We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
HBOS ARE A DISGRACE. Please read this item, as we all can learn from the experience.
JoeBloggs001
Posts: 28 Forumite
HBOS ARE A DISGRACE. Please read this item, as we all can learn from the experience.
It all started last Saturday at Tesco. We'd done a family shop, got to the cashier till to pay and found that our Cash Card was not being accepted.
We went outside of the store and managed to withdraw £300 from an ATM and get a receipt. We went back into Tesco's and shown them this, and they kindly agreed to re-try the Card but again it failed to go through. The bill was for approx £650 ( we'd bought lots of baby things for our next child idue in the next 6 weeks ).
We returned home and immediately logged on to Online Banking to check the account. No issues could be seen. So as to be sure we moved our full bank account balance ( approx 3500 ) from our current account, to our savers account and then back again. No issues there either, so we then called Halifax Telephone Banking so as to try to understand what was going on.
After a 20 minutes conversation we were informed that there was absolutely no issue with the account and that we should go back to Tesco's and try the card again, so we did but this time we went with a friend in case the transaction failed again. We moved money from our account into his account via Online Banking prior to going to Tesco's. He too banked with the Halifax.
Got to Tesco's, tried to pay the bill for the things we had bought and again the card failed. So our friend settled the bill on our behalf, using money we had transferred to him. At this point in time we thought the issue was with Tesco's.
Later that evening we checked our accounts via Online Banking again and the account looked like it was suspended. We could not see any transactions affiliated to the account. So we called Telephone Banking again to discuss this. This time we were told that the bank would not discuss the matter on the telephone and that we should take documentation in a branch.
Being rather silly, we tried the ATM card again the next day ( Sunday morning ) and the card was retained. Okay, now we know there is an issue with the account that requires attention.
Monday lunch-time we find ourselves at a Halifax Branch talking with a Customer Representative and providing that member of staff with documents and our passports. There were some queries about a specific transaction on our account and the bank suspected we "were up to no good". We own 2 businesses and had transferred our monthly salary, expenses and dividend payment of £5000 into the Halifax. We have being done this for the last 5 years. Nothing new here!
As we could account for the transaction and had brought in Company / Personal documentation the Customer Representative was able ( having been given approval from Head Office ) take the lock off our account, order us a new card and allowed us to withdraw what we needed from the cashier - which was £250.
Throughout last week, we could - by using Online Banking - see money going in and out of our main account. Back on track?? :T
Come this Saturday, we visit the same branch to make an over the counter withdrawal, as the bank card had not arrived. The cashier had an issue as soon as we got the counter - more to do with the North / South divide. The cashier asked some questions but we struggled to answer all of them as they were unusual questions but also her tone was shocklingly poor. We explained that we had been into the branch on the Monday and that the account should now be in order.
But no, this cashier then made a complete show of us in front of many many customers, dragging documentation from us and telling us in front of everyone that she is not going to give us any money and that she was off to speak with her manager. :eek:
Tone changed when she came back and she advised that we could withdraw £100 but then go away. We advised the cashier to get the branch manager - which we did.
So, again, we find ourselves sitting in an office doing a face to face with a Halifax member of staff, this time the Branch Manager. The conversation started by the Branch Manager putting her foot down with us and making clear that we were at fault. -- Yes, that's it, this is all our fault!!!
We explained all of the above and then explained that we pay part of our 200K combined salaries into the Halifax, we also made clear that "enough was enough", we wanted a proper service from the Halifax and the unprofessionalism stops - and that included her. She quickly came down from her soapbox.
The Branch Manager explained that the bank needed to see where our money was coming from and demanded to see documentation. So we went home and brought back with us a years worth of bank statements from 1 of our Companies, the bills for the Company (such as water, rates, even invoices for our formal Company Offices) and pay slips.
The Branch Manager sent this documentation off to Head Office who quickly advised that it was not enough, we got told, they needed to see documentation for the last £5000 transaction that the bank had earlier queried.
This transaction had come from our business bank account by electronic transfer, like all the over salary, expense and dividend payments received over the last 6 years. £5000 is also a normal transaction.
We were told to go to our business bank account branch and ask them for a statement that covered the transaction in question. Further, our account would remain locked until the transaction was proved and that we could not withdraw a single penny of our monies.
