Halifax banking service a complete joke

rebma_2

So, I have had my mortgage with Halifax for over 10 years. For about 5 years I've also had a Visa Electron account with them (for paying for budget flights). I've been logging into the online banking for a few years now, only occasionally.

Recently I opened up a new Reward account to use as a bills account, and it all appeared to be going well. Until today, when I logged in to internet banking, and tried to transfer some money from the new account to my current account. I got a message saying that my online access had been suspended and that I would have to call the number for them to reset my account.

So I called the number and spoke to a complete numbskull who proceeded to ask me a bunch of security questions of which half of them I had no idea of the answer to because it's a new account and I didn't know whether any of the direct debits were set up, etc etc, and because I've not logged on to the internet banking since the account was set up.

She told me I had failed security and will have to go into a branch with 2 forms of ID. She refused to allow me to speak to a supervisor because I had failed security. She would not ask me any further security questions because I had failed security. She would not ask me any questions about my other accounts.

In this day and age I find this absolutely ridiculous and absolutely appalling customer service.

I would like to tell Halifax where to go but I'm not sure how far they've got with transferring my direct debits over and how easy it would be to get them transferred back to the old account.

Oh, this is my first time post to MSE forum - because I'm so fuming! Apologies if I've posted in completely the wrong area or broken any etiquette...

brokeinyorkshire

What security questions did they ask you?

Why didn't you know the answers to the ones about the Direct debits?

Unfortunately if you fail DPA its standard procedure to send the customer to branch.

Is this just a rant or are you asking a question??

J

Milarky

I have had exactly the same experiences as the OP. You don't expect to be challenged with up to five questions about which accounts you already have, direct debits, etc etc simply to be able to speak to anyone about a PROBLEM! The attitude taken is simply disproportionate - there can be no excuse for it beside the sheer size and impersonal approach of a mega organisation.

Now you 'cross' the high street to (say) Lloyds - and there's an even larger organisation - but at least they are a proper bank - and they don't seem to put barriers in the way of customers who want to talk to them.

zppp

I am sure the OP would come on this site saying that they were not identified sufficiently, if the shoe was on the other foot. Some people will never be satisfied...

jen245

Its not just Halifax that do this, my hubby banks with HSBC, and he locked himself out of his internet banking, and when he called, half way theough the call he got cut off, and when he called back, they said because he hadnt completed the security procedure, he would need to go to a branch with ID to unlock his online facility.
If you dont pass the security questions, then the bank have no proof they are speaking to the account holder, its for your own protection, however inconvenient.
If you have only recently opened the reward account, it could be that its not fully functional yet, that takes a few days, which could be why they have suspended your access. I also managed to suspend my Halifax online banking just after I opened my reward account.

Iris_Blue

You failed the security questions of your own bank account , what do you expect ?

Personally Id be more than happy to pop into my branch if I had done that. She, who you called a numbskull, did the right thing.

What would you do if someone accessed your account by failing security questions and then demanding to speak to a supervisor ?

Svenena

I once failed security for telephone banking at my bank because I couldn't remember which of the 4 branches in my city I'd opened my account at, ten years previously. And apparently they didn't have any alternative questions they could use.

It was especially aggravating considering I was able to google my sort code after the call and easily find which branch it was. So not even a very secure security question. Fortunately I was able to resolve the issue in the end without telephone banking (there was no problem with online banking, but I needed to speak to someone), and I haven't attempted to use it since.

[Deleted User]

Svenena wrote: »

I once failed security for telephone banking at my bank because I couldn't remember which of the 4 branches in my city I'd opened my account at, ten years previously. And apparently they didn't have any alternative questions they could use.

It was especially aggravating considering I was able to google my sort code after the call and easily find which branch it was. So not even a very secure security question. Fortunately I was able to resolve the issue in the end without telephone banking (there was no problem with online banking, but I needed to speak to someone), and I haven't attempted to use it since.

same here sadly
standard procedure is effective but inconvinient sometimes

PNPSUKNET

I had the exact same complaint, [EMAIL="eric.daniels@ lloydstsb.co.uk"]eric.daniels@ lloydstsb.co.uk[/EMAIL] . They are aware of this with the call centres, I didnt have to take id even though they asked me to.

opinions4u

PNPSUKNET wrote: »

I had the exact same complaint, eric.daniels@ lloydstsb.co.uk . They are aware of this with the call centres, I didnt have to take id even though they asked me to.

If I'm not mistaken, Eric is now history.

OP, it may be a frustration, but if they'd opened your online banking up to a fraudster who only answered 2 out of 5 security questions you would be even more upset.

I called the number and spoke to a complete numbskull

It sounds like they did their job properly. There is absolutely no need to describe somebody in that way when they are actually protecting your account.

She would not ask me any further security questions because I had failed security. She would not ask me any questions about my other accounts.

Answer this. How many chances should they give a possible fraudster to get access to your money online?

pinkdalek

rebma wrote: »

So, I have had my mortgage with Halifax for over 10 years. For about 5 years I've also had a Visa Electron account with them (for paying for budget flights). I've been logging into the online banking for a few years now, only occasionally.

..

So up until that point it appears everything was ok with Halifax, I mean one incident, and you spit your dummy out.

Imagine if Halifax would have allowed a fraudster to access your accounts without going through security questions. It seems the operator gave you plenty questions (chances) to get it right. She has an obligation to protect your account does she not?