Halifax being a nightmare

bristol_pilot

How patronising is it to say that someone who is retired and age 65 (not all that old these days) cannot understand/use a credit card or doesn't need it. My Mother is nearly 80 and uses hers all the time. The lady in question is an adult and was quite correctly treated as such by the bank staff - that is not mis-selling. It would be far worse for the bank staff to treat anyone with a few grey hairs as if they were an imbecile.

bendix

Another abuse by a bank, which is no more than them doing their normal job, trying to service a customer who (frankly) doesnt know what she's talking about. Another misselling which is not a misselling.

Honestly, do people get so bored in their lives they have to make up problems where there aren't any.

She wanted a new account. She got a new account. She also got a credit card, which she probably said yes too, but doesnt really want. Simple. Cut the damn thing up.

How hard does it have to be?

What a pampered lot we are.

By the way, nightmares are what happen in Rwanda or Bosnia. Not a slight misunderstanding caused by a bank misunderstanding the directions from a customer who doesnt know what she's asking for or saying yes too.

System

Everyone is different, just because some members who have posted comments on this thread do understand financial stuff like credit and debit cards, does NOT mean that everyone else will or should understand it.

It is nothing to do with age, there are people from 16 to 99 (and beyond) who do not understand finances and may not want to learn.

The OP asked for advice to resolve the errors that Halifax made, not for advice on how to educate their elderly parent.
The OP's mum wanted to close the original account, the reason was immaterial, and those MSE members who asked why, were just being cheeky (IMO).

Someone who goes into the bank to close an account and simply wants to open a new savings account with debit card, who then comes out with a current account, credit card, etc. has obviously been sold or given something they did not want or ask for, at best this was pressure selling, at worst it was incompetance of the bank staff. If the member of staff did not follow or understand what the customer was asking for, then that does not give the member of staff a license to push something completely different, they should have asked more questions, and/or given the customer relevant leaflets and advice to go and think about it before commiting to anything.

athensgeorgia - if it were me, I would be closing all accounts with the Halifax (especially having read the numerous threads on this forum showing negative experiences with Halifax) and take my business elsewhere.

opinions4u

BAA1 wrote: »

Someone who goes into the bank to close an account and simply wants to open a new savings account with debit card, who then comes out with a current account, credit card, etc. has obviously been sold or given something they did not want or ask for

If they did ask for a debit card, then a current account is more appropriate. I don't think this was the request though. But misunderstandings do happen. Indeed, have you just misunderstood what the customer wanted?

at best this was pressure selling

Absolutely not. At best this was opening the customer's eyes to products that would allow her to manage her finances more effectively.

, at worst it was incompetance of the bank staff.

At worst it was flogging stuff to score more sales points without any regard for the customer's needs.

We don't actually know the truth, we weren't there.

If the member of staff did not follow or understand what the customer was asking for, then that does not give the member of staff a license to push something completely different, they should have asked more questions, and/or given the customer relevant leaflets and advice to go and think about it before commiting to anything.

And what eveidence is there to suggest that these questions weren't asked? As for your "go away and think about it" idea, we simply don't live in a world that works like that. The credit card has a cooling off facility though and (despite the failure to resolve so far) putting the current account situation right shouldn't be rocket science.

if it were me, I would be closing all accounts with the Halifax (especially having read the numerous threads on this forum showing negative experiences with Halifax) and take my business elsewhere.

Halifax and BoS have more personal customers than any other bank. Yet the FOS reported their complaints record per 1000 accounts at 1.2, better than any other major bank and 70% lower than Santander, Barclays and Nat West.

We don't know the full facts here. But if the customer does want to reverse the situation then this should be actioned swiftly and efficiently.

bendix

Yeah, but it's not you, is it BAA1. In fact, it's not even athensgeorgia.

It's someone else - a grown up person capable of making decisions alone, unless she's mentally !!!!!! in some way.

Not understanding something is a cop out. As an adult, it's our duty to take a basic interest in these things.

That's the problem with modern Britain . .noone wants to assume responsibilities for themselves anymore.

System

opinions4u wrote: »

If they did ask for a debit card, then a current account is more appropriate. I don't think this was the request though. But misunderstandings do happen. Indeed, have you just misunderstood what the customer wanted?

My understanding (from post #1) is that the Op's Mum wanted an identical account with Cash Card but that account is no longer available so the nearest equivalent was a savings account with Debit Card.

Is that a misunderstanding ?

........

bendix wrote: »

Yeah, but it's not you, is it BAA1. In fact, it's not even athensgeorgia.

It's someone else - a grown up person capable of making decisions alone, unless she's mentally !!!!!! in some way.

Not understanding something is a cop out. As an adult, it's our duty to take a basic interest in these things.

That's the problem with modern Britain . .noone wants to assume responsibilities for themselves anymore.

Get Real, the world is not that straight forward, it is a diverse environment with many differing experiences.

As opinions4u has correctly pointed out, we were not there so are only commenting on third hand info, but I have a right to say what I would do in similar circumstances (just like anyone else can)

I hope your family members never need any help from you when they get confused about something they do not understand

pqrdef

MarkyMarkD wrote: »

But don't blame the Halifax staff for mythical "mis-selling".

Just the other day on these very boards, a bank employee was telling us the large majority of customers are financially illiterate.

But many bank products are just not suitable for the financially illiterate. Selling them to people who don't understand them is mis-selling.

athensgeorgia

bendix wrote: »

It's someone else - a grown up person capable of making decisions alone, unless she's mentally !!!!!! in some way.

No not mentally !!!!!! shes just lacking common sense.

Unfortunately we couldn't make it into the branch today, Mum had a Dr's appointment and I had other plans so could only spare an hour which Mum thinks isn't sufficient. Given the service she's had so far I can understand her being apprehensive.

No my Mums not financially literate which is why shes asked for help. But I think when somebody specifically says she wants a savings account with card to use in the cash machine which is the usual way she explains it, to also tell them she has an RBS account which all her direct debits come out of and her pension goes into why would the 'sales person' think I know she needs a current account NOT what shes specifically asked for.

And even if people think the initial sale wasn't done wrong by the Halifax it doesn't excuse the continual mistakes they've made afterwards. 3 different people were supposed to close the current account, 2 people were supposed to issue the cashcard for the savings account and 2 people have given 'goodwill gestures' so easily, Why if they've done nothing wrong?

opinions4u

2 people have given 'goodwill gestures' so easily, Why if they've done nothing wrong?

Because chucking money at complainers reduces the risk of them going to the FOS.

Personally I think putting things right correctly and quickly is a better bet.