Now here is the problem. We had no money at all on us and had very little food at home to get through the weekend. We have 2 very young children and today, down to 1 nappy that has to last our youngest child until we can get money from somewhere. We have just enough petrol in our car to get to our business bank branch and back again.
We have learnt a lot from this experience. It can be easily summed up. Halifax are a disgrace of a Company, their staff are not just undertrained but are also uncontrollably disrespectful. We can see that the Halifax have done this to many others and have read their replies, "that this is part of their anti-fraud strategy.". I don't think it's fair to use the "strategy", surely a better word is "incompetence".
With the mountain of documentation we provided them with, qualifying a years worth of previous transactions that have gone into our Halifax accounts, we firmly believe that the Halifax have no excuse at all for this bullish and improper behaviour. Further, it's also clear that the money has come from our business bank account.
I'll be getting a document from my business bank providers tomorrow and going into the Halifax to have a chat about the amount of distress they have caused, about there exceptionally poor attitude and disrespect.
No one deserves to be treated so poorly. This bank are disgrace of a Company.
Thanks so much for reading this item. I know it's long but I want to share our distress so that others can learn from this terrible experience.
It all started last Saturday at Tesco. We'd done a family shop, got to the cashier till to pay and found that our Cash Card was not being accepted.
We went outside of the store and managed to withdraw £300 from an ATM and get a receipt. We went back into Tesco's and shown them this, and they kindly agreed to re-try the Card but again it failed to go through. The bill was for approx £650 ( we'd bought lots of baby things for our next child idue in the next 6 weeks ).
We returned home and immediately logged on to Online Banking to check the account. No issues could be seen. So as to be sure we moved our full bank account balance ( approx 3500 ) from our current account, to our savers account and then back again. No issues there either, so we then called Halifax Telephone Banking so as to try to understand what was going on.
After a 20 minutes conversation we were informed that there was absolutely no issue with the account and that we should go back to Tesco's and try the card again, so we did but this time we went with a friend in case the transaction failed again. We moved money from our account into his account via Online Banking prior to going to Tesco's. He too banked with the Halifax.
Got to Tesco's, tried to pay the bill for the things we had bought and again the card failed. So our friend settled the bill on our behalf, using money we had transferred to him. At this point in time we thought the issue was with Tesco's.
Later that evening we checked our accounts via Online Banking again and the account looked like it was suspended. We could not see any transactions affiliated to the account. So we called Telephone Banking again to discuss this. This time we were told that the bank would not discuss the matter on the telephone and that we should take documentation in a branch.
Being rather silly, we tried the ATM card again the next day ( Sunday morning ) and the card was retained. Okay, now we know there is an issue with the account that requires attention.
Monday lunch-time we find ourselves at a Halifax Branch talking with a Customer Representative and providing that member of staff with documents and our passports. There were some queries about a specific transaction on our account and the bank suspected we "were up to no good". We own 2 businesses and had transferred our monthly salary, expenses and dividend payment of £5000 into the Halifax. We have being done this for the last 5 years. Nothing new here!
As we could account for the transaction and had brought in Company / Personal documentation the Customer Representative was able ( having been given approval from Head Office ) take the lock off our account, order us a new card and allowed us to withdraw what we needed from the cashier - which was £250.
Throughout last week, we could - by using Online Banking - see money going in and out of our main account. Back on track?? :T
Come this Saturday, we visit the same branch to make an over the counter withdrawal, as the bank card had not arrived. The cashier had an issue as soon as we got the counter - more to do with the North / South divide. The cashier asked some questions but we struggled to answer all of them as they were unusual questions but also her tone was shocklingly poor. We explained that we had been into the branch on the Monday and that the account should now be in order.
But no, this cashier then made a complete show of us in front of many many customers, dragging documentation from us and telling us in front of everyone that she is not going to give us any money and that she was off to speak with her manager. :eek:
Tone changed when she came back and she advised that we could withdraw £100 but then go away. We advised the cashier to get the branch manager - which we did.
So, again, we find ourselves sitting in an office doing a face to face with a Halifax member of staff, this time the Branch Manager. The conversation started by the Branch Manager putting her foot down with us and making clear that we were at fault. -- Yes, that's it, this is all our fault!!!
We explained all of the above and then explained that we pay part of our 200K combined salaries into the Halifax, we also made clear that "enough was enough", we wanted a proper service from the Halifax and the unprofessionalism stops - and that included her. She quickly came down from her soapbox.
