Halifax Customers Please Read has this happened to you?

ebsalita

Hi,

Today I found out my Halifax Debit card expired, even though the date on the card is Feb 2012. Halifax said I should have received a card in the post in August (one of those new contactless ones). When I called up this morning, they say this has happened to a lot of people. My new card won't be delivered for 7 days.

I'm going abroad and need Euros so had to get a pre-paid visa electron card - when I called again to ask Halifax to pick up the admin charge (why should I have to pay £5 to remove any money I don't use off a card I wouldn't have needed if they hadn't cancelled my perfectly good one?!) all of a sudden they're saying they're not responsible despite admitting this morning that it's happened to a lot of customers. They agreed to send the money in the end, but I'm worried they'll use this excuse to get out of paying for other charges I've incurred as a result... (Cost of 20 min phone call, parking to get to the branch and retrieve my money). Not to mention the embarassment and inconvenience when I couldn't pay for my lunch!!

Has this happened to anyone else today? I think they're trying to cover up an error - the lines were much busier than normal today, so I'm convinced it's not just me. Let me know if it's happened to you too!

Thanks!!

alisonelizabeth1

Yes

Hi Yes it happened to me too, unfortunetly at 8.30 pm at my local supermarket, they have said this effects up to 10,000 people.. New cards were sent out on 17th september a system error and the system automatically cancelled the old cards even thou mine doesnt expire until 2012.

dan.c_4

I had received a new fangled card a few weeks ago but hadn't started using it yet. My old card was swallowed by a machine as "expired" today. Was suspicious at first because I knew the expiration date was some way off.

That doesn't necessarily help you but at least I now know why.

jambosans

No

Back in August I received a new Visa Debit card for my Bank of Scotland account. When I contacted BoS I was told that the card had expired, it hadn't, well, at least according to the card it hadn't. So just to clarify on what is going on, as there are two possible reasons for receiving a new card (mines being the later), I've put together the below summary:-

Halifax Bank of Scotland have quietly updated cards with a new technology called Visa payWave (HBOS refer to this as contactless). These cards should have only been issued to customers in or around the London area (currently the only city with retailers participating in the scheme). You can identify if your card has this technology by what looks like a volume/ sound wave symbol in the top right corner.

At the same time, Halifax Bank of Scotland have also updated some "security" features on certain customer's cards, I've been told it is to do with the chip, but I'm not sure.

Anyways, HBOS have issued these cards in their infinite without any sort of covering letter explaining why a replacement card has been sent.

When a new card is sent out, the old card is set to automatically expire after 25 days or on 30/09/09. The idea being that, with most replacements sent out in August, and early/ mid September, the new card would have arrived before the old one expired. Now bring in the Royal Mail, who are currently experiencing knock-on effects from strikes/ etc. and you get one expired card without a replacement.


So, if your card is not working or has been retained*, do the following:

1) Check you have not received a replacement in the post.

If you haven't:

2) Contact HBOS to find out if a new card has been issued, they should be able to tell you the date it was dispatched.

3) Before demanding a card sent out, make sure you wait 10 working days to account for any delays in postage. Otherwise your card will have been cancelled, and you have to wait up to a further 10 working days.

If you don't receive your card in 10 working days:

4) Contact HBOS and order a new card.


And a couple of final points on this issue that I've found out. Your PIN is the same. If you need access to the funds in the account you can either:-

a) Transfer money to another bank account with a functioning card, or;

b) Withdraw cash in branch over the counter with 2 forms of ID.


* There may be reasons beyond this (e.g. problem with the merchant, insufficient funds, details entered incorrectly, etc.), so the first port of call should be branch or Telephone Banking (Halifax: 08457 20 30 40, or Bank of Scotland: 08457 21 31 41).

jambosans

No

ebsalita wrote: »

I'm going abroad and need Euros so had to get a pre-paid visa electron card - when I called again to ask Halifax to pick up the admin charge (why should I have to pay £5 to remove any money I don't use off a card I wouldn't have needed if they hadn't cancelled my perfectly good one?!)

If you still had a working Visa Debit card Halifax would have charged you £1.50 plus 2.75% (of the foreign currency purchase price) conversion fee. So I'm quite surprised you manage to get Halifax to give you £5 ex-gratia.

It would be much more sensible to buy foreign currency here, commission free, and take your card for emergencies only. Also, Visa Electron is not as widely accepted as Visa Debit cards abroad.

ebsalita

Yes

Hi,

Thanks for the advice - I really didn't want to risk carrying around hundreds of euros in cash as I'm travelling alone and tend to feel vulnerable (I'll take only a small amount of cash with me). That's why I got the card - it's a pain in the neck with electron not being so widely available, but I can use it at cashpoints if necc (it costs a bit) and I feel safer. As for them giving me £5 well my account this year is a catalogue of errors - I've "earned" it!! £5 doesn't even cover the cost of the calls and my parking in the city centre to get to a branch...

jambosans

No

ebsalita wrote: »

As for them giving me £5 well my account this year is a catalogue of errors - I've "earned" it!! £5 doesn't even cover the cost of the calls and my parking in the city centre to get to a branch...

The best thing to do would be to put your complaint in writing, so you can have all the issues addressed. Customer Relations may compensate you for the time and inconvenience these errors have caused. You can escalate a complaint via Telephone Banking, but I'm of the old school belief that it is always best to get everything down in writing and send it recorded delivery. This way you have clear documentation of the complaint, and can explain exactly what you want addressed and the outcome you expect.

For more details on the complaints procedure, click the below link:-

Halifax Website - How To Complain

ebsalita

Yes

Thanks for your responses and advice - thought there was something bigger afoot. Hope all who are affected get new cards soon.

ebsalita

Yes

Poor you! I know just how you feel - thanks for responding and I hope you get a new card soon.