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Halifax charges - Rude Staff

andreahh24 Avatar
8y, 10m agoPosted 8 years, 10 months ago
I called Halifax yesterday to find out where I stood on some charges applied to my account.
Sky billed me on a new day and I did not have the cash in my account so I got a £35 charge.
I called the Halifax just to ask some advice and the guy I spoke to was insistant Sky must give me the money for the charge and it's not Halifax's fault etc etc.
He told me I needed to have the £35 in my account on 12th March so I asked him if I could ask him what I could do in my situation.
I explained that I had just come out of hospital, can not walk and my partner had to unexpectedly give up work last week. My query was, if it got to the due date for the charges and I had not resolved anything and seeing that my patner now had no income and we are waiting for some financial assistance would there be anything I could do. I was not saying I would not pay, I was asking if the charges could be defered until I was able to get money in my account.
He told me that as I had luxuries on my account (Sky and Paypal) then I would not be given any help or assistance. I told him that I had had Sky for 4 weeks and signed up when I didn't know my partner was going to have to look after me. I told him if I cancelled now I would be liable to pay the whole 12 months rental in one go, so I couldn't cancel. I don't even use my paypal account anymore!!

Then he scoured my account and told me that seeing as I only get Tax credits and Child benefit into my account, I shouldn't have luxuries such as Skyl!!!
I have Multiple Sclerosis and do not work, so I told him that I am part of a couple and my partners money is also mine so actually, before last week I had a lot more coming in. He told me he is only dealing with my account in this instance.
When they gave me a credit card 3 months ago they didn't mind taking my partners income into account back then!!
My complaint was never the charges they were putting on my account but I was only asking if I could have some time to make sure I could pay.
Now I feel like appealing the charges as he was very rude and patronising.

Does anyone else think that this man was out of order to tell me what I should and shouldn't buy with my own money?
Thanks.
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andreahh24 Avatar
8y, 10m agoPosted 8 years, 10 months ago
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#1
Yes totally and don't leave it at that. Did you get his name ?
Make a formal complaint in writing with all of the details. Complain to their H/O and also copy the Branch Manager.

I'll try and find you some links.

Not the first time recently I've heard bad things about the Halifax, strange really.
1 Like #2
From Halifax online :)

How To Complain
If you have a problem, we can help

We aim to offer you the best possible service, but there may be occasions when you feel you have cause for complaint. If so, we will always try to resolve the problem quickly and to your satisfaction. If you are unhappy with our response, you can take your complaint further through our complaints procedure.


Where you first make your complaint

We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within 5 working days who will reply.

Often the people you first raise the matter with are able to help, but there may be occasions when a specialist area needs to be involved. If you don't know who to contact, you can:

Telephone Customer Relations on 08457 25 35 19*
Contact us using Textphone if you have a hearing impairment on 08456 00 17 50*
Write to us at: Halifax, Customer Relations, PO Box 548, Leeds LS1 1WU
Fax us on 08451 28 13 85*
Our lines are open between 9:00am - 5:00pm Monday - Friday (except Wednesday when they are open from 9:30am).

We will then arrange for the right person to look into and respond to your concerns.


If you are still not happy

In the unlikely event that you remain unhappy, you can ask for your complaint to be referred to a Customer Relations Manager for further review. If you are still not satisfied after the review, you can, at this stage, ask the Financial Ombudsman Service to help, or for service-related complaints about Halifax Estate Agencies Limited, the Ombudsman for Estate Agents.

Halifax fully supports and is a member of both the Ombudsman Schemes. These are impartial and conduct independent investigations.

Following our complaints procedure does not affect your legal rights.

Ombudsman addresses

For most complaints about Halifax products and services:

The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
LONDON
E14 9SR



Telephone: 08450 80 18 00*
Email: [email protected]
Website: [url]www.financial-ombudsman.org.uk[/url]
#3
Thank you.
I did get his name. He was at the Leeds call centre.

This has surpassed the time someone at the call centre booted me out of my own online account and gave it to my partner who had used the same e-mail address??!!
#4
Make sure you tell them also that you have special needs, it will carry some weight, especially if they start asking you to resolve at Branch level.

Be polite but firm and don't take any waffle from them. Make sure you are happy with any end result you might want.

Good luck and take care of yourself :)
#5
OMG - Cannot believe how rude some are, at the end of the day you are the customer - i.e. his bread and butter!

