Reclaiming packaged bank account fees

ColOl73

I recently submitted a complaint to Halifax using the Resolver tool stating that I wanted reimbursed for charges that I have been getting for the Ultimate Reward account, the monthly fee is currently sitting at £15 per month and I have been with the account for nearly 15 years.
I used most of the examples given on the Resolver tool as I feel I was mis-sold to and forced into that type of account and could have been on a no fee free account as the features within the account like travel insurance and AA breakdown (I don't drive) were worthless to me.
In a nutshell I got a 5 x A4 page reply from an advisor from the Halifax that I had agreed to the account willingly and had used the account twice to register old mobile phones but that I also had the options for a non fee paying account which was discussed at the time but I have no recollection of any alternatives being discussed, yes I did register 2 mobile phones during that time but made no claims but my whole argument is that alternatives were not discussed and that I was given sales pitches about the account being useful if I wanted a loan / mortgage etc. and it being a "special" account to have. etc., basically the bank are denying everything and say they wont be offering me anything back?? Where do I go from here now, any suggestions folks ?? They don't seem to want to budge and I certainly grudge having had the account now and am in the process of switching to a new Bank provider.

Nasqueron

ColOl73 wrote: »

I recently submitted a complaint to Halifax using the Resolver tool stating that I wanted reimbursed for charges that I have been getting for the Ultimate Reward account, the monthly fee is currently sitting at £15 per month and I have been with the account for nearly 15 years.
I used most of the examples given on the Resolver tool as I feel I was mis-sold to and forced into that type of account and could have been on a no fee free account as the features within the account like travel insurance and AA breakdown (I don't drive) were worthless to me.
In a nutshell I got a 5 x A4 page reply from an advisor from the Halifax that I had agreed to the account willingly and had used the account twice to register old mobile phones but that I also had the options for a non fee paying account which was discussed at the time but I have no recollection of any alternatives being discussed, yes I did register 2 mobile phones during that time but made no claims but my whole argument is that alternatives were not discussed and that I was given sales pitches about the account being useful if I wanted a loan / mortgage etc. and it being a "special" account to have. etc., basically the bank are denying everything and say they wont be offering me anything back?? Where do I go from here now, any suggestions folks ?? They don't seem to want to budge and I certainly grudge having had the account now and am in the process of switching to a new Bank provider.

You don't get put on the Ultimate Reward account, you have to upgrade either in branch or ringing up. They also didn't have that account 15 years ago (it was launched 11 years ago in 2006) - are you sure you didn't upgrade from a free account?

I had a basic Halifax account, then upgraded to the one they paid £5 a month on and finally the ultimate reward account - all the info was given up front and there was a packaged account benefit booklet sent out annually along with the welcome pack detailing the benefits at the time as well as cancellation details.

They mention the phone being registered as it shows you wanted the account benefits which contradicts your complaint. Did you ever go on holiday in that time? The insurance would have covered you (you didn't need to register for that)

Your choice is to try the FOS or accept it

dunstonh

In a nutshell I got a 5 x A4 page reply from an advisor from the Halifax that I had agreed to the account willingly and had used the account twice to register old mobile phones but that I also had the options for a non fee paying account which was discussed at the time

Registering of phones certainly puts doubts on your recollection. It is something factual vs your memory.

but I have no recollection of any alternatives being discussed,

Quite possible. However it is unproveable.

yes I did register 2 mobile phones during that time but made no claims

It isnt about whether you claimed or not. It is about whether the services were used and by registering the phones, you did get the service and it confirms you knew about the package.

but my whole argument is that alternatives were not discussed and that I was given sales pitches about the account being useful if I wanted a loan / mortgage etc. and it being a "special" account to have. etc

And what evidence do you have to support your allegations?
You have also contradicted yourself there. If it was the only account available then no sales pitch about it being special would be required. You have just confirmed that you knew this account was something "special" to have.

basically the bank are denying everything and say they wont be offering me anything back??

Their response seems reasonable based on what you have said.

Where do I go from here now, any suggestions folks ?? They don't seem to want to budge and I certainly grudge having had the account now and am in the process of switching to a new Bank provider.

You have the right to refer your complaint to the FOS. They are only upholding a little over 1 in 10 cases. The FOS have no issues over packaged accounts in general and the banks, to be fair, are handling packaged account complaints very well (compared to the mess with PPI). Your complaint was weak to begin with (an unproveable allegation) and you used the services offered and you have verified you knew other accounts were available.

Mersey_2

ColOl73 wrote: »

as I feel I was mis-sold to and forced into that type of account and could have been on a no fee free account as the features within the account like travel insurance and AA breakdown (I don't drive) were worthless to me.



In a nutshell I got a 5 x A4 page reply from an advisor from the Halifax that I had agreed to the account willingly and had used the account twice to register old mobile phones


Where do I go from here now, any suggestions folks ?? They don't seem to want to budge

These are valid heads of complaint and that is the fairly standard response you have received, so the next stage is referring the matter to the FOS to review. You can do this online.


Incidentally, the fact mobile 'phones were registered is not fatal to any claim - indeed many packaged account reclaims succeed having done likewise - there's no such thing as an 'unproveable allegation' [your direct evidence carries equal weight to the bank's and is assessed on the balance of probabilities] and the FOS upheld over 20% of packaged account complaints in 2016, so I wouldn't worry about those points.

Nasqueron

Mersey wrote: »

These are valid heads of complaint and that is the fairly standard response you have received, so the next stage is referring the matter to the FOS to review. You can do this online.


Incidentally, the fact mobile 'phones were registered is not fatal to any claim - indeed many packaged account reclaims succeed having done likewise - there's no such thing as an 'unproveable allegation' [your direct evidence carries equal weight to the bank's and is assessed on the balance of probabilities] and the FOS upheld over 20% of packaged account complaints in 2016, so I wouldn't worry about those points.

What "proof" are you going to offer that you were forced into taking an account option which didn't even exist when you opened it?