'Why won't Barclays pay out on my Aviva shares?'

More than four months ago Barclays Stockbrokers wrote to the solicitors’ firm where a former partner, now deceased, had been an executor in my late wife’s will. It was about an investment in Aviva and I was the sole beneficiary.

No acknowledgement was received to my query about this, so I phoned to ask what was happening. It said it wanted letters from the two executors, one of whom is dead and the other is my son. My son wrote at once.

That was more than two months ago but Barclays denies receiving his letter. So my son sent another, this time by recorded delivery. Again there was no acknowledgement.

I phoned and was told Barclays Stockbrokers wanted a certified copy of my late wife’s will on which probate had been granted. I sent this but again nothing happened.

Then it said that it wanted confirmation of the second executor’s demise, which was kindly sent by his former office. Barclays Stockbrokers subsequently said it now wanted a copy of the late executor’s death certificate. And so it drags on. I am getting nowhere.

My wife died in 2012. At the age of 84 I want this hassle like I want a hole in the head. Hoping you can help.

AJ, West Sussex

Round and round it went, with the Aviva shares you were now trying to cash in still in limbo. Barclays Stockbrokers said that, as it did not hold an account in your name, it had been unable to complete the original request from 2013 to transfer the shares to you. So they remained in your late wife’s name.

Only with my involvement was the sale of the shares facilitated.

Barclays said the issue over the solicitor had led to some confusion and it took time to correctly identify who had the authority to act as executor.

A spokesman said: “We accept we should have communicated more clearly internally and with Mr J in order to resolve this matter. We apologise for the distress and inconvenience this delay has caused.”

You now have £3,891, which represents the proceeds of the sale, accumulated dividends, reimbursement for loss of interest in the time taken to resolve the matter and a goodwill gesture of £250.

• Jessica Gorst-Williams tackles consumer problems for Telegraph readers every week. To contact her, click here. If you want to ask a general money question, email moneyexpert@telegraph.co.uk. The best of the answers are included in our weekly newsletter