The Branch Manager explained that the bank needed to see where our money was coming from and demanded to see documentation. So we went home and brought back with us a years worth of bank statements from 1 of our Companies, the bills for the Company (such as water, rates, even invoices for our formal Company Offices) and pay slips.
The Branch Manager sent this documentation off to Head Office who quickly advised that it was not enough, we got told, they needed to see documentation for the last £5000 transaction that the bank had earlier queried.
This transaction had come from our business bank account by electronic transfer, like all the over salary, expense and dividend payments received over the last 6 years. £5000 is also a normal transaction.
We were told to go to our business bank account branch and ask them for a statement that covered the transaction in question. Further, our account would remain locked until the transaction was proved and that we could not withdraw a single penny of our monies.
Now here is the problem. We had no money at all on us and had very little food at home to get through the weekend. We have 2 very young children and today, down to 1 nappy that has to last our youngest child until we can get money from somewhere. We have just enough petrol in our car to get to our business bank branch and back again.
We have learnt a lot from this experience. It can be easily summed up. Halifax are a disgrace of a Company, their staff are not just undertrained but are also uncontrollably disrespectful. We can see that the Halifax have done this to many others and have read their replies, "that this is part of their anti-fraud strategy.". I don't think it's fair to use the "strategy", surely a better word is "incompetence".
With the mountain of documentation we provided them with, qualifying a years worth of previous transactions that have gone into our Halifax accounts, we firmly believe that the Halifax have no excuse at all for this bullish and improper behaviour. Further, it's also clear that the money has come from our business bank account.
I'll be getting a document from my business bank providers tomorrow and going into the Halifax to have a chat about the amount of distress they have caused, about there exceptionally poor attitude and disrespect.
No one deserves to be treated so poorly. This bank are disgrace of a Company.
Thanks so much for reading this item. I know it's long but I want to share our distress so that others can learn from this terrible experience.
0
Comments
-
Nightmare, i presume you'll be switching your personal accounts to a different bank?! I certainly would!0
-
I suspect you have fallen foul of the money laundering thresholds that have flagged the accountEx forum ambassador
Long term forum member0 -
I think that what you have here are two issues: the first is the anti money laundering regulations which requrie the bank to satisfy itself that large or unusual transactions are legitimate - and quite right too in my view - and secondly, the bank's own failure to apply it's own control systems properly.
Whereas the bank is right to ask you to account for any sums it regards as suspicious, clearly what they have done here is unacceptable, unprofessional and basically incompetent.
The Halifax is not a real bank anyway - it is a computer centre that issues debit cards. Find a proper bank and go there.... (If there are any!)0 -
Thanks ;-) Yes, we opened a new account with another bank last night online. But still, it's the hassle and we generally believe all the banks are as bad as each other. We know that's not a nice remark but just looking at this forum, we can see that a lot of people are not happy with a lot of different banks.
We could have fallen foul of "Money laundering thresholds" and we accept that. But going into a branch and showing the documentation that we have ( which is pretty much everything ), they should have taken a step back and realised "we got it wrong here".
But the most shocking thing is the behaviour of their branch staff. The cashier should be ashamed of herself.
It makes us feel a bit better seeing the replies of others. We have been really upset about this these last 2 days.0 -
Do you work for the Halifax by any chance?
1) The £650 was basically spent on all the things you need for a new baby.
It's a lot of money to spend and we appreciate others are not in that
position. We are not out to offend anyone here. What we spent in Tesco's is
our matter. We have provided the figures so that true transparency was given.
2) We work in IT, as contractors. With regard to earnings, go and have a look at
Jobserve.com - it will give you an idea of what people in IT earn. But in addition
to this we also have a Domestic and Industrial Cleaning Company.
With regard to the £650 transaction at Tesco, I am afraid that's the case.
3) We withdrew £250 over the counter. The money was spent on travel. We have no issue telling you that.
It really doesn't matter what you or we earn. This is not about money, it's about access to money.
If we knew that there would have been an issue then we'd spent our original £250 withdrawal more wisely. But the fact is HBOS told us that everything was OK and that's the issue.0 -
im not taking a shot im just struggling to understand your final 2 paragraphs where you say your at home with no food or nappies for the kids my first instinct would be to buy the baby things first obviously i under stand that petrol costs a lot and if you dont work you get no money but what about your child you cna get nappies for 3-4 quid from tescos and asdas so theyres really no excuse but dont fret theres always a money saving way outJoeBloggs001 wrote: »1) The £650 was basically spent on all the things you need for a new baby.
