Halifax account not paying bills

bunnykins

I have a Halifax account that I have used to pay my credit card bills. As soon as I receive the bill I put the details on my account and the payment has been sent on the date that I have requested with no problem - been working this way since 2005.:)

However this is the second month running that I have put the details in and expected the bill to be paid only to find that the payment has not been made - the money stays firmly in my account. Each month it has been a different credit card so i have been stung twice now for late payment fees and interest. :mad:

I'm not happy as I always pay the bills in full specifically to avoid interest payments!!!:mad:

Is this happening to anyone else?? Is there anyone I can complain to as after the payment date has passed the details are no longer shown on the screen to prove I did set the payments up?

I am really tempted to remove all my accounts from the Halifax and take my money elsewhere!!!!

jonesMUFCforever

Are you sure that Halifax has not changed something on their Internet banking?
Do you not try a £1 test payment when setting up a new card payment?

rb10

Can you transfer money out of your account? Say, if you put in to make an immediate transfer to another current account, does that go?

Have you changed the account details, or anything on the mandate?

Have you checked that the details that you are sending the payment to are identical to those on your most recent statement? It is possible that your credit card provider has changed their bank details.

If all this fails, then it could be that something on your account is preventing withdrawals.

For the first step, I would speak to someone in a branch or on telephone banking (take ID if you go into a branch, depending on what the problem is this may be required). It would also be worth taking in your most recent statement so that they can see that you are sending it to the correct sort code and account number. If that fails, then follow their complaints procedure.

An audit log kept by the internet banking department will show your actions (i.e. what you set up and when, even if it disappeared from your list of pending payments), so there will be a record of everything that you have done.

bunnykins

Sorry - I got called away:(

I've got 3 credit cards and this is only happening on one of them and thats from the same company as my OH uses (his card is one of the 3 I pay) and nothing has changed in the last few months at all - I can't see anything on the Halifax terms and conditions or the credit card - although surely the same should be happening with my OH card payments as well????

I've stewed over this all evening and think I'm going to email the Halifax and see if they can give me an explanation.

Thanks

rb10

bunnykins wrote: »

I've stewed over this all evening and think I'm going to email the Halifax and see if they can give me an explanation.

If you want this to be resolved, then email is not the way forward. Email is not secure, so they won't be able to disclose anything in an email, and will just tell you to phone up or go into a branch.

opinions4u

Either you are doing something wrong, or your web browser is faulty, or there is something wrong with the Halifax site.

I regularly pay bills from my Halifax account online and haven't had a problem.

I would, as first contact, get in touch with the online helpdesk on 0845 602 0000 and talk it through with them.

Ask them to:

a) establish what's happening and
b) reimburse you any late payment charges / interest that you have incurred as a result.

If they can show that they are not at fault for (a) then they may not pay up for (b) but at least it will show what's causing the problem and allow it to be put right.

The number above gets you talking to the right people - take it from there (and then pursue it as a complaint if things aren't resolved properly within a few days).

(perhaps try those test payments with £1 and screen dump the acknowledgement to your printer).

Consumerist

I've had similar problems from time to time and it usually boils down to an update to the website and the browser is blocking data transfer for security reasons.

A browser update/upgrade could also lead to this sort of thing.

You may need to modify a browser security setting to get things working again.