The Weight of Silence

Even as I wake, I do not feel good. Heavy yet empty at the same time. Absence is its own weight. Some days are less awful; I acquire some motivation, some minor inspiration, but it doesn’t last. Being awake is a trudge, a chore, a constant battle to move through actions and events without dwelling on the reality of my father’s absence. The silent phone, empty of the details of his day-to-day movements. The stories and memories no one else will ever care to know. The knowledge that I have lost the only person who knew me my whole life, the only link connecting all the different versions of me, the only person who contextualised my life through the history of his own. I am an orphan now. Rootless and alone without anchor. That knowledge is constant, the fact immutable. How do people live like this? Immobilised in a steel trap of the unchangeable. I am vulnerable in a new, disorienting way. There will never be a safe space, a home to go to. No port in the storm. No one to tell me it’s alright. Nowhere to hide from the world, should the need arise.

The irony is not lost on me; I loathed my father’s house and refused to take refuge there even when I probably should have. But it was there, just the same. A security blanket for the worst, my choice to eschew it at least a partial declaration that things really weren’t that bad, honest. But the door was always open. And now I’ll be opening it just a few more times to silence. No rustle of slippers or blaring television. No cricket scores or canned laughter from old sit-coms. No cork being popped, oven turned on as I crossed the threshold straight into open arms and nonsense jokes, the ancient catchphrases he carried from his own childhood. Just more of the emptiness that follows death.

That silent phone that used to buzz over and over as we shared jokes, made plans, spoke for hours about every silly detail of our days. That would always be answered, even in the middle of the night, even after a bitter row. The only number I know by heart. The number I would call every time I lost my purse or needed help converting pounds to kilos. Now I lapse into myself, waiting for nighttime, when I don’t have to pretend anymore that I’m okay, that I’m myself, because I’m not. Just words and actions to fend off reality, empty conversations because I have nothing to say.

I lost my father piece by piece; dementia chiseling away at the bright, sharp brain that he loved to keep busy. I took time to accept the realities of no more home-cooked meals, no more birthday cards. At least, I thought I did, but the losses seem fresh anew, as if part of me at least held back some hope that one day Shanti would reemerge fully formed, nattering about his latest bargain from Marks and Spencer and the state of the Sri Lankan cricket team, planning his next group theatre trip and organising his cricket club AGM, taking me out to dinner while fielding phone calls about umpiring schedules. That denial is enjoying biting me in the backside. One does not come back from dementia, but while he was alive I could still believe it wasn’t a one-way path. I’d say I was foolish, but actually I’m glad. I wouldn’t wish the reality of his loss upon myself for a single extra second.

We lived in an odd mutually dependent symbiosis, but it suited us, as it suited us to choose our homes based on our own needs rather than each other’s, the phone bridging the distance instantly. The lack of proximity, our independent lifestyles, made our relationship a choice, not an obligation. That was something special. When that fundamental parameter shifted with his illness, I was resentful, as I am now. I had not given consent to let go of how things were, how we were, as I have not in his passing. Something that had been mutually negotiated now out of my hands, leaving me powerless and alone. So very, very alone.

My father was one of the last of his generation, outliving most of the friends and relatives who made up his story. I thought I understood how lonely that was but I don’t think I really did until he left me with my own story rent and broken. Unsubstantiated. What use are memories when only you remember? What use are traditions once there’s no one left to keep them with?

Now, as he has gone, I too am eroded. There’s no one to tell stories about my childhood, no more conversations where we laugh as I correct him about whose class I was in and who I fell out with when. No one to know or remember all our silly little things, like the time my dad got in a huff and stormed off in downtown Colombo, or our nighttime drives down dark winding Wiltshire countryside roads singing along to musicals on cassette after cricket matches. No one will understand our mutual contentment as we sat quietly together reading at the swimming pool at the Mount Lavinia Hotel sipping our beer, or enjoying lazy afternoons at my auntie and uncle’s house. These and their endless array of friends are now consigned to the vestiges of my mind alone. All these things no one will ever know or care about that I’m left to carry.

These things now exist only in my head, they are meaningless to anyone else, boring and irrelevant. The part in the conversation where people laugh politely and move things along. Everything is empty and bleak, a void of other people where I bounce unseen off the sides, clinging to my silent phone, wishing with all my heart for that familiar hand to reach out and hold mine.

No, I do not feel good. It will be a long time before I’ll feel close to good again.

How HSBC abused an exhausted, overstretched caregiver

Ten hours of phone calls and all I got was spite and incompetence

Yes, a financial institution can be abusive. And not just randomly abusive (although HSBC are that too), but personally, aggressively abusive in a targeted and manipulative manner. You know when you go on public transport and you see those ‘our staff will not tolerate any type of abuse’ signs? I’m pretty sure that every HSBC call centre that picks up from the UK has an “abuse any customer who exhibits stress or frustration, finds fault with the company or threatens to make a complaint” signs.

Today was by no means the first time I’ve experienced abuse and bullying behaviour from HSBC but it has to rank as the most egregious. As a primary carer my life is, to be honest, nightmarishly admin-heavy and stressful. I feel like I have two full time jobs. Checking in with my dad daily, coordinating his care, cleaning, medication, doctor and hospital visits, paying his bills, staying on top of his admin and keeping abreast of his social calendar are all tiring, time-consuming and not how I had planned to spend my 40s. Looking after him affects my work, personal relationships and mental health. I (like other carers including parents) am now never able to be fully ‘off’ which takes its toll psychologically. Interruptions to my own schedule are regular and frustrating – I can’t even switch my phone off on holiday in case my dad needs something. And of course, like other carers I am perpetually beleaguered by other people’s ‘advice’ on what a terrible job I’m doing.

While this kind of judgmental bullying is frustrating and upsetting enough in person, using a position of authority in a financial institution upon which I, as a carer, depend on for accessibility and transparency in dealing with my father’s affairs is a special low. HSBC have not only been horrendously irresponsible in their management of his account since I took over as POA, they are now resorting to threats and intimidation over the phone when called out for their incompetence. Their atrocious security and account management breaches include sending debit cards and PIN numbers (yes, plural) to the wrong address and with the wrong name on them and offering misinformation and incorrect advice, the consequences of which have cost me hours on the phone (approximately ten to date) to try and resolve. When highlighting their failings and requesting to submit a complaint, the smug, cocky and utterly self-righteous advisor threatened me outright, saying I clearly wasn’t able to manage my father’s affairs and he would request a review of my POA because he “had the power to do that.”

So – this company sent out cards incorrectly three times. The first time involving a fraud offence which I had to report to the police (more carer POA nightmare paperwork). They then advised me that they could update my address for my POA card to a US address – which I did, assuming they knew what they were talking about. I subsequently discovered that not only had another two sets of cards and PINS been sent to the wrong address, but that they put my father’s name on my US address, not mine, so now he is liable for tax as a US citizen (which he has not nor never has been). Error after error after error. Yet, according to this chap, speaking on behalf of HSBC, I am the incompetent one.

It gets worse. This gentleman – whom it has taken me three hours, five phone calls and six different departments over the last 2 days – to reach next tells me this can only be resolved by my father filling in a paper form and taking it to the branch. I explained politely that he has dementia and I’m currently abroad. He insisted that “someone must be able to help him with this,” exhibiting zero understanding or empathy of the complexity of being a solo caregiver living in another country and trying to retain some semblance of a life of her own. My father has chosen to live somewhere he has no family. This is legally beyond my control. This man’s assumption that I can just magic someone up to fix the mess his team made is absurdly arrogant. Yes, I can arrange for his daily carer to do this, but I have to pay for extra time and she has to be able to fit it in with her other clients. We don’t all live in some multi-generational sitcomesque circumstance, you presumptuous prick.

This man also made strong inferences reverting to the base assumption that as his daughter I should be with him all the time or I am an unfit caregiver unworthy of a POA. How much of his assumption may or may not have come from my gender and South Asian name I do not know, but imagine speaking to someone like that in a professional capacity? The utter inappropriateness, rudeness and outright insulting lie has me sick to my stomach. If I was doing such a terrible job, how have I caught all the errors HSBC have made with my dad’s account (including allowing over £1,000 worth of fraud to occur – all of which I did the work to get back) that his enormous team of banking professionals allowed to happen and did not flag? The hypocrisy is enraging.

This is not the first time an HSBC advisor has spoken down to me, tried to undermine me and insulted me to my face. It seems that when dealing with a POA this is their first resort (again, I see a corporate mood board). At the first sign of frustration staff immediately hang up the phone on customers, yet they are allowed to patronize, lie, insult and threaten to their heart’s content with absolutely no consequences as HSBC UK has no proper complaints policy. They have no phone or email for complaints – you must take the time to write and mail a physical letter about the bad things they do because they know no one has that kind of time – and never, ever call back when they say they will. Professional to the hilt.

To return to today’s unpleasant individual, not only did he insult me repeatedly, claiming the address error was not their fault because “it just happens sometimes with POAs – you were unlucky” and saying “you should have known this could happen” when their advisor never gave me that information, he also showed a shocking level of disrespect for my father. I explained his illness multiple times, and that it would be confusing and potentially traumatic for him to have to deal with this, even with help. Imagine being asked to confirm your citizenship and tax status after living the UK for over 50 years if you’re mentally unwell. The ridiculousness and insultingness of the situation is so infuriating and upsetting. I offered to fill in the form myself by email and send it back to them but that wasn’t acceptable to him. Absolute zero empathy showcasing his acute ableism.

This individual and the organisation he represents pose an active threat to the mental wellbeing of their clients, particularly caregivers and vulnerable people. Being spoken to in this way after a long day of doing someone else’s admin can feel gut-wrenchingly cruel. You are doing your best, trying so hard, you know you haven’t done anything wrong but the calculated barb that some pathetic jobsworth chucks at you to cover their own arse still stings, spitefully adding stress to an already exhausting situation. And forcing vulnerable people to complete unnecessary tasks that may be challenging for them due to your own administrative errors is pretty gross and actually quite inhumane.

I suppose if your organisation is that pathetically incompetent insults and threats are all you have to arm yourself with. Nonetheless, HSBC is not a safe place for carers or those being cared for. Unfortunately I can’t move my father’s account – at least for now – but I’m getting mine the hell away from these bullying, intimidatory people and I highly suggest that anyone caring for someone vulnerable (or actually just anyone) do the same.