Halifax online nightmare

catalonia13

I am tearing my hair out here, maybe some advice from any of you guys could help me (please)?!
Every single week for years, the day before my tax credits go in I check all my standing orders, and I change some if I have to, I've always done this the day before, usually in the evening, never ever had a problem. Last night I change the date of 6 of them to next week, and the amount of one, got the usual 'confirmation' screen etc, but this morning they've all gone out, this has left me without enough for a couple of DD's due at the weekend (not to mention shopping!) but what gets me the most is I can't get anywhere with the Halifax, stubborn is not the word for them, I've been told 4 different things by 4 employees, varying from 'you have to make ammendments 48 hours before its due to it has to be done before the bank closes at 5pm, or 8pm, one even hung up (I think!) and no, I did not shout or be rude, I remained very calm and quiet, though I did keep repeating the same thing, why has this happened now?! , in fact I actually ended up in tears with the last one which is not like me!! They just won't budge and keep insisting I did it too late, so obviously it's my fault. Any advice from anyone would be most appreciated, and unfortunately I cannot change, I'm a 'cat C' (unwanted!) customer with a cashcard only account.
Apols for the long post, I have tried to keep it as short as poss.

loobs40

MY experience is that you have to make these changes several days before. I don't know the technicalities of banking batch processing, but what you describe doesn't surprise me I'm afraid

catalonia13

They say (on the amend screen) you have to make them 'one bank working day' before, so I made them on the 16th, the day before they were due,the 17th, as I have always done......

System

Unfortunately i dont trust banks either if i have to change my standing order. I give them at least 5 days notice to prevent whats obviously happened to you.

You could try drafting a letter through www.howtocomplain.com. I have done that this morning over my electricity account. I normally find that going through them provides a decent result.

Good luck.

newfoundglory

I'm not surprised at this... but you have to admit leaving it to cancel right at the last minute was probably not a good idea. There has to be some sort of cut-off time... but if the confirmation screen said they had been stopped, and there were not messages about "you must do this x hours before", then definitely complain in writing.

You might have been able to modify the SO up to something like 5pm or 7pm on internet banking, but after that modifications are probably placed in a list to be updated the following day.

I have three different bank accounts with three different banks, all payments and SO's work differently on the different accounts... on one account a payment will leave the account anything up to 1.5 hours before midnight on the day before the payment is due (but it will be dated as having left the following day)... on another it leaves the account at 8pm on the day its meant to leave, on another it leaves at some point between midnight and early the following morning.

You shouldn't really rely on modifications outside of banking hours. And since they have already entered the clearning system, I don't think its possible to stop and recall them until they arrive. Try and reduce the damage by asking them to waiver any possible fees and charges before you get any...

patchwork_cat

It does say on the Halifax website that the changes must be made 1 working day before.

As for 4 different responses that does not surprise me. I have had allsorts of conflicting information from call centre staff, but when I can get through to the branch, sneak through the switchboard, they are much more consistent.

As with all call centres they have to answer so many calls in a set time. Some of them can't get away fast enough and yes I have had the phone picked up and put straight down- obviously gatting their :mad: average time per call right down!

catalonia13

Newfoundglory,
You're right, I will admit I do leave it a bit late, but I have always done this the day before for the last 2/3 years, OK, now I know it's not going to work any longer I'll will have to sort myself out and do it sooner but I still son't understand why this has suddenly changed, I can only assume they have changed something, though they insist they havent', I know they have because normally, every week, these standing orders do not even show on my account until the day after, this week, for the first time, they are showing on the actual day........

catalonia13

patchwork_cat wrote:

It does say on the Halifax website that the changes must be made 1 working day before.

Yep, so if they're due out on the 17th, and I change them on the 16th, isn't that one working day?! Nowhere on their site does it say anything about being in bank working hours or before a certain time,

System

Yep, so if they're due out on the 17th, and I change them on the 16th, isn't that one working day?! Nowhere on their site does it say anything about being in bank working hours or before a certain time,

It has to be a complete working day.

catalonia13

Hi Judi,
It may well be but my questions still remain the same!

1. Why has this never been the case before now,
2. It does not mention this anywhere on their website, and
3. Why did I get the 'confirmation' screen......?

hopefulfooluk

Whatever you do, make sure you cancel the direct debits and explain to the organisations that you cancelled them by accident. That way you won't be lumbered with £100-odd of charges from halifax, and you'll have a week or so to get the funds back in there while they set the DDs back up again.

Chris