one town's bank office to another town we had to have the original account cancelled and another opened at the new office.

Thanks Golandrina,

I suspected as much, I was hoping, rather than expecting that someone could come up with a golden nugget of something I had missed.

Thanks for taking the time to respond.

Thanks Stephanie,

Thanks for taking the time to reply.

Going down to Spain was always a last resort. The account holder currently has some health issues and he's reluctant, understandably, to travel.

I take immuno suppressants, as a result, I will not be taking any chances, regardless of what HM Government reports. (In Jan Van Tam I trust).

Thanks yet again.