Could it be that possibly your call was recorded therefore being a usefull tool if yu decide to make a complaint or take it further?

Hope things start to look up for you and good luck.
#6
you can cancel your sky subscription without paying any penalties on the basis that your partner has lost their job and you can't work either.
Its a valid reason, read their general terms & conditions, its very explicitly written there.
#7
Bloody hell! That is totally out of order, its up to you how you spend your money!
#8
kelly_o_fanatic
Bloody hell! That is totally out of order, its up to you how you spend your money!


Ahh now I remember, you too had trouble didn't you Julia ? Wasn't it Halifax that lied to you and overcharged you on B/Transfers ?
#9
halifax are terrible they decalred me bancrupt once when i was 16 then again when i was 17, as someone in my town had the same name as me! I complained and complained they never did anything!
#10
definately complain. i work for a bank and we have a similar problem with some advisers. all calls are recorded when you phone a call centre, so they can easily re-listen to the call, especially if you give them the date and time of the call along with the number you called from. Tell them you understand the charge is your fault, that you will pursue Sky for reimbursement, but you want an apology and some compensation for distress & inconvenience. tell them you will be looking at moving your accounts and taking this to the ombudsman and Watchdog, especially after the slating they received in the last Watchdog Banking Survey.

Don't give up until you are happy with the result. They have failed to provide a service and to treat you with care and respect
#11
Thanks everyone. I did wonder if maybe I was overly upset about this but I will definately complain now.
No idea what I want compensation wise...obviously a big wad of cash would be lovely....lol

I really am considering moving accounts actually as I have received so much attitude from those at Halifax.

Another thing that happened a few months ago was...I have the account where they will not let you use the counter at all so the woman told me to use the deposit box. I explained I NEEDED the money straightaway as I was going food shopping that afternoon. She said it wouldn't take long to go into my account. Then when I put it in to the machine it said it would take 8 days! They asked why on earth I would put mney in my account if I needed it...I asked her if she would feel safe walking around with cash in her pocket in these times (plus I am really good at losing things!) After much complaining and disbelief that I now had lost my money they offered to open me up an account where that wouldn't happen and I could get immediate access to my money,so I sat there for an hour signing forms etc. Then the funny part came when they asked for a £100 deposit.... I smiled at the lady and said 'it's actually residing in your cash machine at present.
They have since sent me a dozen letters asking for this £100 deposit, I have ignored them all.

Where should I bank in future? I heard Lloyds TSB are good?
#12
hottoshop
Ahh now I remember, you too had trouble didn't you Julia ? Wasn't it Halifax that lied to you and overcharged you on B/Transfers ?


Yup, also had other problems.

Cant remember what it was, but dad had a problem and they wouldnt do anything about it, wouldnt let him see a manager, told him to leave the store because they couldnt do anything to help and he was in the way. Dad got REALLY annoyed, which is very unlike him, so must have been bad!

We thought it was just the branch, because we didnt have any problems with the old branch. Looks like its just that halifax are spending less on staff training than they used to!
#13
andreahh24
Another thing that happened a few months ago was...I have the account where they will not let you use the counter at all so the woman told me to use the deposit box. I explained I NEEDED the money straightaway as I was going food shopping that afternoon. She said it wouldn't take long to go into my account. Then when I put it in to the machine it said it would take 8 days! They asked why on earth I would put mney in my account if I needed it...I asked her if she would feel safe walking around with cash in her pocket in these times (plus I am really good at losing things!) After much complaining and disbelief that I now had lost my money they offered to open me up an account where that wouldn't happen and I could get immediate access to my money,so I sat there for an hour signing forms etc. Then the funny part came when they asked for a £100 deposit.... I smiled at the lady and said 'it's actually residing in your cash machine at present.
They have since sent me a dozen letters asking for this £100 deposit, I have ignored them all.

Where should I bank in future? I heard Lloyds TSB are good?


I had that account, changed it recently. Your money is good enough for them to take, but they cant even be @rsed speaking to you. Yet they waste time trying to pressurise people into taking out insurance/mortgages/new accounts that they dont want!
#14
kelly_o_fanatic;1643731
Bloody hell! That is totally out of order, its up to you how you spend your money!

