Halifax being a nightmare

athensgeorgia

I could have probably posted this in Praise, Vent and Warnings but I'm hoping for some advice too because I'm gearing up for a battle tomorrow.

My mum had a savings account with Halifax which comes with a cash card. She went into our local branch to close it for reasons I won't bore you with and wanted to open an identical account just with a new account number. They don't actually do the original account anymore.

The next day she came round to my house after going into branch to pay £100 into her new account to activate a debit card being sent. Alarm bells started ringing so I asked Mum if I could see the paperwork. Low and behold they've opened her a current account and credit card. I have no idea how a credit card even came into this.

So as Mum was busy I knew full well they couldn't tell me anything confidential but went into branch anyway to complain that I felt it had been 'mis-sold' to her, shes 65 and never had a credit card before why does she need one now especially whens shes just on state pension. I also explained she doesn't fully understand a credit card that the staff member had told her and these are the actual words 'If your washing machine breaks you can use this card and don't have to pay anything for 2 months'.

The person I spoke to lodged my complaint and said the manager would be in touch. She rang mum who said she wanted to close both these accounts and wanted just a savings account with a card on it. I don't know the exact conversation because my mum didn't really understand herself so trying to explain it back to me it just didn't make sense.

The next day I rang the call centre explained to them what had happened and seemed to be getting somewhere. They assured us the new savings account was open gave us a new sort code and acc number said they'd transfer the balance to mums new savings account from the current acc and it would be closed, the credit card would close itself when she didn't activate it, so far so good. They also said a new cash card would arrive 5-7 days later. And they sent her a cheque for £30 because of all the hassle shes had.

3 weeks go by and still no cash card, Mum rings the call centre again to be told cards not been issued we'll do it now heres another £25 (which still hasn't arrived or credited to the account). A cash card arrives in the post with wrong acc number this one is for the current account which is supposed to be closed.

So now we're going to go into branch tomorrow to see if we can get anywhere I suggested she close everything and just open a savings account elsewhere, I've seen one at Natwest which sounds just right for her especially after the one Halifax was supposed to have opened is only meant to be for customers with a current account which technically mum isn't supposed to have. I can feel a fight coming they seem to have been really incompetent from the account opener to the manager and even the call centre.

Can I threaten them with the ombudsman? Who is it exactly? Am I wording things wrong? Is there any terminology I should be using to get this current account closed and a savings one open?

P.S Shes not concerned about the interest rate she doesn't pay alot into it.

McKneff

Just stop jumping up and down, cos you'll get precisely nowhere. Dont go into the branch with all guns blazing, after all, this has happened to your mum, not you. So stop with all the we business.



At the risk of being bored, why did she want an identical account but a change of account no.

Your mum would have been asked if she wanted a credit card, she would have said yes, she would have signed it.
She is allowed, she is 65, not 6.

The credit card wasnt activated so all she had to do was cut it up. That's that dealt with.

Ombudsman - no, they would laugh you out of the branch.

By the way, the sort code would always be the same on any account. Its the 'address' of the bank so to speak

Just go in calmly and let your mum explain. She may want to sort this out herself, does it not occur to you that she may be embarrassed by your actions.

MarkyMarkD

I'm sorry, but it sounds like the original request didn't make any sense, so the Halifax staff probably didn't understand it either.

There is no earthly reason to close a savings account, just to get an identical one with a different account number.

If they said "would it be useful to have a debit card" and "would it be useful to have a credit card, so that in an emergency you have access to funds to pay for, e.g., a washing machine repair" and she said "yes", and signed on the dotted line, it's not mis-selling, it's offering something which your mother accepted.

If you want to run your mother's life for her, certainly tell her that she was wrong and suggest she closes the accounts she chose to open. But don't blame the Halifax staff for mythical "mis-selling".

ses6jwg

Just because somebody is old does not mean they cannot benefit from a credit card.

If your mother had bought, for example, a sofa from MFI with cash, and then went bust, she would have very little recourse to getting her money back.

Had she paid on a credit card she could claim the money back easily

opinions4u

It does sound like a staff member has proactively "sold" the credit card and current account and this will earn more brownie points than simply moving funds from one savings account to another.

That's not to say that Mum couldn't benefit from a current account and a credit card. They could have been "sold" for perfectly good reasons - 50+ days of interest free credit when the washing machine needs replacing is an excellent example of when a credit card can benefit the customer.

Shes not concerned about the interest rate

So a current account with debit card direct debit functionality could be considered as a better account than an ATM only savings card. Worth checking if there's a £15 monthly fee on the current account though.

I have been in a position where I've had very intelligent conversations with customers, explained key product features, checked for understanding, got the signature on the application form and two weeks later they've been back in completely bewildered with what they've got. I like to think I'm a fairly clear and direct communicator and incidents like this, while rare, were also infuriating because I knew that I had done things fairly and by the book.

