Halifax Fraud department

MortgageVirgin

Anyone else having massive trouble getting through?

I called customer services yesterday after my debit card was declined when I knew I had more than enough money in my account. Whilst on the phone, I was told that several attempts had been made to buy games on the online gaming platforms Steam and Rift, totalling hundreds of pounds. The person I spoke to said that the fraud team would call me back in 30 minutes. This didn't happen.

I've called several times today- 20 minutes of ringing at lunchtime, 2 and a half hours when I got home from work before dinner was ready and I hung up in disgust. Managed to get through to a real person only to be told I'd been given the credit card fraud number and that I'd need to call a different number. Reluctantly, the operator told me that there is an approximate 3 hour wait.

What on earth is going on?? THREE hours just to speak to someone is ridiculous. Is there anything else I can do?

masonic

It was a while ago, but I called the number given to me through online banking when my account got locked. It was around 6 pm and I got through to someone almost straight away. It took quite a lot of difficult questioning before my account was reactivated.

Do you have a current account elsewhere you can use in the meantime?

MortgageVirgin

Luckily, yes. This is my personal account and I also have a joint account with my partner, so can use that in the meantime.

PJDiddy

MortgageVirgin wrote: »

Anyone else having massive trouble getting through?

Yes, I tried to call after seeing some bogus pending payment, called the normal number and after taking a few details was passed to the fraud team line around 9pm, after listening to them that they'd answer my call shortly I gave up around 10pm after being on hold for around 50 mins. I looked up the external number (0345 122 7801) and tried that instead, I again waited 1 hour before giving up and going to bed!

I think its pretty poor considering you're actually ringing to report a crime, thankfully nothing more has been debited overnight but it so easily could have but I wouldn't have been able to report it as they are "extremely busy". Wouldn't be so bad if you actually knew where you were in the queue.

On a brighter note, I've just tried again now and got through on the external line without it even ringing! Was done in around 15 mins so ring now if you can.

jonesMUFCforever

Halifax and Lloyds ''share'' the same back office staff as I understand being part of Lloyds banking group.

Had the same with Lloyds last weekend when I tried 3 times for over an hour to get through.