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[MSE Martin]

I was sent an email with the following information. I cannot verify it, so have no weight of knowledge on it, but though it an interesting rumour....

"I know someone who works at HBOS sorting out people's requests to re-claim bank charges. There are some tight FSA regulations about replying to people within so many days of receiving their letter. As they are so swamped with requests the only way HBOS can meet this deadline (and avoid the FSA's wrath) is to automatically decline EVERY request in the first instance. This has been practise for a couple of weeks now."

"I am reliably informed that when this happens all people have to do is ring the number on the top of the letter and politely ask for the case re-evaluating. This will be done almost without question and, while it means waiting another 4-8 weeks, it almost guarantees an offer of around 50% of the total amount. It's up to the customer to argue it from then on. The key apparently is to be polite and reasonable to the person on the phone (after all, it's not their fault personally that the banks make these charges)."

"A trick for anyone who has not yet written to claim is to ask for an answer to a specific question. They will almost certainly not get this answer when HBOS responds and will therefore know the deline letter has been automatically generated, rather than being a specific response having considered the case - as it will purport to be."

Martin

[nicnak100777]

hi there i just recieved a letter from bos yesterday declining my complaint is this when i threaten to take them to court only problem is i've just moved house and lost all my paperwork and can't remember the exact ammount i was claiming. any advise would be great thanks nichola

[bulletooth]

hi,i got a letter from hlifax declining my complaint,problem is i did not complain i asked for my statement's this is just a stalling tactic,rang them explained i only wanted statement's was told could take up to 8 weeks told them that was not good enough so i was told i could have a print out of my charge's,whould take a few day's,got them 2 day's later.

[Jarlawuk]

I rang Halifax yesterday for a paper statement for a mortgage application (bank online normally), and I was told it would be a 5 week wait due to the sheer volume of people requesting their bank statements.

So based on that - 5 week wait for anyone requesting their bank statements from the Halifax.

[callyh21]

Hi i am currently in the process of claiming nearly £1400 from the Halifax. I have just recieved the sorry but we are declining your claim letter as a final response. On readig this thread i thought i'd try this tactic so i have just rung the number at the top of the letter (08451241330) and got a very nice lady who asked how she could help. I gave her my claim reference number and said i would like my claim re evaluating before we have to head down the court route. She said it wasn't a problem but explained that it could take up to 8 weeks. Fine not a problem i said before you go she said can i ask where you got your information from? Information i said how do you mean? The information about re evaluating cases. I didn't get it from anywhere i said im asking if it can be. WORRIED i think so. Guess they don't know about MSE!!! HA HA HA

[hm71]

morning all!!!
well I just wanted to make a little point rerdering statements- key is to be friendly with your branch staff. ordered mine wed 9th of May from a different branch- given the long wait blarney. went into my usual branch last wed 16th and was told how sorry they were and of course they will chase them up- they arrived on the Thursday. At the same time made small talk and and found that the member of staff was going for the bankcharges from another bank anyway took my letter requesting refund etc.. into branch and used the internal system rather than rely on the PO.
wait and see what happens but found the staff in branch very helpful.

[nickmack]

Originally Posted by MSE Martin

"A trick for anyone who has not yet written to claim is to ask for an answer to a specific question. They will almost certainly not get this answer when HBOS responds and will therefore know the deline letter has been automatically generated, rather than being a specific response having considered the case - as it will purport to be."

As far as I'm aware, apart from Citibank, no institutions have entered into any sort of useful dialog about the charges before court. God knows people have tried to engage them, but it does show they only send out standard replies.

[sam38]

Today I called the customer services department of HBOS regarding their letter refusing to pay my claim on bank charges. A very nice man offered straight away to send my claim for re-evaluation and stated I should recieve a settlement offer by the end of June. This could be a stalling tactic or a genuine effeort to clear the situation. We will just have to wait and see. The number to call is 0845 124 1330 and have your nine digit reference number to hand.

[CARLXXXH]

Originally Posted by sam38

Today I called the customer services department of HBOS regarding their letter refusing to pay my claim on bank charges. A very nice man offered straight away to send my claim for re-evaluation and stated I should recieve a settlement offer by the end of June. This could be a stalling tactic or a genuine effeort to clear the situation. We will just have to wait and see. The number to call is 0845 124 1330 and have your nine digit reference number to hand.

Sounds like stalling tactics to me, I would start court action, as having to wait till the end of june is taking the

[nickrat]

Ive recently recieved a letter of decline and since sent another letter threatening court action,Though now i see i should have phoned.Is it too late to cal them for a revaluation?

[carolannjo]

Also spoke to nice man who said 2 weeks!! Considering options now.

[Deegee]

Originally Posted by carolannjo

Also spoke to nice man who said 2 weeks!! Considering options now.

This is exactly my situation too. Spoke to Halifax one week ago after a knock- back letter. I agreed 2 weeks before I proceeded to next step.

I think this the strategy of Halifax; nice people in Customer Services trying to push back and win more time.

[hm71]

original statement request dated 9/5/2007
statements recieved and letter handed to branch 17/5/2007
fob off letter recieved 22/5/2007
call made to customer relations 22/5/2007
tried nice approach, thanks for superfast response etc... poor chap sounded suicidal!,was told claim would be re-evaluated and this could take upto 8 weeks (obviously reading from script)- told them 14 days or I would go to court and would add interest totalling nearly £700 so of benefit to Halifax to settle pre court. Customer relations chap not budging so will have to hang on!!!
They have till the 5th of June. or my claim goes from £2764 up to £3447.14+costs.
fingers crossed

[adammusgrave]

got my knockback letter this morning. (claiming £450, not a large amount but it helps).

phoned the back and said I wasn't pleased, the woman said she has set up an appeal for me (can take upto 8 weeks), now got to wait.

[eveee3]

i have just recieved that reply, i dont want to wait 8weeks, can i write the letter threatning court action aswell or will i mess the whole thing up?

[Degs45]

Have you not called the number on the top of your refusal letter to register your displeasure , and just ask for a re assesment of your charges ...worked for me ,,,

[moneydaft]

Im in same situation too, and having waited for nearly 40 days to get to this stage , I'm a tad fed up. Any ideas, or just wait the 8 wks? xx

[eveee3]

how soon did they pay out

[moneydaft]

message to degs 45: when you phoned the number on the letter and asked them to re-assess your claim, how long until they paid up?

[blacktia]

Yes i have done exactley the same did you find out if we have gone too far for a re evaluation