Halifax Bank - Telephone Manner Appalling

HUMBUG

Has anyone noticed how appallingly 'Halifax customer facing people' talk to their customers? I've never really contacted them before and only had the bad luck to call them on behalf of my elderly mother , but they are so unprofessional. They don't say who they are (ie. Halifax Bank , their name , how can I help you?). They sometimes don't even bother to confirm your name and try to pronounce it rather than ask you to spell it for them. They take your telephone number and say they will call you back (have been waiting since 10:45 am today and rung them twice (to try and arrange a simple appointment to discuss my mother's account). Its 3:36 pm and still waiting but I doubt they will bother. A really shoddy way to treat their customers and obviously moving away from branch based business to online (by understaffing and deploying processes that are cheaper for them but detrimental to their customers). Also why do all the banks seem to discriminate against the poor , sick, disabled and elderly? If you don't have a computer or don't know how to operate one, all they will offer is some passbook/branch based savings account offering virtually 0% interest rates . For example , Halifax are offering my elderly mother (84 yrs old) a measly 0.1% interest rates for having a passbook account so that she can draw some cash from her small state monthly state pension. My parents are still loyal customers of Halifax and still think of them as a building society who care for their customers (how wrong can they be).

Goldiegirl

The Halifax hasn't been a building society for many years now.

It's true that they don't really want people to have passbooks anymore, hence the low interest rates.

But there's no law that says that your parents have to continue doing business with them if Halifax's products aren't suitable for your parents needs.

I'd suggest one of the smaller local building societies might be more suitable.

I opened a monthly saver account with Kent Reliance Building Society last week (interest rate 4%), and was surprised to be given a passbook. Also, these smaller places are more personal.

MarkFromCornwall

HUMBUG wrote: »

Has anyone noticed how appallingly 'Halifax customer facing people' talk to their customers?

No, I've been fortunate to find them pleasant. They do seem to make a big fuss over a simple request such as ordering paying-in slips, and their voice recognition system cannot understand me, but I've always found their manner professional.

EssexExile

I just generally find Halifax annoying. They used to email me when a credit card statement was ready. Once they didn't & I missed a payment, when I phoned they said the email had been bounced back, so they knew I hadn't received it but didn't bother to get in touch. I suggested perhaps they should put that into their procedures but the reply was that they couldn't as it involved two departments!
Also I get fed up with the incessant snail mail suggesting I transfer my balances on my other cards to the Halifax card.

pinkdalek

[QUOTE=HUMBUG;69914128ll_._Also_why_do_all_the_banks_seem_to_discriminate_against_the_poor_,_sick,_disabled_and_elderly?_[/QUOTE]

Where is your evidence? And don't say I read it in the Daily Mail......

If anything banks offering online and telephone banking surely helps customers with disabilites more?
It gives them alternative ways that they can bank, other than having to struggle into a branch and sometimes feel embarrassed or awkward when trying to transact in a public place.

Truth is banks nowadays offer more ways to their customers so they can bank, rather than having to fit in with 9-5 opening times and half day Saturdays.

Re your phone call, instead of waiting why not ring them back? You can always air your grievance that you are having to phone back again.

System

Not to undermine your rant but their Everyday Saver (branch based) is almost the same rate as their Internet Saver and their Reward Current account can be opened / operated in branch.

Is there something stopping you keeping an eye on her finances?

HUMBUG wrote: »

Also why do all the banks seem to discriminate against the poor , sick, disabled and elderly? If you don't have a computer or don't know how to operate one, all they will offer is some passbook/branch based savings account offering virtually 0% interest rates . For example , Halifax are offering my elderly mother (84 yrs old) a measly 0.1% interest rates for having a passbook account so that she can draw some cash from her small state monthly state pension. My parents are still loyal customers of Halifax and still think of them as a building society who care for their customers (how wrong can they be).

JIL

If you really feel you did not receive the best service, write in and tell them, all calls are recorded and they use them for quality and training purposes. Or at least that's what they say.........

PeacefulWaters

Goldiegirl wrote: »

The Halifax hasn't been a building society for many years now.

It's true that they don't really want people to have passbooks anymore, hence the low interest rates.

But there's no law that says that your parents have to continue doing business with them if Halifax's products aren't suitable for your parents needs.

I'd suggest one of the smaller local building societies might be more suitable.

I opened a monthly saver account with Kent Reliance Building Society last week (interest rate 4%), and was surprised to be given a passbook. Also, these smaller places are more personal.

I might be mistaken, but I dint think KRBS is a building society these days.

colsten

PeacefulWaters wrote: »

I might be mistaken, but I dint think KRBS is a building society these days.

You are right, they aren't. KRBS now stands for Kent Reliance Banking Services, and it's just a trading name for the OneSavings Bank.

Katiehound

Well, I've been dealing with Halifax now for over 6 years and I have been well pleased. I tend to use the automated service the most, but when I do choose to talk to a person using the *0 option I have always found them helpful and pleasant......... possibly more user friendly than in branch!

Goldiegirl

PeacefulWaters wrote: »

I might be mistaken, but I dint think KRBS is a building society these days.

colsten wrote: »

You are right, they aren't. KRBS now stands for Kent Reliance Banking Services, and it's just a trading name for the OneSavings Bank.

Yes, you are quite right - but the gist of the suggestion is the same - some of these smaller, local institutions still do passbook accounts with interest rates higher than 0.1%