Halifax account switch problem - Been asked to come to branch, what should I expect?

blon

Hello,
I recently opened a Halifax account online to benefit from the 5GBP per month + 100 GBP switch premium. My application was immediately accepted and I have received my debit card. Right after applying, I initiated the account switch online and typed in all my details.

Today I received a text message saying that unfortunately my switch could not be progressed and that I should call the switch team. At the same time my old bank confirmed via text that an account switch had been initiated.

When I called Halifax, the lady said she could not reach the person in charge of my file, but after several holds she put me on said I would need to come to a Halifax branch to sort things out and that once there I should tell them to call the account switching team so they can inform the branch what needs to be clarified. HOWEVER, she could not tell me what it was that was holding them back from processing my switch and that needed to be resolved in branch.

I am ready to go my nearest branch, but what should I expect that they can't sort out from afar? Do they need to make sure I am real person? What documents should I take with me? After all, my account is already up and running (I have received my debit card, but no online login credentials yet), so why the fuss about the switch? Has this ever happened to anybody? It's not my first bank account and I have not seen this yet after applying online. Do they want to make sure I build up a relation to a local advisor so they can better sell me other products, insurance and stuff?

Best,
Bob

System

Phone up the switching team and tell them you're busy - if they wish you to visit a branch they'll need to be more specific

blon wrote: »

she could not tell me what it was that was holding them back from processing my switch and that needed to be resolved in branch.

I am ready to go my nearest branch, but what should I expect that they can't sort out from afar? Do they need to make sure I am real person? What documents should I take with me? After all, my account is already up and running (I have received my debit card, but no online login credentials yet), so why the fuss about the switch? Has this ever happened to anybody? It's not my first bank account and I have not seen this yet after applying online. Do they want to make sure I build up a relation to a local advisor so they can better sell me other products, insurance and stuff?

Best,
Bob

xylophone

There may have been an error on their side - an acquaintance recently opened an account with a certain bank on line (perfectly successfully) and visited a branch to organise a switch, apparently perfectly successfully.

He subsequently received a phone call from the switching team concerning a problem - it transpired that a member of staff at the branch had not sent all the paperwork completed at the switching appointment to Head Office...

Matters were quickly sorted out and the switch is proceeding.

colsten

You have nothing to worry about if your switch is genuine. Just call them / go into branch with your proof of ID and address. Also check what the credit agencies have on file for you.

NB. Don't tell Halifax that all you are interested in is the monthly fiver.

bouicca21

There seem to be a swathe of technical glitches possible. I've just been through one. What I found was that the staff at both banks were only interested in doing their jobs. I was quite open at both ends that I simply wanted the incentive, they weren't bothered.

GingerFurball_2

Heng_Leng wrote: »

Phone up the switching team and tell them you're busy - if they wish you to visit a branch they'll need to be more specific

That won't fly. If he's been asked to visit a branch then there'll be a reason for it.

When I opened my TSB Plus account I had to finish the application in branch. Turns out that because I'd applied with my new address details, their system had thrown up a 'refer' message that meant I had to take proof of address in.

Whatever the issue is is likely to be a formality - just one that needs to be done in person. If there was anything to worry about Halifax could easily have pulled the 'actually we're closing your account' trick.

meer53

When you switch banks, all personal information has to match at both banks. If there are any differences at all the switch can't go ahead. Could be something as simple as an address format or name difference.

If it's name or address issue they'll probably need some sort of ID.

MABLE

I know when I switched to MKS they said it was imperative all information was correct otherwise the switch will get rejected. Based on the fact they OP can operate the new account it must some issue with the switching process and nothing else.

System

It would have to 'fly' for me...

I'm not going to spend my time (and money) visiting a branch unless I deem it worthwhile. If they did not provide details then I wouldn't go unless I was otherwise passing.

GingerFurball wrote: »

That won't fly. If he's been asked to visit a branch then there'll be a reason for it.

When I opened my TSB Plus account I had to finish the application in branch. Turns out that because I'd applied with my new address details, their system had thrown up a 'refer' message that meant I had to take proof of address in.

Whatever the issue is is likely to be a formality - just one that needs to be done in person. If there was anything to worry about Halifax could easily have pulled the 'actually we're closing your account' trick.

meer53

Heng_Leng wrote: »

It would have to 'fly' for me...

I'm not going to spend my time (and money) visiting a branch unless I deem it worthwhile. If they did not provide details then I wouldn't go unless I was otherwise passing.

Not even for £100 ?

Armorica

Yes, the most likely is that your name and address details aren't a match for your old and new bank