Halifax Issue

cleared_my_finances

Hello all,

I have just got off the phone once again from Halifax and would like some advice

To give a brief outline, in November I had a problem with my account - after many months - today in fact - Halifax have accepted this was down to a system error that effected my account which left me £1500 overdrawn ( it basically was crediting my account back when I had purchased something and as I was expecting a large payment to go through which didn't in the end ) I thought it had, they even let me transfer money in branch because to both of me and the branch it was showing as an available balance

At the same time my overdraft limit of £250 disappeared on my account, I was originally told on the phone that I had been informed this by letter , I asked when this was sent to which I was told they couldn't see them online, they then send it was because money hadn't been credited into the account - which I showed it was - then finally they said it was to do with branch and I need to go in there tomorrow to sort it out


I first reported this to them when it happened in November and have only just today heard back from them with an answer, they are saying that they accept they were in the wrong and therefore will refund one month of the charges that have been put on my account but they will not refund anymore than this because its a branch issue as to why my overdraft disappeared

I fully cleared the account in Jan after not getting a full response from then as to what was going on but due to previous months charges etc it went back over - which if my o/draft had not disappeared it would have


At the end of the day all I am after is for all charges I have received as a result of this to be refunded - as they have accepted they were in the wrong I do not believe this is unreasonable and for an explanation as to why my overdraft disappeared, do you think they will give me this in branch or do you think I should just give in on it all? there explanation as to why the overdraft went seems very suspect to me

Any advice would be greatly appreciated

Lokolo

Overdrafts can be stopped at any time and the money demanded back. They should not be used as a longterm solution and only be dipped in at times. So this part of your complaint should be discarded as they have done nothing wrong here. However, the other problem with the £1500 overdrawn (which I don't fully understand the situation anyway), they have given you a solution and compensation.

If you are not happy with what they have refunded you can refer your complaint to the FOS:

http://www.halifax.co.uk/contactus/howtocomplain.asp

cleared_my_finances

Lokolo wrote: »

Overdrafts can be stopped at any time and the money demanded back. They should not be used as a longterm solution and only be dipped in at times. So this part of your complaint should be discarded as they have done nothing wrong here. However, the other problem with the £1500 overdrawn (which I don't fully understand the situation anyway), they have given you a solution and compensation.

If you are not happy with what they have refunded you can refer your complaint to the FOS:

Hiya,

Thanks for getting back to me,

I think I am probably best to go into branch tomorrow and try and sort it, dont think I explained it very well on here

With regards to the overdraft its not that I ever considered it a long term solution or anything like that, I had only had it 2 months before it went, it was more that it went without me receiving any notification

With relation to the charges as I say I am not explaining myself very well but basically what Halifax have done in essence is accept they were in the wrong but have offered me about 50% of the charges that I received as a result of the error

Thank you for your help though

Lokolo

OK well if they have only offered 50%, then reply saying that you want 100% of the charges - give reasons, say why the charges were and why. Then say you need a response within 2 weeks or you will be raising the issue with the FOS.

There are a few (ex)Halifax workers on here who might be more helpful.

cleared_my_finances

Just to give an update

I called Halifax on 24th May and spoke to Head Office who informed me a manager would call me back within 48hrs and that they will collect evidence of the letter informing me my o/draft got removed

When I had not heard anything from Halifax- surprise, I wrote an official complaint to them on Monday 30th May, I checked with them on Wed 8th to make sure they received the letter for which they said it was logged on the system and that I would receive a response from them within 5 working days

Thats fine I thought and when I checked the post this morning and got a letter from Halifax I assumed it was from the complaint department, but no its from Halifax collections informing me that they have served a default notice on the account in question!

I am absolutely furious as not only have I tried to get this sorted on a number of occasions I have not received an adequate response from them - or even a response - and the letter notifying of the default has been dated later than the date they have acknowledged they have received the complaint letter

The total they say is owing has not even got the 50% refund they said I would get in it, its for the full amount! The reason its so annoying is that the only amount outstanding is the fees I am arguing back with them

Whats my next step, do I inform collections of the complaint or do I just wait now to hear back from Halifax? Any advice would be greatly appreciated

cleared_my_finances

Hello all,

Sorry for the constant updates and thanks for the advise I have been given so far, a few questions I would like to know the answer for if possible before I take it to the Ombudsmen

1- Are banks allowed to Default an account that there is an active investigation into via the complaints department
2- The banks have indicated that they cannot access any previous letters sent to me - I made a request for proof of overdraft cancellation letter they say they sent me, they are saying that nobody at Halifax can access previous letters

Incidentally the bank have said that the refund has not been put back on my account due to the continuing problems with the system relating to your account- exactly what I have been saying the whole time!!

They are extremely frustrating