Trouble with Halifax Bank

System

Phew, a few minutes away from screen etc.

My son-n-law and daughter (and son) each have Halifax accounts. I carry with me their bank details and when the need arises, transfer to each of their accounts, something I have done for years. Each amount differs and frequency. I do not do on-line banking. Personal choice.

As for the amount being received, I went though the process of transferring it again and it has gone through this time.

meer53

You still haven't said where the receiving bank is ! Is it in the UK ? Doing it this way i can see you having problems again. You're making this harder than it needs to be. Mobile or online banking are far easier.

System

meer53 wrote: »

You still haven't said where the receiving bank is ! Is it in the UK ? Doing it this way i can see you having problems again. You're making this harder than it needs to be. Mobile or online banking are far easier.

Whoops, trouble is, I broke off for dinner and forgot. They each have Halifax accounts, son-in-law does online. I consider myself to be too old to bank online as my wife has no knowledge of IT and we prefer person to person.

I really do need half an hour away from this laptop, so if there is anything left unanswered, you will have to wait a while.

[Deleted User]

Do they not work and have jobs?
Why do they need money every month?

System

!!! wrote: »

Do they not work and have jobs?
Why do they need money every month?

Jesus, how much more?. She is in HM Armed Forces, he was.

Need isn't anything to do with it. You are well off the beaten track.

[Deleted User]

It's starting to make sense now if that was your attitude when you went into the bank

System

!!! wrote: »

It's starting to make sense now if that was your attitude when you went into the bank

Again, through speed I didn't have an ideal choice of words as we are getting ready to go out. It so happens, many of the staff are personal friends, some are very near neighbours. They are equally as anxious to discover why a system of theirs has caused a malfunction and given out incorrect information. It seems they are concerned it hasn't happened to others. As I and them had carried out this procedure umpteen times before, suggests it IS of their doing.

Slightly digressing. If they had said "company policy dictates investigates an investigation could take ? weeks", then clearly this would be on "back-burner", but they didn't. Their words were "you will hear from us by letter within a week". In view of the fact I didn't, then they tried to tell me the response would come by phone, that's when I said "no, letter please".

eskbanker

islandman wrote: »

Again, through speed I didn't have an ideal choice of words as we are getting ready to go out. It so happens, many of the staff are personal friends, some are very near neighbours. They are equally as anxious to discover why a system of theirs has caused a malfunction and given out incorrect information. It seems they are concerned it hasn't happened to others. As I and them had carried out this procedure umpteen times before, suggests it IS of their doing.

Slightly digressing. If they had said "company policy dictates investigates an investigation could take ? weeks", then clearly this would be on "back-burner", but they didn't. Their words were "you will hear from us by letter within a week". In view of the fact I didn't, then they tried to tell me the response would come by phone, that's when I said "no, letter please".

In your shoes I'd expect them to adhere to their complaints handling process that I linked to above, where they do indeed say that they'll write after a week if they haven't managed to resolve the issue by then.

Just speculating here but I'd imagine that it'll just be case of human error with a digit being miskeyed into a system or some such, and that they probably won't be any more specific than saying it was an admin error and probably offering some sort of modest goodwill gesture for the inconvenience and/or lost interest or whatever.

Again I could be wrong but suspect that the initial logging of the complaint may not have been as smooth as it could have been, given the fact that two separate staff members were involved - I can understand why you felt that son-in-law's demand for an instant on-the-spot answer was justified but with hindsight it probably would have been better to let them get on with investigating rather than trying to shortcut that process just because he'd phoned you, given that it's your complaint rather than his.

System

To conclude. Halifax (Lloyds) letter came. Readily accepted they had made a mistake. Readily acknowledged there had been an unnecessary delay and apologised. An gesture was given. Case closed.

Armorica

You're managing to use an internet forum. Online banking isn't a significant leap forward and it would be significantly more efficient to handle the transfer that way. The cost of manually processing a transfer in branch is significant - and operational errors (as you've discovered) can happen.

Legally, Halifax breached legislation if the payment didn't arrive by the end of the next business day.

It also sounds like there has been some confusion around the nature of the bit of paper. All they can give you is evidence that the payment has been submitted. They can't give you confirmation that the receiving account has received it.