It's a lot of money to spend and I appreciate others are not in that
position. I am not out to offend anyone here.
2) We work in IT as contractors. We both do have solid skills at what we do
and the market pays what the market pays. With regard to the £650
transaction, I am afraid that's the case.
3) We withdraw £250 over the counter. The money was spent on petrol
- as we both have to drive considerable distances each and every week.
So, there is the sense. I am not going to take a shot at you as I do not need to.
do you have some old towels thta you could use as nappies untill your able to get some more theyre not as convieninet as disposables but it would stop your child getting a rash by staying in the sames nappyReplies to posts are always welcome, If I have made a mistake in the post, I am human, tell me nicely and it will be corrected. If your reply cannot be nice, has an underlying issue, or you believe that you are God, please post in another forum. Thank you0 -
I know how frustrating and embarrassing this sort of thing is as it happened to me a few weeks back.
I went to my local shop and tried to pay with my debit card...refused. I put this down to their rather ancient debit/credit card machine.
Came home and checked my online balance to make sure nothing eeek had happened with my account, all fine.
Later, went up town to get some seeds for the garden, come to the checkout and the card is refused....lots of giggling in the background from other customers waiting to be served and a look of suspicion from the till assistant, I leave rather quickly with a very red face.
Try the cash point next door and the card is returned before I even get to check the balance...so I ring up Abbey and it turned out that a donation I had made to a charity in New Zealand the night before and then trying to use the card in the UK the following morning, had triggered their fraud alert.
Full marks to the Abbey though, within minutes of contacting them they had removed the hold on the account and I was able to access my pennies....big relief that was!
None of the amounts were large - £9 in the local shop, £14 in the seed shop and the donation was NZ$10.00.We made it! All three boys have graduated, it's been hard work but it shows there is a possibility of a chance of normal (ish) life after a diagnosis (or two) of ASD. It's not been the easiest route but I am so glad I ignored everything and everyone and did my own therapies with them.
Eldests' EDS diagnosis 4.5.10, mine 13.1.11 eekk - now having fun and games as a wheelchair user.0 -
no course im not suggesting that and i wasnt having a dig i was just trying to point out that you cnat lay all the blame on the bank yes i know thyre useless ive been theyre and got the tshirtReplies to posts are always welcome, If I have made a mistake in the post, I am human, tell me nicely and it will be corrected. If your reply cannot be nice, has an underlying issue, or you believe that you are God, please post in another forum. Thank you0
-
im not taking a shot im just struggling to understand your final 2 paragraphs where you say your at home with no food or nappies for the kids my first instinct would be to buy the baby things first obviously i under stand that petrol costs a lot and if you dont work you get no money but what about your child you cna get nappies for 3-4 quid from tescos and asdas so theyres really no excuse but dont fret theres always a money saving way out
do you have some old towels thta you could use as nappies untill your able to get some more theyre not as convieninet as disposables but it would stop your child getting a rash by staying in the sames nappy
Probably because they didn't think they had to buy them with the money they had withdrawn and had planned to get them on their shop later on in the week only to find the hold had been placed on the account again.
OP, do you have a relative or neighbour who could help in the short term with regards to the nappies?We made it! All three boys have graduated, it's been hard work but it shows there is a possibility of a chance of normal (ish) life after a diagnosis (or two) of ASD. It's not been the easiest route but I am so glad I ignored everything and everyone and did my own therapies with them.
Eldests' EDS diagnosis 4.5.10, mine 13.1.11 eekk - now having fun and games as a wheelchair user.0 -
That's it in a nutshell.
We were on our way to do the weekly shop and had dropped into the Halifax
to get some money.
We have learnt a lot from this experience and we'll be setting up several
bank accounts to make sure it doesn't happen again. Also, we do have other cards just can't think what the PIN numbers are???
But my point about HBOS is how do they get away with this behaviour?
Baby is running around nappy-less. Not much we can do about that other
than accept the situation :-)0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 352.5K Banking & Borrowing
- 253.7K Reduce Debt & Boost Income
- 454.5K Spending & Discounts
- 245.5K Work, Benefits & Business
- 601.5K Mortgages, Homes & Bills
- 177.6K Life & Family
- 259.5K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards