Disgraceful Halifax Customer Service.......

opinions4u

unhappybunny77 wrote: »

Coming back to the topic, does anybody have any advice? Are Halifax within their rights to withhold the recording?

Yes. But if you escalate your complaint to the FOS (after exhausting the Halifax procedures) I would expect them to get to hear things!

unhappybunny77

Fedz wrote: »

For a start a transcript from Halifax will only state you as saying £475 so ain't worth £10 as they're saying that anyway for free

If it was escalated to FOS couldn't they have the authority to demand from Halifax (for clarity) 'native format' instead of a transcript?

Plus also as it's a bill. Has this made you go into credit maybe you could get a cheque for the amount back?

I spoke to the company that the extra funds went to today and they sounded reasonable so I should get the money back ok.

The thing that annoys me is that Halifax claim that the mistake is mine BUT won't give me access to the record (my data) they say supports their claim. They are effectively implying that I am a liar!

I could understand if they had come back to me and said that the recording wasn't clear so they can't establish whose fault it was.......

Fedz

I understand what you're saying.

If you gave a them a call back OR make an appointment with your local branch manager & explain exactly what you've said here also possibly the recording isn't very clear or the CSA misheard due to background noise ... etc which is understandable given call centres.

Point out any long standing relationship with them & explain you would prefer not to escalate to FOS but, if you have to on principle you regrettably will.

Maybe point out a 'goodwill gesture' payment for the trouble as it's 6 of one & half a dozen of the other ... Blah, blah, blah

I think honestly as you're quite possibly & luckily getting the monies returned/refunded by the co. (tell halifax this is in process - if asked only) the above would be better than a long drawn out back & forth case.

CLAPTON

personally

I think it a little foolish to say that anything is 'disgraceful ' yet

and a little foolish to refuse to pay £10 for a transcript of the call (think about if if they lied to you and you complain to the ombudsman service.....)

and if you are to use telephone banking, a little foolish not to invest in a simple and cheap telephone recording system so you can be absolutely sure that you are right and they are wrong

I would
phone again and see if a different operative gives different info
get a transcript of the call
make a data information request for all the data they hold on you including the call recording (cost £10)
make a formal complaint in writing
complain in due course to the ombudsman service

unhappybunny77

CLAPTON wrote: »

personally

I think it a little foolish to say that anything is 'disgraceful ' yet

and a little foolish to refuse to pay £10 for a transcript of the call (think about if if they lied to you and you complain to the ombudsman service.....)

and if you are to use telephone banking, a little foolish not to invest in a simple and cheap telephone recording system so you can be absolutely sure that you are right and they are wrong

Firstly, I think it IS disgraceful for your bank to imply that you are a liar! I know EXACTLY what I told the Customer Service Agent when I paid the bill.

Secondly, I haven't refused to pay £10 for a transcript of the call and did not make any reference to refusing to pay the £10. Making a decision whilst still being angry would be 'foolish'.

I would however agree that a recording system would have been a good idea.....hindsight.com......

CLAPTON

unhappybunny77 wrote: »

Firstly, I think it IS disgraceful for your bank to imply that you are a liar! I know EXACTLY what I told the Customer Service Agent when I paid the bill.

Secondly, I haven't refused to pay £10 for a transcript of the call and did not make any reference to refusing to pay the £10. Making a decision whilst still being angry would be 'foolish'.

I would however agree that a recording system would have been a good idea.....hindsight.com......

your choice...

do you want to win or do you want to feel self righteous?

Techhead_2

From what you've said they haven't accused you of lying. They have said you are mistaken. Seems to me that there is a world of difference.

If I was in your position I would be strictly following their complaint procedure. So as not to hinder any further options down the line.

I have found that when making complaints, sticking to what happened, without using emotive language, helps a great deal.

But I do understand that gt can help when you are frustrated.

opinions4u

unhappybunny77 wrote: »

Firstly, I think it IS disgraceful for your bank to imply that you are a liar! I know EXACTLY what I told the Customer Service Agent when I paid the bill.

There are better ways of dealing with things. Has it crossed your mind that somebody has misheard something? Could be you, could be them.

Secondly, I haven't refused to pay £10 for a transcript of the call and did not make any reference to refusing to pay the £10. Making a decision whilst still being angry would be 'foolish'.

You did say "The agent told me that Halifax were unable to let me hear the recording OR provide copies but could provide a transcript at a charge of £10! A transcript would be totally inappropriate in this instance in my opinion" which certainly sounds like you're not planning to pay £10 for it.

The Halifax won't lie with what they put on the transcript. Any recording will be listened to fairly. They certainly won't be planning to sell themselves down the river with the FOS. A good reason not to openly share the recording is because it could end up with a ridiculous number of customers wanting a recording of each and every conversation. So a blanket policy makes sense to me.

You say that you will be able to recover the lost funds. So what are you now trying to achieve?

An apology for the misunderstanding and the way you were made to feel in the aftermath? Compensation for hurt feelings? Proof that you are in the right?

suzywong1974

You should be able to "hear" the voice recording if you so wish, I understand they will have procedures but they cannot refuse it. They would need to gain permission from the operator you spoke to when paying the bill and if they agree to their voice call being released the Halifax cannot refuse it.

noh

suzywong1974 wrote: »

You should be able to "hear" the voice recording if you so wish, I understand they will have procedures but they cannot refuse it. They would need to gain permission from the operator you spoke to when paying the bill and if they agree to their voice call being released the Halifax cannot refuse it.

They can refuse.
All they are required to supply is a transcript of the call.