Disgraceful Halifax Customer Service.......

unhappybunny77

noh wrote: »

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

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I spoke to the Information Commissioners Office (ICO) this morning and they confirmed that Halifax are only required supply an accurate copy of the call (a transcript is acceptable) under Data Protection legislation. I can however dispute the accuracy of the transcript via the the ICO who can then obtain a copy of the recording.

real1314

unhappybunny77 wrote: »

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I spoke to the Information Commissioners Office (ICO) this morning and they confirmed that Halifax are only required supply an accurate copy of the call (a transcript is acceptable) under Data Protection legislation. I can however dispute the accuracy of the transcript via the the ICO who can then obtain a copy of the recording.

If the company / recipient of the payment are willing to refund the £300 isn't this just a waste of time?

If the bill to be paid was only for £175 anyway, the company would have to refund the difference, as they have received money in error and which they are aware they are not entitled to. Under common law they would be guilty of theft if they attempted to "spend" this money. Besides which, it would just imbalance their accounting system!

masonic

unhappybunny77 wrote: »

I spoke to the Information Commissioners Office (ICO) this morning and they confirmed that Halifax are only required supply an accurate copy of the call (a transcript is acceptable) under Data Protection legislation. I can however dispute the accuracy of the transcript via the the ICO who can then obtain a copy of the recording.

So for the sum of £10, you can pay for the transcript, dispute it and find out if you were right or wrong.

C_Mababejive

May i refer readers to post no 6 here..

https://forums.moneysavingexpert.com/discussion/2645967

A friend received a Verified by visa auto email saying password had been changed. She phoned Halifax,they checked and did nothing saying it must be a glitch !

A few days later 3 fraudulent transactions occurred for about £300 each. Again she phoned Halifax. They went through the usual ridiculous charade asking daft questions like "are you sure you havent spent this/been here etc" They then gave her the retailers details and asked her to phoned them ! Isnt it their job?

Anyway..they then sent out standard denial forms to sign return which was done.

A few weeks later..curt letter saying no forms received and if she didnt return them she might be liable blah blah blah..

I then drew a line under it and submitted a written complaint highlighting the way that their staff didnt take positive action on two occasions to deal with this multi fraud.

Letter..we are dealing with your complaint

A few weeks letter..we are dealing with your complaint,apologies for delay..

A few weeks later..letter..we are sorry we are unable to answer the issues raised in your complaint.

There you have it. No wonder fraud is rife with incompetent fools like this at the helm and worse,they are unanswerable and unaccountable.

davidgmmafan

So if you don't act promptly you are out of luck, but if they don't act promptly its ok? Go to FOS if its been eight weeks.

opinions4u

davidgmmafan wrote: »

So if you don't act promptly you are out of luck, but if they don't act promptly its ok? Go to FOS if its been eight weeks.

As the OP hasn't really clarified what they are trying to achieve, the FOS are going to have difficulties reaching a decision.

At the moment we haven't really progressed beyond "the bank must be wrong because I'm always right".

annibee

Halifax should always Repeat the amount and then after it has been transferred in my opinion you should always recheck with them the amount you have said.........i know this can be annoying if like you said you had trouble with the call a few times.

This is the problem with telephone banking you can never be sure i always prefer full control over my finances ie internet banking however i know you stated you werent comfortable with "security issues" maybe next time pop into your branch - your not online but you can still clarify the amount. or set up DD's then the smae amount will go every month.
Just suggestions.

Oh and if they listen to a recording which then shows you saying it illegibly or agreeing after theyve repeated it to you they probably wont award you anything in particular.

Go through the Compaints procedure see how you go and learn from your mistakes for future, for example if you are not sure someone understands fully what you want (ie you said they had difficulty understanding from the start) then either hang up and try again or ensure you repeat everything and check everything then no mistakes like this can be made.

Good Luck

scottn

i think it is you who is accusing the bank of lying and not soley the other way around.

as you have already spoken to the supplier and if the supplier you paid the bill too is going to refund you the 300 difference then you will have been inconvenienced but the bank won't owe you anything, other than a possible apology