Halifax Dispute... any thoughts?

XboxFan89 · 21 January 2016 at 9:04PM

Hi all,

Sorry if this is the wrong forum I couldn't figure out where it would be best going!

Basically, I had a payment taken from my account on a Sunday evening back in November I didn't recognise. I called up on Monday and they raised a dispute/refunded the money and I also cancelled my debit card.

Exactly a month later (after hearing nothing) I get the money taken out again - so I call up the bank and they said they tried to reach me but didn't hear from me and therefore assumed I didn't want to pursue it and just took the money. They said they had investigated and that I would now need to sign a declaration to confirm it wasn't me that made the payment (apparently it was my card and address but a totally different name).

I wanted to receive this letter in the post but so far... nothing. I was told I could submit a self declaration via e-mail which I did on 4th January but again heard nothing so I called back on Monday when I was told they didn't receive this... so I sent it yet again and was told I would hear back in 3 working days.

So far I've heard nothing... and still nothing in the post. It's odd because I get all other post except any letters from Halifax it seems!!

I will call back tomorrow if I don't hear anything but any thoughts on what my next steps are? I was reading some FCA advice where it said I had to be refunded asap, they couldn't take ages to investigate and they had to prove it was an authorised payment (and to me... if it's completely the wrong name... that is hardly me!).

Do you think it is worth complaining?

Also... can I move banks while this is going on? I'm sick of Halifax and even more annoyed with this so I'm going to change banks soon but didn't know if I could while I had an open dispute.

Any thoughts would be welcome on this!

Thanks

RichyRich · 21 January 2016 at 9:26PM

YES. You should complain. It puts it within the complaints framework, and if you don't get a satisfactory response you can complain to the FOS once the complaint is closed or 8 weeks have passed.

Personally I'd wait till the matter is concluded before switching away, which will make repayment of the sum owed back to you easier, but if you 'win' the complaint they'll have to pay you back anyway wherever you're banked.

Be warned. I've been through the Hfax complaints procedure. Is tortuous. But stick with it. I had to go to FOS in the end. But I won. And now have completely disengaged myself from the Lloyds Banking Group.