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Halifax blocked account

My other half back at the end of February attempted to use his debit card to make a payment to find the payment declined. He went to a cash point and the card also would not work there. He looked at his online banking and noted that he had also been logged out of this, could not reset password etc.

He called Halifax customer service 3 times over the next 2 weeks. Twice he went through security questions successfully and told that the account should now be up and running again (no indication of why it was blocked in the first place). By the third phone call, having had no access to his wages, he was told that he would need to go into branch with ID for the account to be unblocked, no apology for the incorrect information that was given before.

He went into branch over a week later (he works awful shifts that meant he could not physically get to branch when it was open) and was told the account was blocked but as it was late in the day he would need an appointment to go back to sort this out. Felt fobbed off again!

The following week, now 5 weeks after first being blocked, he took all his ID into branch which was photocopied etc. He was advised that they had done what they could, the account would be unblocked and online banking should work within 48 hours.

A week later and another visit and still no access. Told in branch they don’t know why, they can’t give any information as to why it was working. He was told a new bank card appeared to have been requested and it should be received within 3 working days.

We are now over 2 months with no access to the account, his wages have been going in so he has no access and his payments have not been going out. We have filed a formal complaint over a week ago and have still had no response from halifax and they seem not to care that bills are not being paid and leaving him in serious financial difficulty.

Can anyone shed any light?! We’re aware it was obviously suspected fraud on the account but can’t understand why as there was no huge payments in or out or use of new websites.

Literally lost for words and the appalling customer service and lack of care from Halifax that have left us 2 months later no further forward!!!!!
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Comments

  • Willing2Learn
    Willing2Learn Posts: 6,294 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Hi and welcome to the forum :)

    If it were me, I would do the following:
    • Get your other half to open a new current account with another banking group (not HBOS). At least then he will have an account for his salary to be paid in to.
    • Have a look at your OHs three credit reports to check if there are any fraud markers. Also check that all other data is accurate.
    • Make sure you pursue your written complaint so that you can escalate to the FOS if there is no satisfactory outcome.
    I work within the voluntary sector, supporting vulnerable people to rebuild their lives.

    I love my job

    :smiley:
  • jonnygee2
    jonnygee2 Posts: 2,086 Forumite
    1,000 Posts Second Anniversary Name Dropper Combo Breaker
    his wages have been going in so he has no access and his payments have not been going out.

    If they have blocked the account, payments should have bounced back. It sounds like they have not done anything properly. Banks do need to block accounts for suspected fraud sometimes, but they should not ask people to come into branches, or tell you it is working when it isn't.

    You should definitely expect to be compensated for any financial losses caused by this disastrous service, along with additional compensation for the inconvenience.
    Can anyone shed any light?! We’re aware it was obviously suspected fraud on the account but can’t understand why as there was no huge payments in or out or use of new websites.

    Has he:

    1) Sold anything on Gumtree, Facebook marketplace etc in the last six months or so, and been paid by bank transfer?
    2) Had unauthorised transactions on his card refunded by the bank in the last 15 weeks?
    3) Received or sent transfers overseas, paticuarly to MENA?

    One of those things might point to the most common reasons accounts are blocked.
  • lopsyfa
    lopsyfa Posts: 474 Forumite
    Seventh Anniversary 100 Posts Name Dropper
    Your OH should also send SAR to CIFAS as some fraud markers are not on credit reports.

    As above, the main thing is to pursue the complaints to the Ombudsman. Also, he should try opening another account (that may not be successful if there is a fraud marker) to receive his wages. Maybe try a basic bank account.
  • Jury
    Jury Posts: 5 Forumite
    edited 12 November 2019 pm30 12:35PM
    Hello everyone :),
    I would like to join this talky talky post. The reason being is I am experiencing the same situation.

    My recommendation is not to use Halifax.

    Since the beginning of this year, it is going down the hill with Halifax. The first thing is they changed my bank account(updated they will say) without my agreement. Of course, they have the right for it because it is a Big Brother company.