Agreed it is up to them how they spend their money, but understandably (IMO) the bank gets concerned when they are spending money they don't have in their account. In this case it seems that concern was expressed in a completely unacceptable way; It sounds like the OP is someone who understands and takes seriously their financial committments so it is completely out of order for the bank to have responded in the way they are reported to have.

Before complaining I would try phoning up again and speak to a supervisor and see if you can get your initial problems resolved. Also complain about your previous treatment by a member of staff, but try to sort out the immediate problem first.

Hope you get it sorted. Good luck!
#15
I'm with Halifax as well and totally agree they are terrible! I wrote a letter to see what bank charges I have incurred over the years (been with them for 16 years!) in order to reclaim. It turned out I had only been charged twice (£70) so they sent me a letter saying they will give me £30 as a good will gesture (small print stated that I would not be able to have any future charges reimbursed) and I didn't need to do anything as the money would automatically go into my account within 7 days. If I refused the terms I had to contact them to say so. The money went into my account the day I received the letter so I couldn't do anything!
#16
erics
Agreed it is up to them how they spend their money, but understandably (IMO) the bank gets concerned when they are spending money they don't have in their account. In this case it seems that concern was expressed in a completely unacceptable way; It sounds like the OP is someone who understands and takes seriously their financial committments so it is completely out of order for the bank to have responded in the way they are reported to have.

Before complaining I would try phoning up again and speak to a supervisor and see if you can get your initial problems resolved. Also complain about your previous treatment by a member of staff, but try to sort out the immediate problem first.

Hope you get it sorted. Good luck!


It wasn't that I didn't have the money in the account. Sky took the money on the wrong day. I would never have no funds if there was a DD going out and if they had taken it on the 7th like before there would have been no problem.

My situation was sprung upon me. I didn't realise I would be this incapacitated and did try to cope when my partner went to work.
Once I had fallen down the stairs and hadn't been able to feed my young son I called my partner who had to come home straightaway.
I will have the money as we have had to apply for temporary income support until things are better, but this was only a blip and in a couple of months time things should be fine. I was only asking the guy if he would wait a few weeks til he applied the charges but he launched at me tellling me I had luxuries on my account and should not have.
#17
It's disgusting that this guy thought he had the right to make judgements on how you spend your money. The fact that he was going through your personal bank info to back up his own opinion is wrong.

As for who is at fault, I would phone Sky as them taking money on the wrong day seems to be the issue. I doubt they will pay your charges but they may give you a couple of months free subsciption.
#18
andreahh24;1644139
It wasn't that I didn't have the money in the account.

but you said earlier:
Sky billed me on a new day and I did not have the cash in my account

If you had the money in the account what was the charge for:?

I assume you are saying you would of had the money in the account if you had the ability to do so, and the knowledge that Sky were going to charge you on a different day. The trouble is that the banking charge was applied by following a rule to charge you if you went over drawn and doesn't take into account any mitigating circumstances, which is sometimes very hard to take.

I thought with a direct debit they had to inform you of any changes, including the day the payment is applied for??

The customer service person's approach was terrible and you have good reason to be agrieved at that.
#19
erics
but you said earlier:

If you had the money in the account what was the charge for:?

I assume you are saying you would of had the money in the account if you had the ability to do so, and the knowledge that Sky were going to charge you on a different day. The trouble is that the banking charge was applied by following a rule to charge you if you went over drawn and doesn't take into account any mitigating circumstances, which is sometimes very hard to take.

I thought with a direct debit they had to inform you of any changes, including the day the payment is applied for??

The customer service person's approach was terrible and you have good reason to be agrieved at that.



I said that the problem was I didn't have the cash in my account on that day. The issue is that Sky billed me on the wrong day. So the cash would have been in if I had been aware of the change, which I wasn't. As the man said, it is Skys fault so I need to go to them for reimbursement which I have.

The reason I said what I did is because the issue is not whether I had the money in my account on the 24th but the fact it should not have been taken out on the 24th but the 7th March.

This is a little off topic as the main issue is that the guy seemed to think he had the right to judge me and my finances when Sky were the ones at fault and not myself. I don't think he had the right to speak to me like that at all, especially when I have only had one other failed DD in 20 years of banking with them.

Another issue is that they charge £35 when it actually costs less than £2 in admin fees, so even if Sky didn't do anything I could still appeal on these grounds. I was not going to pursue this course of action but after the shoddy treatment I received I am very tempted!

Thanks for your input.
#20
Sky have given me £20 by way of an apology...

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