Halifax trouble - let me vent my frustration

hooby_groovy

I'm not sure that anyone can actually help, but I'll post this anyway (it might make me feel better)

We've banked with Halifax for about 7 years, at the start of October we had an issue with them that resulted in us receiving charges, after lots of letters faxes and emails I finally managed to get through to a senior customer services manager who responded immediately to say we were absolutely right, it was a Halifax error, and that the charges were unjust (it took 3 weeks to get to this stage and lots of persistance - a moral never to give in with these people, they try and grind you down).

This was last Friday, we were told that the refund of the charges would be 'Monday/Tuesday' at this point they had already had our money for 3 weeks)

On Tuesday we received a letter confirming the charge refund, but saying that it would take 5 working days but that the refund would be by Friday. Now its worth mentioning that all our direct debits were at that point up to date and that the refund is £519. We are £26 overdrawn. To cut a long story short that £519 (less the £26) is our surplus cash, its our shopping etc.

I was disappointed that the refund would take 5 days, but as it was in writing and my original understanding was over the telephone I was concerned but nor unduly worried.

However, because this has dragged on so long we don't have any money for groceries (Halifax have £519 of our money) so we haven't been able to do a shop for over a week (we shop weekly) and we've no food, in the last week we have emptied the cupboards and planned a shop today to restock

I checked my account to make sure the refund would be there, no joy, so I called customer services and was told it would 'definately' be there by 5.00.

I checked at 4.00, nothing, called customer services, it would be in at 5.00

Checked at 4.30, called, definately would be in by 5.00

Checked at 4.55 nothing, called customer services - its diaried to do Saturday, should show Monday! Customer services gave me another number to call, they couldn't help, I called customer services back and they had gone home. Great customer services Halifax!

So there they are, they have left us in the lurch, no money, no food, no nothing. I've no idea when I will get my money back.

Let me add at this point that Halifax have admitted in writing that we have done nothing wrong, and that the £519 was taken as a result of their error.

If you've read this far (thanks, and I'm sure you can see how angry I am) is there anything anyone can suggest - am I entitled to any compensation? Can I claim any damages? Do I have a leg to stand on?

We do get extra cash next week (wages etc) so next week won't be a problem, but its now, how do we get through the weekend (its no exaggeration to say we have got nothing) and I'm bitter because its not my fault.

If I do anything wrong I am sure Halifax will take my money quickly, I don't see why this is taking so long and is so protracted. I have written 9 letters so far and called them about 20-30 times.

Thanks for reading, any pointers would be welcome.

Mikeyorks

You've bumped into that awful malady of large organisations (and some smaller ones) where, when things go wrong, no-one picks it up , shakes it .... and then can see the final solution through. Instead the final fix gets put back into the normal channels, and just takes its normal course .. instead of being expedited. In this case - the refund to your account. They are, from my experience, normally better than that.

Yes - as they left you with no money (and, importantly, could clearly see that, as they have your account) I think they will not dispute they owe you some redress over and above merely returning the funds they took incorrectly.

Write, don't phone them. If you have online Banking you can Email them (it's an internal form you'll find in Contacts / complaints. Copy / paste it into word before sending it - as you don't get a copy). Or write to them here (Customer Relations - Leeds) :-

http://www.halifax.co.uk/contactus/Howtocomplain.shtml

The detail in your OP is broadly all you need. Just tidy it up a bit and add the fact that they must have known they'd left you devoid of funds? Personally I wouldn't mention compensation - just strong hints that you consider they left you penniless ... despite all the promises?

anniecave

I work on behalf of a different sort of large organisation, but I would agree that our customers sometimes suffer because of similar "large organisation" problems.
I would just ask how so many things could go wrong, and I would ask for compensation, if you don't ask, you don't get.
And I belive there are probably even higher routes you can go to complain if you don't get too far. Is there an ombudsmen for financial stuff? I'm not saying they should give you the earth, but this was a serious problem for you and they should understand that.

hooby_groovy

Update

Saturday

Payment was made this morning YIPEE But they got the amount wrong and paid £200 short BOO

I've been on to the Halifax again, spoke to three people, spent 20 minutes on the phone and am no clearer

They admit they are wrong, they say they can see how the error mas made, but don't know when the rest of the money will be paid.

Is there a special place where Halifax recruit? (planet nobrain?)

At least we can do the shopping today

I might even have time to go and check out who is doing the best deal on current accounts for my impending switch !

zorber

Halifax wound me up so i move especially with closing all the little branches i used and make us queue for ages in the larger branches, so i opted with my feet.
One of the best current accounts seems to be A&L at present with high intrest rates on your money left in the account, also if you get some one to recommend you you can get £50 for opening the account.( which i can do if you wish but check it out first)

1jim

I would ask for compensation becaue of the distress caused, if they dont offer you what you consider reasonable ask them to instigate the official complaints policy and proceede to the point where you complaint cant be resolved in house and ask them to refer the matter to the ombundsman, it is my understanding that it costs the banks to involve the ombudsman so they try and pay you off before you get to this stage, also if you find the cheif execs email its worth dropping him/her a line
good luck with it
jim