What to do if your bank can't help
If your bank are unable to help, we recommend setting up a new basic bank account with a provider you don’t have any debts with and paying your income into this account. You’ll need an account that has no credit facilities. Your new provider may perform checks to confirm your identity but don’t worry; there should be no need to perform a credit check with this type of account.
Although it’s extremely rare, banks can use the 'right of set off' to take money from your account to pay your debts if you've fallen behind with your payments. This includes your overdraft, credit card or loan payments if they're with the same bank.
If you're struggling to make payments to your debts, and your bank is unable to offer any help, you need to make sure that you prioritise your household bills and living costs, and make sure your income is available to you without the bank taking it first. By opening a basic bank account elsewhere, you'll be in control of where your income goes, and how you budget your money.
Credit unions are also an alternative to high street banks worth considering, as they offer accounts to people on low incomes or who have a poor credit file. This means they can be a better alternative if you're already struggling with your finances.