Getting fraudulent withdrawals back from Halifax

JeffMinter

A month ago I had £200 taken from my account in 2 amounts, paid through to Betfair in London. As soon as I found out I rang their customer services, who gave the obligatory "we're looking into it" reply. The same day I went to the bank and explained what happened - was asked a few questions while the person filled in a fraud claim on the computer. She said I should expect a letter within a few days, and my money back a bit later.

Went back 2 weeks later to see what had progressed, and was told that I was not eligible for a claim, and that a letter was sent explaining why. Only, I never got one. She said she wrote a little note on the claims part on the computer asking sending send out another. Once I had this she told me I should write a letter to Head Office to appeal. Would love to, only I still have no letter, no reason why the money was taken, and who took it out. I'm guessing it was done online as the transaction leads to the London Betfair branch, which is their main HQ.

I'm getting more and more annoyed by the lack of action that Halifax has taken about this - I've been with them for 10+ years now, have always handled my accounts carefully and taken measures to prevent fraud and such happening. Obviously, not enough. But how should I go about this, should I contact Halifax Head Office (seeing all my branch can do is fill in meaningless forms and add "notes"), write a letter, complain to the Ombudsman, etc?

Edinburghlass_2

As this is a banking question rather than a Reclaim Bank Charges problem I'll shift this into the Budgeting and Current Account Board. Link for Financial Ombudsman is here.

thesaint

I don't believe that the Ombudsman will get involved at this early stage.
Phone your branch everyday until you receive the letter would be my advice.

Moonbeam

Ask your branch if there is a direct line to retail fraud - or get them to call using the colleague helpline whilst you are in the branch.

I know this is an area they are working on to improve at the moment and that in the past customer service in this area has been seriously lacking.

As a member of staff who has had to deal with these problems in the branch i always find it frustrating that it takes so long to deal with and that the branch aren't really kept informed of the situation.

I would really recommend going into the branch though rather than just phoning the central help desk....to be sure of someone available to speak to you call in advance and book an appointment.

garagemc

Hmmm, I would get the branch's number and try and contact as frequently as possible.

Moonbeam

Quick update - Halifax are updating their fraud systems on 01 March - so wait until thursday and then go into your local branch....:D

JeffMinter

Thanks for the replies - went to the branch again today, got them to send out yet another letter. Sometimes I wish it was the postie playing tricks, but I always get my statements and other info on other bits and bobs (like that new Halifax Secure thing).

moon, do you know what sort of changes are being made?