Halifax Have Taken Xtra: How Do We Get It Back?

RobBarker1979

My wife and I borrowed more money from the Halifax recently for a new mortgage with them. On the date of the new payment, they also took an extra £475 from us (2nd July), this is the amount of our old mortgage repayment. We waited to see if the money would go back in but it didn't, so rang them a week later and they said it should have bounced back and it was their error, so they'd send a cheque to our bank (HSBC) for the amount.

Last Thursday (19th) I checked with HSBC and they had no record of any cheques, and found out we've been fined a total of £75 for going over, which is entirely down to Halifax and the money they took from us. TO cut a long story short, after several phone calls with several people who didn't seem to have a clue what our problem was, we've basically been told it's all down to the postal strike and that a new cheque was sent Priority mail on Friday. I asked why they couldn't refund us instantly and they had the gall to say if we banked with them we could have but because we don't they can't. I find this hard to believe and even harder to stomach. I chequed with HSBC today and there's still no record of a cheque. We're seriously out of pocket here, has anyone got any tips? They also gave us an address to claim back our bank charge that they owe us but I'm not entirely convinced by that either.

Thanks

dunstonh

If you are not happy with their service, complain to their customer relations department. That is all you can do at this stage.

Scott

They should be able to refund you electronically by CHAPS to have the funds in your account same day, or at least by BACS. Sending refunds by cheque is just stupid in this day and age.

Whether or not you'll be able to reclaim any fees will be down to their company policy, in many cases you can, but will have to forward highlighted statements showing the fees being raised as a result of the extra payment being taken.

In short, as dunstonh says, see if you can't speak to their complaints team.

RobBarker1979

They're now claiming it's HSBC's fault we've been charged so they have to refund us. I can't see this happening as we recently won back bank charges from them. Surely this Halifax's mistake and they need to compensate us? Their service has been appaling over this.

RobBarker1979

We still haven't recieved a cheque and we have another payment coming up in two days? Has anyone got any more advice?

kingkano

Wouldnt this fall under the direct debit guarantee?? Have you asked HSBC (your bank I presume)??

RobBarker1979

My wife was advised by the bank today not to cancel the direct debit. We had warned Halifax we would do this and they just said "Okay" like they couldn't care less. I was wondering what would happen if we told them that we simply can't afford another payment until we get the money back, which isn't a lie anyway. I'm disgusted by the apparent lies regarding the sending out of cheques to HSBC, I don't know how many times we're expected to ring asking for our money.

Noz

Was the £475 taken by direct debit? If so inform HSBC that you need a direct debit indemnity and HSBC will ensure that funds are in your account within 24 hours.

RobBarker1979

Thanks for your help. Halifax paid it in electronically in the end, literally hours before they took this months payment, which leads us to believe there was never a cheque in the first place! I tihnk we'll be complaining