Halifax won't honour their introductory offer

toastcrumb

So I switched my current account to a Halifax account back when there was a £100 introductory offer (ending Aug 11 2007 - touted as best current account offer at the time on MoneySavingExpert). I applied online via their website on Aug 10. After Aug 11 all details of the offer disappeared from their site.

I dutifully paid in at least £1000 every month for the next 3 months, fulfilling the offer eligibility criteria. I called them up to ask them where my £100 was, and after a lot of ringing around was told that I would receive it by the end of October, and if there were any problems I would be contacted.

Surprise surprise, I heard nothing and received nothing. After spending half an hour on hold this morning (and getting cut off by their bank account team twice in the process) I was told that someone "left a note on my account" saying that I was not eligible for the offer because I "did not complete the full registration process before the Aug 11 deadline".

I've asked them to send me the full terms and conditions of the offer, as well as get in contact with me, but was told this was "highly unlikely" as their "Incentive (!) team" could normally only be contacted internally by email, and that there was no number to call them on.

What's the point in having an online application form when you cannot physically complete the process by the deadline? And why tell me I'm entitled to something only to be told a month later I can't have it? I wouldn't have gone to all the trouble of switching if I wasn't going to receive my introductory bonus.

Not to mention they tried to tell me I didn't pay anything in when I opened the account (I paid in £2000, which they "lost" in a holding account and I had to go to a branch to get back).

Methinks I've been taken for a ride.

YorkshireBoy

Some advice,

1. Always keep a copy of the T&C's of anything you apply for.

Which means you can then...

2. Invoke the provider's official complaint procedure the moment they don't comply with their own T&C's.

Works every time for me!


BTW, the offer T&C's have been reproduced many times on this board. If you use the 'search chat forum' tool (at the top of the screen) you'll find them.

tom188

Did you use the switching service?

toastcrumb

Yesterday was the first day I found they weren't complying, but of course I don't have the T&Cs yet so I cannot confirm it.

tom188, yes I did use their switching service (getting away from HSBC was just an added bonus)

EDIT: Just found this thread:

http://forums.moneysavingexpert.com/showthread.html?t=498537&page=7

Seems I'm not alone.

YorkshireBoy

Here are the conditions from the official Halifax press release at the time...

The £100 Switcher's offer conditions:


1. To qualify for the £100 switching payment you must open a new Halifax current account between 18th June 2007 and 11th August 2007. All account openings are subject to acceptance.

2. You have to use our Switching Team to transfer Direct Debits and standing orders from your existing account elsewhere to your new Halifax current account.

3. Our Switching Team must receive your completed switching instruction forms by 25th August 2007.

4. You must make payments totalling at least £1,000 every month, into your new Halifax current account.

5. The £100 switching payment will be paid into your new current account within six weeks following the end of the month in which you make your second payment of £1,000 into your account. The second £1,000 payment must be received by 31st December 2007.

6. Payment applies to first current account opened only (either through Halifax or Bank of Scotland), whether sole or joint. Joint account qualifies for one payment only.

7. The £100 offer is subject to change and may be withdrawn at any time.

8. The offer is open to new current account customers only and not available to existing Halifax or Bank of Scotland current account holders. New customers opening a joint account with an existing sole account holder will not qualify for a payment.

9. Our Student Current Account is not eligible for the £100 switching payment.

http://www.hbosplc.com/media/pressreleases/articles/halifax/2007-06-16-SwitchersW.asp?section=Halifax

Condition 3 looks like it could be difficult to achieve, being only 10 working days from application...just a thought.

toastcrumb

Completed all switching forms before the 22nd, so that's cool. When they say "subject to acceptance" does that mean they have to accept first? If so, that's bogus as the 11th was a Saturday, how could they possibly accept an online application over the weekend?

Milarky

All you need to do now is submit a formal complaint that they have failed to comply. They would appear to have until the middle of November (assuming you paid in August and September) on the original timescale - so wait until then before doing so. They ought to recognise that you have met their criteria and they have failed you in return. For an 'error' Halifax will pay £25, so ask for that plus £100 plus an instant apology. Be firm but polite. They are a BIG organisation, and this leads to coke-ups and luke warm customer service.

Good Luck

Big_Nige

Quote from HBOS internal communication I obtained:

"Colleagues are reminded that the £100 switching payment will be automatically paid into new current account by the end of the month , after the month in which the second consecutive £1000 is received. For example a qualifying account funded with £1000 in April & May, payment by the end of June"

Big_Nige

PS Still waiting on my £100, due yesterday. Going to branch to complain now.

YorkshireBoy

Big_Nige wrote: »

Quote from HBOS internal communication I obtained:

"Colleagues are reminded that the £100 switching payment will be automatically paid into new current account by the end of the month , after the month in which the second consecutive £1000 is received. For example a qualifying account funded with £1000 in April & May, payment by the end of June"

That relates to the switching offer they ran earlier this year (Feb/March IIRC), not the one being discussed here.

YorkshireBoy

Big_Nige wrote: »

Going to branch to complain now.

Do you need the exercise?

If not, visit their website and request a 'call-back'. Then ask to be transferred to their complaints department.