M&S bank wrongly listed Alison Lattimer as DEAD – throwing her life into chaos

Alison Lattimer, of Stakeford, Northumbs, had all her payments cancelled
Post Office sent condolence note to family before ending home insurance
Married Mrs Lattimer left on the verge of a ‘nervous breakdown’ over error
MS bank have apologised and have given Mrs Lattimer, 56, compensation

Steph Cockroft for MailOnline

Published:
12:22 GMT, 3 August 2015

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Updated:
13:38 GMT, 3 August 2015

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Alison Lattimer, 56, from Stakeford near Ashington, Northumberland, was wrongly listed as ‘deceased’ on her MS bank account

A woman’s life was thrown into chaos – and her family were even sent a letter of condolence – after she was declared dead by bungling bank staff.

MS bank wrongly listed Alison Lattimer as ‘deceased’ before cancelling her standing orders, direct debits and credit cards.

The 56-year-old’s home and car insurance policies were also voided, while she was given automatic refunds on her gym membership and contact lenses.

The Post Office, where Mrs Lattimer has her home insurance, even sent a letter of condolence to her family, before ending her payment plan.

The bank has now apologised to Mrs Lattimer for the error and said it has reimbursed her with an unknown sum to cover her expenses.

But married Mrs Lattimer, who works as an analyst at a technology firm in North Tyneside, said the episode has left her on the verge of a ‘nervous breakdown’.

She said: ‘It affects you quite significantly, you do not realise.

‘I am just very disappointed with them, it is not what I would expect from being a new customer.

‘It was a horrible time, I would not like to go through it again.’

The trouble began when Mrs Lattimer, from Stakeford near Ashington, Northumberland, visited the MS Bank at Intu Metrocentre, Gateshead at the end of June to transfer the account she held with TSB.

But, days later, her credit card was declined and swallowed by a cash machine. She was also unable to access her bank account online.

Mrs Lattimer’s family then received the letter from the Post Office. She immediately phoned them to explain that she was not dead – but her policy was then cancelled for a second time on the bank’s orders.

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Boots Opticians, from which she obtains contact lenses, then refunded Mrs Lattimer’s payment, while a letter was also sent to her home address, stating her car insurance would be cancelled.

Standing orders and direct debits, including for her salary, council tax, energy bills, dentist, gym membership and Sky TV, were also cancelled.

Mrs Lattimer said she made several phone calls to MS Bank and the Metrocentre branch in a bid to get the error rectified.

But she continued to have difficulties and was told the bank would be unable to reestablish some of her standing orders.

A letter was then sent to Mrs Lattimer from the Post Office – which provides her home insurance – offering condolences to her family for their loss

An MS Bank spokesman said the error had been rectified and it was working with Mrs Lattimer to rearrange her remaining direct debits

An MS Bank spokesman said the error had been rectified and it was working with Mrs Lattimer to rearrange her remaining direct debits.

They said: ‘We’re very sorry that a deceased note was incorrectly added to Mrs Lattimer’s account, the error has now been rectified and, where possible, we have arranged for Mrs Lattimer’s direct debits to be reinstated.

‘We are continuing to work with Mrs Lattimer to ensure that any issues caused as a result of the error are resolved as quickly as possible.

‘We appreciate that this has been a difficult and stressful time and that Mrs Lattimer has experienced a number of service issues which haven’t been resolved as quickly or efficiently as they should have been.

‘MS Bank sets very high standards for customer service and we apologise that the service experienced fell below standard on this occasion.

‘Mrs Lattimer’s account has been credited to cover the costs incurred as a result of the error and we have also offered her an additional sum by way of an apology for the inconvenience caused.’