Chris Evans, Voices Columnist
A few weeks ago, we highlighted the issue of UK banks leaving expats high and dry by closing accounts with no notice. The numbers who made contact to say it had happened to them were truly horrifying.
The power of social media showed itself as messages came in from different countries ranging from the US, to Australia, to Portugal, and, of course, Turkiye. I know some banks have now made immediate changes.
At the very least, anyone affected should receive a SMS asking them to contact their bank. It’s a small, but welcome, step.
There are always difficulties with switching bank accounts, especially across borders. I should
know, I’ve had to do it in each of the 10 countries I’ve lived in.
The most important issue to many expats is having pensions paid into the new account. It should be easy. In some cases, it possibly is. I’m yet to find a source who has had a perfect, hassle-free experience.
The Department of Work And Pensions are friendly and try their best. The timetable for changing things isn’t the quickest. It takes 3 to 5 working days for the details to update on the system.
A computer outage, as experienced recently, would extend this further. The other delay is out of the DWP control. It takes another 3 to 5 working days for the money to be paid to an overseas bank. Even the DWP only know it hasn’t been paid when it bounces back to them on day 6.
As such, monitor when you think the funds will arrive and call them back if there’s no sign of them.
The IBAN, for example, is a very long number. Mistakes happen in ensuring it’s either read or heard properly, even when it is repeated back. It seems to be the biggest issue. It is an understandable error we can all accept, even if the stress of not receiving a payment is overriding when you’re picking vine leaves from your garden to live on.
Mostly the mistakes are easily resolved, even if it means a few more days delay. Sometimes, though, they become unforgiveable as confusion reigns.
One of my sources is climbing the walls. Birthday celebrations were cancelled and only the help of the local shop has kept things from requiring Sir Bob Geldof to launch a fundraising concert.
I’ll throw the only amusing part of the mess in at this point. Michael from Northern Ireland was, apparently, one of the most helpful at the DWP. He even took the line, “You’re taking the Mickey,” with good grace and a laugh. Clearly, someone who understands the stress of those on the other end of the phone and deals with it in a friendly manner. It can’t be easy when you know every call is going to be a complaint on some level. There are those who deserve a pat on the back and a thank you.
When things go wrong, especially when there are several moving parts involved, they can go spectacularly wrong.
My source allowed me to sit with him during one of his conversations. The DWP representative on the other end was informed I was there. Apparently, the first payment was rejected because it was paid in sterling and not in the local currency. The second was refused because it was sent in local currency and not sterling.
At this point, things began to stink. The next excuse was concerning. Apparently, he was dead. I felt a little uncomfortable sitting next to a ‘ghost’. There was no explanation as to why the computer had thrown up the surprising piece of news.
“We’ll expedite the payment. It will be with you on Thursday.” It wasn’t. The excuse this time? “I have never seen that code number. I don’t know what it means. I’ve sent it to our banking team. They’ll get back to you in two business days.” Are you shocked, four days later, when submitting this article, there has still been no call?
My source is missing two pension payments. That’s enough to make all of us spit our coffee out. I contacted the media department. They requested a copy of the previous article and my phone number so we could discuss a quote from them. All was supplied. Despite several more attempts to contact them, there has been no phone call. It seems a common thread at the DWP.
All I can advise, from what those affected have said to me, is to contact the DWP as early as you can. In the majority of cases, this will prevent any late or missing payments.
It will also give you a chance to prepare for any potential problems. It isn’t the DWP’s fault the UK banks have left people high and dry. Sadly, it places the spotlight firmly on them and they take the brunt of stress and frustration as they try to resolve issues caused by others.
The UK International Pensions Service can be contacted on +441912187777.