We don't know if the same has happened to Mum. The branch should be able to unwind / cancel what's happened and reinstate a suitable savings account. The branch management will doubtless keep an eye on the seller because there is the possibility of sharp practice (and this is a reason as to why people should complain). This will then mean that there's no need for the FOS, other customers are protected against any potential wrongdoing and you and Mum can dance happily off in to the sunset.

pauldobie1966

I had odraft with the halifax of 5000 was odrawn to the full amount I was paying 300 a month for 18 months so thats 5400 paid I have reduced my payments for the last 3 months to 200 so thats a total of 6000 pounds I have paid them but my balance is still 2800 can anyone work this out for me and let me know if this is correct. Thanks

athensgeorgia

McKneff wrote: »

Dont go into the branch with all guns blazing, after all, this has happened to your mum, not you. So stop with all the we business.

Not exactly what I was planning on doing but seeing as though all she wanted to do was open a savings account this has taken up quite alot of my time, time I haven't really got to spare especially over something so simple.

McKneff wrote: »

At the risk of being bored, why did she want an identical account but a change of account no.

Because my nephew had his JSA paid into the account and after he had beat her up the police advised her to cut all contact with him which obviously meant don't have contact to give him his dole. And as it was a payment into the account the only way it could be stopped was by closing the account.

McKneff wrote: »

The credit card wasnt activated so all she had to do was cut it up. That's that dealt with.

Which I did because SHE asked me to.

McKneff wrote: »

Just go in calmly and let your mum explain. She may want to sort this out herself, does it not occur to you that she may be embarrassed by your actions

Actually from the 4 phone calls and a text message telling me I need to sort this out for her I think she wants me to sort it out for her.Yes she may only be 65 but she doesn't know the difference between a credit card and debit card and is a believer in if you can't pay cash for something you can't afford to buy it. She always has money in her account for emergencies so would never really use a credit card. Why would someone offer the 'benefits' of a credit card when you've specifically gone in requesting a savings account?

ses6jwg

athensgeorgia wrote: »

Not exactly what I was planning on doing but seeing as though all she wanted to do was open a savings account this has taken up quite alot of my time, time I haven't really got to spare especially over something so simple.




Because my nephew had his JSA paid into the account and after he had beat her up the police advised her to cut all contact with him which obviously meant don't have contact to give him his dole. And as it was a payment into the account the only way it could be stopped was by closing the account.



Which I did because SHE asked me to.



Actually from the 4 phone calls and a text message telling me I need to sort this out for her I think she wants me to sort it out for her.Yes she may only be 65 but she doesn't know the difference between a credit card and debit card and is a believer in if you can't pay cash for something you can't afford to buy it. She always has money in her account for emergencies so would never really use a credit card. Why would someone offer the 'benefits' of a credit card when you've specifically gone in requesting a savings account?

Because that's the way all banks and building societies now work, and it is imposed from the top down.

athensgeorgia

opinions4u wrote: »

That's not to say that Mum couldn't benefit from a current account and a credit card. They could have been "sold" for perfectly good reasons - 50+ days of interest free credit when the washing machine needs replacing is an excellent example of when a credit card can benefit the customer.

She has an everyday current account which has direct debit and debit card facility on it, so when they offered the switching over service she specifically told them I want all my money and everything to stay the same with the RBS.

opinions4u wrote: »

The branch management will doubtless keep an eye on the seller because there is the possibility of sharp practice (and this is a reason as to why people should complain).

My mum complained in branch which was supposedly dealt with by the manager and also did an official complaint via the call centre and were told both times that we would hear what the outcome was. I use the term we because my mum asked I be told too because she doesn't understand.

McKneff

Actually from the 4 phone calls and a text message telling me I need to sort this out for her I think she wants me to sort it out for her.Yes she may only be 65 but she doesn't know the difference between a credit card and debit card and is a believer in if you can't pay cash for something you can't afford to buy it.

So teach her the difference, I understand that she wouldnt understand it unless someone actually explained it to her.
So re-educate her, youre never ever to old to learn, Im 61 and Im still learning. I'm dong evening classes to learn about things.
If she had a credit card I would always advise if you are buying anything over £100 then pay it by cc, you have major protection, companies go bust by the shed load these days, the cc companies are equally responsible if you are shafted by a company who takes your money and then goes bust.

athensgeorgia

McKneff wrote: »

So teach her the difference, I understand that she wouldnt understand it unless someone actually explained it to her.
So re-educate her, youre never ever to old to learn, Im 61 and Im still learning. I'm dong evening classes to learn about things.

Believe me I've tried its just hard to get through to her, shes really set in her ways and seems unwilling to learn anything new. I've tried to explain things in the most simplest of terms and she just doesn't listen shes just a bit difficult sometimes. Any card you can pay for things with is called a credit card according to my mum even though she only has a debit card. My MIL is 68 and has both a credit and debit card and knows the difference and manages quite fine so I know its not all older people its just my mum who thinks these small differences don't mean anything.

I can quite honestly believe that when she went into the Halifax originally she might have worded things wrong so ended up with stuff she didn't want. But it doesn't mean they have to continuely get things wrong, asking them to close a current account and open a savings account shouldn't be hard. A manager and 3 call centre staff shouldn't still be getting it wrong especially when we were on the phone to them for over 2 hours in total. You know its not going to go to plan when they don't telephone you when they say they will if they can't manage the small things like phone call can they manage closing an account?

I've got to go 8 hours of college and 7 hours of work for 3 days straight means I'm not concentrating, I shall report back tomorrow on how the Halifax continues to handle the problem.