Halifax. applied Sept. heard/received nothing. Today change of T&C's letter.

pfpf

Odd one this.
this is all on behalf of my elderly mum.

Applied for a Halifax reward account in September and at the end of the application it said they would let me know.
since then, nothing. no text, email, welcome letter, card, pin etc etc.
i assumed a decline and have forgotten about it.

today I get a change of T&C's letter about the reduction to £3.00 per month for the reward account, letter includes sort code and last 4 digits of account number.

checked noddle and clear score and indeed yes, showing a search and account opened in September.

now, the letter nor the credit files show the full account number. I am informed by Halifax telephone CS that even if Mum rings them, as she doesn't have the full account number they cant talk to her about the account. her only option is to go in to a branch with ID and find out whats going on.
going in to a branch is very difficult if not impossible.

tbh, its not actually about the account now but the fact that there is an open account and potentially a card/pin etc out there somewhere, although I find it hard to believe not one letter of the multitude of letters that get sent out on opening an account hasn't arrived.

does anyone have any thought/suggestions of what may be going on?
does anyone know if any credit files either free or the £2 statutory ones will show full account number?
has anyone heard of this before.
thank you.

xylophone

Do you have PoA for your mother?

pfpf

hi,
no. she's fine but isn't good on her feet. if she had the account number she could phone them, its getting in to a branch that's difficult for her.

getting the account number seems to be the problem.

xylophone

You don't have PoA and yet it appears that communications concerning the account are sent to you?

Applied for a Halifax reward account in September and at the end of the application it said they would let me know.

today I get a change of T&C's letter about the reduction to £3.00 per month for the reward account, letter includes sort code and last 4 digits of account number.

Or does your mother live with you?

xylophone

Or do you mean that your mother applied for the account, forgot about it, received the letter concerning the Reward reduction etc?

I suppose that she could try writing to complain that she has not received the details that would enable her to access her account.

Or she could go online and open a second account - assuming that she gets one, once she has on line access, the first account and its number should show up?

pfpf

this is all on behalf of my elderly mum.

I then went on to write as if me for ease.

Or do you mean that your mother applied for the account, forgot about it.

no, she applied and as she received nothing as per the title and OP WE both assumed (I am aware of the response I will get on this assumption) the account was declined. hard to believe not one letter arrived from the multitude that a new account generates. not even an email/text at the initial application stage.

looks like I'm going to have to get Mum to a branch which is difficult and frustrating as it was all supposed to be done online for ease for her.
she is now left worried that an account is open out there that she has no information about but may have had a DC, pin and online banking details issued for.

pfpf

xylophone wrote: »

Or she could go online and open a second account - assuming that she gets one, once she has on line access, the first account and its number should show up?

this thought had occurred to me but only producing more problems if the same thing happens. better sort this one out somehow.

PeacefulWaters

Has she actually rung them?

For the T&C letter to be generated they obviously have her name and address. They can find any account details from that.

pfpf

hi,
the T&C's change letter has a sort code and last 4 digits of an account number, her clear score credit file confirms the account was opened on application date and shows same last 4 digits.

I rung 1st to see if I could speak to them if mum rung, answered security questions and then passed the call to me. I was told that even if mum rung herself with no help from me she could not pass security without the full account number so going in branch with ID was all she could do.