Halifax Ultimate Reward is a joke

suzierthanyou

I am so angry, I need to say this somewhere! I just sent them a letter of complaint about their appalling service, here it is - basically they took AGES processing my claim, and sent my phone to an address I no longer live it, even when I specified I wanted it delivered to my WORK address. SO frustrating, I could kill someone!


To whom it may concern,
I am writing to complain about the completely and utterly disgraceful service I have received from your ‘Ultimate Reward’ account insurance.
I reported my phone as broken, then waited for a claim form to be sent out. In my form, I filled in a section for ‘delivery address’, which is where I wanted the phone sent to, hence ‘delivery’ address. I was due to move out of my home address so specifically gave my work address, as I needed the phone ASAP.
After being told the phone had been despatched Monday June 30, weeks after receiving and sending the claim form, I called to check on the status on Wednesday as it still had not arrived. I asked what address it had been delivered to and was informed it had been sent to the address I no longer live at in Sussex.
I was obviously very frustrated as having been phoneless for so long, I was glad it was finally coming. I was told to ring Royal Mail on an 0845 number no less, as the call centre was ‘too busy’ to deal with it themselves. I told them this was not my fault and asked why I should have to deal with someone else’s mistake, even asking to speak to a manager, but all the managers were apparently ‘too busy’ to deal with my request. I rang Royal Mail, and after spending about fifteen minutes trying to track my parcel (which your call centre team had given me the wrong tracking number for), I finally got through to Royal Mail customer services who told me there was nothing they could do now the parcel had been despatched, so there was no point me going out of my way to ring them.
So, I phoned back your call centre and again repeated the situation very calmly. I asked to speak to someone senior, and again was told they were too busy to deal with my request. I told the man I spoke to that I would stay on the line until someone was available. He continued telling me that I would not be able to speak to a manager. When it became clear I was not going to give up, I finally spoke to someone, who then told me I would have to wait until tomorrow until Royal Mail could give them an ‘update’.
I am now still without a phone, and obviously very frustrated and annoyed. I am so, so disappointed in this service. I had heard negative things about it from other people (word of mouth and the internet), but now I know for myself how bad it is. If the call centre is understaffed it really has nothing to do with me, I should be able to speak to someone who can help me. I simply cannot believe that the phone I specifically gave a delivery address to has been delivered to the wrong one and now I, the innocent party, have to waste money ringing premium numbers because of someone else’s mistake, and have to wait even longer while it gets sorted out. I have been paying a £35 a month phone bill while I wait, so would appreciate some reimbursement of this unnecessary cost I have been bearing.
I look forward to receiving a response and an apology, and hope you seek to improve this appalling service.


I wonder if they'll do anything about it?

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Clive_Woody

suzierthanyou wrote: »

I wonder if they'll do anything about it?

They'll probably send your compensation cheque to your old address.

rainbowdust33

Hiya suzier, sorry to hear you are having problems. Has worried me, as I've just signed up my phone today through my halifax untimate reward account (even though I've been paying for about 6 months, didn't realise you had to sign up your phone) and was hoping to make a claim as soon as my certificate comes.

Can I just ask you a question if you don't mind??

I have a vodafone contract in which I got a sony satio, but I am planning on selling this phone and have recently bought an iphone which I'm using. When I signed up, they asked me if I was on contract, so I told them vodafone, gave them my mobile no, and they asked the emi number (is that what its called?) of the iphone, and said it was fine and my certificate would be with me shortly.

Just wanted to check if the insurance will cover the iphone, as its not the phone I got free with the contract.

I dropped the iphone, and it still works perfectly, but has damage to the back of the case, so was just wanting this fixing really.

Thanks, hope you get things sorted soon.

suzierthanyou

UPDATE

Now two weeks later, STILL without a phone! Just spoke to them, they have no idea where it is. Excellent.

@rainbowdust sorry I never saw your reply! That phone will be fine to be covered, but they'll probably lose it or break it even more so there's no point insuring it with them at all!

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suzierthanyou

Clive_Woody wrote: »

They'll probably send your compensation cheque to your old address.

HA yeah. UGH!!!!

suzierthanyou

Just spoke to them - they were about to send it to the WRONG address AGAIN! Luckily I intercepted it. Oh my god! Children could run that place better than the current employees.

suzierthanyou

And another update - received phone - it is my old phone but with a new outer casing. SO IT DOESN'T WORK! HAHAHA OH MY GOD I cannot actually believe this.

SCANDALOUS.

NEVER INSURE ANYTHING WITH THIS UTTER SCAM!!!