Halifax

typical_blonde

Hello, Can someone help me please? We bank with Halifax and they sent us a text saying we were near our overdraft limit and that if we didn't want our Direct Debit to bounce we should pay money into our account before 14h30 that day.

I moved more than the required amount into our account at 09h44 so that our mortgage would go through.

We received notification the following day that the mortgage had bounced. My hubby phoned and spoke to Halifax (our personal banker) who said she would look into it. However today, three direct debits that we had cancelled have been paid. So they bounced the dd that we had money to cover, but paid the ads that we had cancelled.

Apparently because the system failed yesterday, the cancellation didn't go through.

Hubby has spent all morning talking to Halifax and got no sense from anyone. Apparently it was our fault the cancellation didn't go through, we should have spent yesterday checking whether the system had gone back on line to check that the dds had actually been cancelled (because we don't have anything else to do)

Do we have any redress? The claims team woman he spoke to basically just said "tough luck" despite the previous supervisor saying the money would be back into our account by 20h00 this evening.

Sorry if this is a bit rambling, but it appears that nobody working for Halifax can locate their own backside in order to scratch it.

BoGoF

To be clear - yesterday you tried to cancel dd's that were due today? I would have thought that would be too late to stop them going out.

Dobbibill

How did you cancel the DDs that were no longer needed? Over the phone, in branch, on internet banking/mobile app? You can cancel them up until midnight the day before they are due.

What type of system failure are they referring to?

[Deleted User]

Halifax had an online banking issue yesterday.

Many people took to Facebook seeking compo without a reason as to why.

This seems to be another one of those.

It also begs the question as to why you're running your account so low into the ground when bills are due

youngretired

When you say that you moved enough money into the account when you received the text, did you check that the money showed in the account before 1430? as some banks/building societies send immediately and others can be by the next working day (as per faster payments state). Also if sent from a building society then some don't process payments until the afternoon i.e. Kent Reliance and Birmingham Midshire.

When you cancelled the direct debits did you get an acknowledgement? I know the Lloyds banking group had problems yesterday, but were working again later.

18cc

The first thing to be aware of is that under the direct debit guarantee you are entitled to an immediate refund of all monies paid under alll disputed direct debit payments

so if you say you cancelled them and they were paid out it doesn't matter about the rights and wrongs of it

call Halifaso you just dispute it and they should pay you back immediately whilst they investigate

Ben8282

Don't know what these 3 direct debits that you attempted to cancel were for, but obviously money was due or the direct debits would not have been taken. How did you intend to make these payments? Has it occurred to you that Halifax may have saved you all sorts of problems, including 3 late payment markers on your credit files, by paying them and perhaps you should be pleased that they have now in fact been paid.

typical_blonde wrote: »

Hello, Can someone help me please? We bank with Halifax and they sent us a text saying we were near our overdraft limit and that if we didn't want our Direct Debit to bounce we should pay money into our account before 14h30 that day.

I moved more than the required amount into our account at 09h44 so that our mortgage would go through.

We received notification the following day that the mortgage had bounced. My hubby phoned and spoke to Halifax (our personal banker) who said she would look into it. However today, three direct debits that we had cancelled have been paid. So they bounced the dd that we had money to cover, but paid the ads that we had cancelled.

Apparently because the system failed yesterday, the cancellation didn't go through.

Hubby has spent all morning talking to Halifax and got no sense from anyone. Apparently it was our fault the cancellation didn't go through, we should have spent yesterday checking whether the system had gone back on line to check that the dds had actually been cancelled (because we don't have anything else to do)

Do we have any redress? The claims team woman he spoke to basically just said "tough luck" despite the previous supervisor saying the money would be back into our account by 20h00 this evening.

Sorry if this is a bit rambling, but it appears that nobody working for Halifax can locate their own backside in order to scratch it.

According to what you have written above as highlighted in bold, the 3 direct debits which have been paid were taken after the mortgage direct debit was due to be taken so there does not appear to be any connection between the two things nor any explanation for the non-payment of the mortgage direct debit.

Terry_Towelling

As Ben8282 says there does seem to be an issue with the timeline here, so I am assuming OP may have just tripped up with their wording or the pay-in didn't reach the account in time.

Day 1 text advising to pay money in that day to cover mortgage due to go out that day. Money paid in.
Day 2 three DDRs (that should have been cancelled) go out unhindered. Also advice received that mortgage from previous day bounced.

What that appears to indicate is that the previous day's pay-in did not reach the account in time for the mortgage DDr but was there in time to cover the three 'cancelled' DDrs that went out the following day.