Halifax lost my money

ICan'tStandIt

8elarus wrote: »

Thanks all! I'm going with a letter by signed for delivery.
Does anyone know who's their CEO or customer service director?
Will also submit the complaint online-just don't trust it. If they lost the money, then they can overlook my complaint...!




No, I've not put a card in and wasn't asked to put a pin in.Simply paid cash. Why? Because I didn't see the point in putting the earnings for the day in just to pay it all out straight away.

Address it to Mr Antonio Horta-Osorio, CEO of Lloyds Banking group who own the Halifax. He won't read it, but one of his slaves will read it and investigate for you.

Lay it on with a trowel how horrible this has been and they will find your money and give you compensation as well as any out of pocket expenses.

Westie983

When was this bill paid?

to pay a non halifax bill i.e. not a credit card giro you would have to pay the money into the account then send the money to HRMC!! you cant pay this bill with cash over the counter, so if thats what you did then the payment wont have got to HRMC, and the cashier would have had a cash over amount in their till for that day.

I would suggest you go into branch and ask to see the counter manager and get them to check the cash error records for that day.

BTW I work in a halifax branch and and as the bank is not a giro bank we only accept non halifax bills paid via a halifax bank or savings account.

hope this helps a little...

ICan'tStandIt

runforlife wrote: »

It will be on cctv.

That's not definite as not all banks run their security cameras 24/7 due to the cost. They will just start them running during something like a raid.

the_insider wrote: »

That was silly. They would have called you tomorrow at the latest and at least got more info if they need it so they can do a full investigation. Now you'll have to wait for it all to go back and forth in writing for weeks rather than a quick call, getting it all sorted and then asking for confirmation in writing. They've probably got a number from your application or something anyway so they'll still call you.
Nose, face, cut, springs to mind.

I hadn't realised that there was a second page so didn't see the update.

Actually, insisting that the complaint be escalated is a good move as it means it will go on the official complaint figures for the Halifax / Lloyds Banking Group.

Complaints closed within two working days are classed as 'non-reportable' and don't get officially recorded as a complaint.

xylophone

BTW I work in a halifax branch and and as the bank is not a giro bank we only accept non halifax bills paid via a halifax bank or savings account.

The clerk at the counter accepted the money and stamped a receipt- if your explanation is correct then the member of staff had been inadequately trained? In itself a matter for complaint?

The OP explained to the manager of the branch that she had paid her HMRC bill in cash over the counter - he, too, was unaware that the bank in which he holds a position of responsibility was unable to process such a payment? A matter for complaint?

It would appear that he then treated the customer with scant courtesy, and did not even offer to investigate what might have happened? A matter for complaint?

Whichever way you look at it, if this happened as the OP described, then the Halifax certainly hasn't covered itself in glory?

Westie983

sure, I was mearly explaining that giros paid in cash for non halifax bills will not be processed, thus meaning that cash is not taken by the staff.

at no point did I say not to escalate it to complaint stage did I?

I was clearing up the issue with cash payments and thus yes there is a receipt with cash paid and stamped but the payment will not have been processed so the cash over is still sitting in the cashier till.

when the systems changed over the end of last year we were not told that non giros were not to be paid in cash so we were paying them all (argos, BT, Tesco CC etc) and they bounced back and we not applied to the accounts, so procedures were changed as when credits fail for giros where the customer has not paid by their card they is no where for the money to be paid back too..

I agree a complaint should be raised especially as it was believed it was paid, but as HRMC are chasing the payment It would suggest that the payment was not received and the cash has bounced back, hence my suggestion to check the cash error records and go back into branch and speak to someone face to face if you want something sorted out quicker then waiting for a reply from a letter...

Westie983

in relation to your comment about the branch manager you may find that they have no knowledge of the counter systems and the procedures as they are managing the branch, with a business manager underneath them who manage the banking team and a customer manager and counter manger who manage the counter and the systems, so it would explain why the manger was unaware, just a thought....

Westie983

thus saying they should have excalated the complaint in branch and investigated it, and I agree thats not good service on their part.

xylophone

at no point did I say not to escalate it to complaint stage did I?

No, indeed!

I think that it is the attitude of the manager (as described) that I find unacceptable.

Many years ago, I worked for an organisation that absolutely insisted that any client/customer/enquirer should be treated with the utmost courtesy and any letter of complaint flagged, referred to a signatory at the appropriate level and answered with dispatch.....it was referred to as a "Rolls Royce service" but of course we had the staff to offer it....those were the days!

8elarus

Right, well I heard nothing from their customer services. Social media team are keeping very quiet (I wrote to them on FB) so off to post office to send a letter to CEO. Emailed the letter as well- not had the 'undelivered' message, so hopefully all is sorted this week.

I pay most of my bills in cash. The option is there, it's convenient for me plus it keeps all of the cashiers in the job I suppose. I don't use self serve check outs for the very same reason.

The receipt I've got is for a cash payment. If the alleged transaction was declined, then why did the cashier still take the cash? Card payments generate different receipts.

beetwaste

For obvious reasons, I'm not going to comment on your complaint. That's not my remit.

If you make a complaint in branch, then the branch should record/log that complaint. If the branch cannot solve your complaint, or cannot do so within 2 working days, then it is escalated to the customer services department. That's what should happen, so if it hasn't then you are now aware of this.

I also notice that some people are claiming that Halifax have to pay money into an account first before paying a Bank Giro credit. That's not strictly true, they can pay cash. The confusion here is that Halifax insist on only paying bills for their own customers, not unreasonably, and thus by paying through an account this ensures the policy is adhered to.

I hope this helps, and I'll be interested to see what the outcome is!