Reclaim packaged bank cost - Halifax Ultimate Reward Account

Ferdy147

Inspired by this week's newsletter I decided to use resolver to try and claim back spend on an ultimate reward account.

Was contacted by an adviser the same day who asked me some questions and I told him why I thought the account was unsuitable for my needs.

He rang back today (actually i returned his call) and said I was ineligible as their records showed that I had signed up for the account online and not in branch. This would mean that I saw and accepted the terms online.

I have no recollection of signing up online and both myself and my wife believe we did it in branch. I asked the advisor on what date the online application was made and from what email address. He told me the date (2009!) and I checked my email (i delete nothing!) and there is absolutely nothing from Halifax which you might expect if I'd signed up for the account online (Confirmation of registration etc).

He told me that's what their records show so there was little he could do about it.

He's going to send me ombudsman details....has anybody else been told something similar by Halifax?

Thanks,

Ferdy147

[Deleted User]

Ferdy147 wrote: »

I have no recollection of signing up online and both myself and my wife believe we did it in branch.

Unfortunately, your recollection will not be enough to sway either the Bank or the Ombudsman.

If you had some documentary evidence to support your theory you might stand some chance, otherwise six years after the event the Bank's records trump your memory .

By all means refer your complaint, but the Ombudsman rejects most packaged account complaints anyhow.

Mersey_2

The advisor is correct, if an online change of accounts was requested.


However, if you both feel it was done in a branch refer the matter to the FOS (this can be done online or over the 'phone and they'll post out a form for you both to sign). They'll ask the bank to check their records again.

Ferdy147

Thanks guys...

I'm certain (so is the wife) that the application was done in branch and not online. I just don't have any way to prove it. It's a joint account and there is NO way she would have applied online. So she pretty sure were in branch.....it was a few hundred metres from the house at the time so we normally went into branch to do anything relating to changes to the account.

The only thing I can do is check my email and there is nothing there to suggest that the application was made online. I would have expected to have had an email saying thanks for your application or it is being processed had I applied online.

Guess I will complain to ombudsman when I receive the details and see what ha

[Deleted User]

Ferdy147 wrote: »

The only thing I can do is check my email and there is nothing there to suggest that the application was made online. I would have expected to have had an email saying thanks for your application or it is being processed had I applied online.

Conversely, if you applied in branch, you would have been provided documentary proof.

As you have neither document nor E-Mail, expect nothing from the Ombudsman and you won't be disappointed.

Ferdy147

Not sounding good.....

Shouldn't the bank have documents that we signed on the day also?

It was more of an application inspired by the weekly email so I won't be disappointed if nothing were to come of it.

[Deleted User]

Ferdy147 wrote: »

Shouldn't the bank have documents that we signed on the day also

The Bank's records show you agreed online, remember?

Ferdy147

Moneyineptitude wrote: »

The Bank's records show you agreed online, remember?

See where you're coming from. Shouldn't they then have evidence of me applying online......or is it just sufficient for them to say you applied online and that's it. They appear to have records of the dates when any letters were sent. Shouldn't they have this also for email etc?

Maybe I should just be more careful looking after documents in future!

[Deleted User]

Ferdy147 wrote: »

Shouldn't they then have evidence of me applying online......or is it just sufficient for them to say you applied online and that's it.

Do remember that it is you who are making accusations of wrong doing, this means that the burden of proof is upon you not the Bank.

Their records are their "evidence" and the Ombudsman will certainly want to see these. You, on the other had, have nothing other than that you and your wife are "sure" the sale took place in branch.


Imagine I accused you of owing me £20. Should you have to prove that you don't or should I as the accuser have to provide evidence?

Mersey_2

Moneyineptitude wrote: »

The Bank's records show you agreed online, remember?

Well, we've yet to see any evidence - it's just a bank employee's word over the 'phone at present versus the 2 customers' evidence.


The FOS decides on the balance of probabilities ie 50.1% (there's no criminal-like burden of proof for the poster to overcome).


I'd rate the OP's chances at fair rather than hopeless.

-taff

Have you sent them a SAR to see what info they have?

Is it possible you already had a packaged account and upgraded it online?