Disgraceful Halifax Conduct

a&akay

MIL, who is 87 and not in the best memory condition, was told by phone that she had to call in and prove her residency status. She's been with Halifax for 20+ years at the same address. My OH told her that was likely a selling ploy as she has £25k+ in a saver and wants to keep that as it is, low interest or not. Duly turned out that way and we are monitoring what may or may not have been changed on her log in as result as she has no idea what transacted. Disgraceful!!!!!

eskbanker

It might be worth helping her to make a formal Subject Access Request under the Data Protection Act and asking for a recording of the call - if they made out that this branch visit was mandatory then this would add weight to the complaint.

Easy to say with hindsight I know but if she's getting to the stage where this sort of thing can happen, is it worth accompanying her in such situations should they arise again or doesn't she believe she would benefit from assistance?

VT82

A Halifax drongo left me a voicemail to say they needed to speak to me URGENTLY about my account. I suspected it was a sales call, but due to the claim of 'urgency', I was worried it might have been fraudulent qctivity, so called them back.


It was, of course, an attempted sales call. I gave him a bit of a dressing down on the phone, asking him how many elderly people he had given panic attacks to by making the same claim on a voicemail. I then complained about his actions via a private message on my IB, got a call back within half an hour, and five minutes later had an extra £25 in my account for goodwill. Almost too easy

jimjames

a&akay wrote: »

MIL, who is 87 and not in the best memory condition, was told by phone that she had to call in and prove her residency status. She's been with Halifax for 20+ years at the same address. My OH told her that was likely a selling ploy as she has £25k+ in a saver and wants to keep that as it is, low interest or not. Duly turned out that way and we are monitoring what may or may not have been changed on her log in as result as she has no idea what transacted. Disgraceful!!!!!

So would it be disgraceful if they have moved her from an account paying 0.1% to one paying 1%?

Seems strange that they need to see her for that but based on your comment that she isn't in the best memory condition, how reliable is her version of events? Easy to criticise Halifax when they've done wrong but probably best to get the actual facts before doing so.

Might also be worth you getting more involved in helping with accounts if she is at the stage of not being able to make her own choices, perhaps investigate Power of Attorney before her memory gets any worse.