Change of address Error

Nicky321

Not sure if this is the correct place to post, but here it is:-

In Jan 14 I tried to use my Halifax debit card online to pay for my house insurance and car tax, my card was declined and i received a text from halifax fraud asking me to confirm this was a transaction made by me, i did but it still was declined. A few days later my daughter came with a letter that was address to myself, but at my daughters address (the letter was about my bank accounts). When i check my account details online my address had changed from my address where I have lived for the past 22years, to her address that she has lived at since July 2013. When I rang Halifax, they could not answer as to why my address had changed ( but had changed January 2014, and that is why my card had been declined) as no request had been made by myself through telephone, change of circumstance form, or letter, they spent a bit of time looking through their systems but could not find an explanation as to why and apologised and credited my account with £100, and made sure my address on my accounts was correct.

Today I have had a letter from Cheltenham & Gloucester, delivered to my daughters address but addressed to myself about my mortgage account saying that I had recently asked the Lloyds banking group to change my residential address held on their records. Again I rang C & G this time, who had no idea why this letter had been generated, as I had not requested a change of address, they where supposedly going to ring me back but have failed to do so. I do hold bank accounts with Lloyds tsb, but have no balance in them and have not used them for many years.

I was going to email the CEO of C & G and also Lloyds Banking Group but cannot find the email addresses for C & G.

Can anyone advise?

Thanks in advance

agrinnall

Sounds very odd, and I'm not sure I believe either organisation that they don't know why the address was changed as their systems should have recorded which employee made the change.

I can't give you an email address for C&G but this is their How do I make a complaint? page

http://www.cheltglos.co.uk/contact-us/#4

Nicky321

agrinnall wrote: »

Sounds very odd, and I'm not sure I believe either organisation that they don't know why the address was changed as their systems should have recorded which employee made the change.

I can't give you an email address for C&G but this is their How do I make a complaint? page

http://www.cheltglos.co.uk/contact-us/#4

The person who i spoke to from C & G earlier said he would speak to his colleague who made the change and ring me back, but he never did. I said from a data protection point of view it was not acceptable and his reply was "all I can do is apologise".
Was going to try and get the the CEO as this generally resolves any problems.

Gers

Interesting and odd! I have had a similar though not the same happening with Lloyds recently. I left my previous address in October last year and registered a correspondence address with the bank. Suddenly, two weeks ago, a letter was sent to a different number in the same street as this address. The postman made sure I got the letter. I have no idea how the number got or was changed, wasn't me! Cue a complaint, cue an offer of £50.00 compensation by letter which went to my residential address despite my correspondence address being registered due to the other not yet being ready for occupation. Cue a second complaint.

All a bit weird.

zerog

When I applied for a Lloyds credit card, my Lloyds and Halifax addresses were both changed to an incorrect variation of my address. Should have complained (about the Halifax change) but the error was inconsequential

Nicky321

It wasn't a variation on my address, it was my name at a completely different address, different number, different avenue. Ive lived at my current address for 22 years so I havent got a clue, and neither do they, as to what happened.
I will be complaining (already complained to halifax over first instance) now to get onto C & G and Lloyds banking group.

nwc389

Have you ever had an account on behalf of your daughter (halifax) when she was younger ? If you have and it is still open it will link you and your daughter so when she amended her address it may bring you up and it was then changed to your daughters address in error.
The 'change of address' would then be circulated all round the banking group which includes your c&g mortgage.

Nicky321

nwc389 wrote: »

Have you ever had an account on behalf of your daughter (halifax) when she was younger ? If you have and it is still open it will link you and your daughter so when she amended her address it may bring you up and it was then changed to your daughters address in error.
The 'change of address' would then be circulated all round the banking group which includes your c&g mortgage.

yes i had opened and held account for daughter when she was younger, but my daughter is now 26 and has had several addresses since she moved out in 2008 but this is the first time its happened and halifax had asked the question but still couldnt answer why it had happened.

nwc389

The changeover to lloyds computer system in Sept 2011 will be at the root of the problem , it caused huge problems with savings account servicing . It would be difficult to track down the exact reason that it happened but it will be to do with the child accounts one way or another . There have been a few glitches with old address history or it could have been that your daughters address change brought you up as a linked person and you were incorrectly included in the change of address process.
The system then updates throughout the banking group the changes it has registered so that would be your C&G mortgage.