Before the coronavirus pandemic, Irene Priestley, 91, would take a short bus ride to the nearest Santander branch and withdraw all the cash she needed for a month.
But now, confined to her home and without internet access, she is running out of money.
Santander, like all other UK banks, has this week outlined how vulnerable customers like Irene can get hold of cash with the help of trusted family and friends. Some will even deliver cash to your doorstep.
Some bank branches are still open during lockdown, albeit with shorter hours, but customers are asked to go in only if absolutely necessary
However, Santander and other banks have been swamped by a record number of customer phone calls. Irene’s concerned son Geoffrey, 66, says he has been unable to get help from Santander as all lines are busy.
Irene, whose name we have changed, has a cash-only account and no debit card. Neighbours in her Yorkshire village have been delivering food and vital supplies, but she has no way of refunding them.
She was a customer with Bradford & Bingley Building Society for 40 years until Spanish bank Santander bought its branch network in 2008. Her nearest branch is two miles away, but it has been closed for a month. And without a debit card or the internet, she cannot get any cash.
Son Geoffrey says: ‘She has always dealt in cash and did not have a problem until the Government told us to stay in. There must be others. Not everyone goes online and has a smartphone. Why should they?’
Former pensions minister Baroness (Ros) Altmann says it is very difficult to access cash in the lockdown: ‘The reality for many, especially in remoter parts, is that they are used to paying for vital supplies, services or help in cash. Many of these individuals need to know how they can get cash or otherwise pay what they owe.’
Natalie Ceeney, chairman of the Access to Cash Review, also warned the pandemic had ‘significantly quickened’ the UK’s cashless trend.
She says: ‘Digital payments don’t yet work for everyone, and until they do, we are not ready to go cashless.’
Some bank branches are still open, but customers are asked to go in only if absolutely necessary.
Banking body UK Finance has put guidance online about managing money in the lockdown. It says most major banks have dedicated phone lines for vulnerable customers.
Chief executive Stephen Jones has warned anyone wanting to let someone else make withdrawals for them to be aware of fraud and coercion.
UK banks have this week outlined how vulnerable customers can get hold of cash. Some will even deliver it to your doorstep
Santander says customers should use cheque and bank transfers where possible, and never hand over their Pin or card.
It says customers can call its coronavirus line if they need cash urgently. They can also ask someone to pick up cash for them at a post office.
Banking group Lloyds allows customers to give another person access to their account. It says it will carry out strict security checks and cap withdrawals at £100.
Barclays is offering to deliver cash free of charge to vulnerable customers. Temporary third-party access to their account can also be arranged.
Royal Bank of Scotland and NatWest customers can get up to £500 delivered. The group is also giving codes over the phone that customers can give to someone to withdraw cash within hours.
HSBC customers can nominate another person to help manage their money. TSB has a similar scheme and has also sent ATM cards to all those who had just passbooks before.
Building society Nationwide says those needing cash could transfer some to a trusted individual who could then withdraw it and hand it to them.
The Post Office this week launched two schemes that allow people to access cash for vulnerable people.
The Payout Now service sends vouchers by text, email or post, which customers give to a trusted individual to withdraw cash.
Fast Pace allows a nominated person to cash a cheque on their behalf at a post office in one to two days. All UK banks, building societies and credit unions can use the service, but just HSBC has signed up so far.
See the UK Finance guide at ukfinance.org.uk/covid-19-making- payments-safely-lockdown
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