    Second, after they implemented the new One-Time-Password(OTP) security appearing in every single online transaction, they are sending the text message to a non-existing phone number.

    I called their customer service and was lucky enough to talk to someone whose accent you would not understand at all.

    I passed most of the security question besides when I spent 6 pounds during my shopping.
    I was upset with his stupid questions which do not have anything to do with security, or you can hardly remember them.

    He decided to block my account and freeze my credit card. I am not sure if he needs to compensate for something or get Christmas bonus.

    The point is we have companies such as Halifax they need to make a profit from calling their Call centre,... They freeze your bank account as a result of excellent customer experience — especially day before you need to go for a business trip.

    They should rename Halifax for BigBrother show.

    I have been thinking of financing my house via them, but after this experience, there is going to be one more customer switching Halifax, and that is me :)

    P.s: I forget I even can not get paid my salary because of them.
    I have doctors appointments I need to pay, but I can not because of them


    Good luck to everyone using Halifax.

    :)
  • I’ve used Halifax for as long as I’ve remembered and had no issues with them.

    You say they “changed your bank account” - what do you mean by this?

    What does someone’s accent have to do with it or where they are from?

    Why are you mocking their security questions?
    You set them and the answers.

    Why are you bringing size of body parts into this?

    This whole post stinks of your account getting blocked, and you know why, and you just want to vent.
  • Socajam
    Socajam Posts: 1,238 Forumite
    1,000 Posts Second Anniversary Name Dropper
    This is not going to help because, but this is what I do: I have 2 bank accounts: NatWest and Nationwide
    I use NatWest for my every day payments and Nationwide for the life happens fund and emergency fund.
    Years ago I realized that banks can hold one hostage without giving one any information - frustrating as hell and either they don't care or they cannot put themselves in the place of their customers.
    Also one needs the patience of Job (in the Bible) to deal with the call centre staff
  • boo_star
    boo_star Posts: 3,202 Forumite
    Part of the Furniture 1,000 Posts
    !!! wrote: »
    Why are you mocking their security questions?
    You set them and the answers.

    To be fair, security questions aren't necessarily those you set yourself. If you don't have any set or you can't remember the "memorable" information they'll often default to asking you questions about your account history, such as DD's set up and amounts, S/O's, how much was paid in last month etc etc.

    I'm not sure freezing the account is all that unreasonable, given it would almost certainly be followed up by "go into a branch with ID and they'll unblock it."

    If someone fails both the memorable information and the questions asked about their account is it wise to let them just phone back and try again, ad infinitum? Eventually they'll get it right and we'd just end up with a thread about how Halifax have crap security and someone's account was emptied.
  • Socajam wrote: »
    This is not going to help because, but this is what I do: I have 2 bank accounts: NatWest and Nationwide
    I use NatWest for my every day payments and Nationwide for the life happens fund and emergency fund.
    Years ago I realized that banks can hold one hostage without giving one any information - frustrating as hell and either they don't care or they cannot put themselves in the place of their customers.
    Also one needs the patience of Job (in the Bible) to deal with the call centre staff

    The banks “don’t hold one hostage”.
    They have an obligation to freeze or block accounts if they suspect any wrong-doings taking place.

    You also don’t need that much patience to “deal with call centre staff”, nor do you need to bring a religious story character into a public forum post.
  • DCFC79
    DCFC79 Posts: 40,614 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    Jury wrote: »
    Hello everyone :),
    I would like to join this talky talky post. The reason being is I am experiencing the same situation.

    My recommendation is not to use Halifax.

    Since the beginning of this year, it is going down the hill with Halifax. The first thing is they changed my bank account(updated they will say) without my agreement. Of course, they have the right for it because it is a Big Brother company.

    Second, after they implement the new One-Time-Password(OTP) security appearing in every single online transaction, they are sending the text message to a non-existing phone number.

    I called their customer service and was lucky enough to talk to someone whose accent you would not understand at all.

    I passed most of the security question besides when I spent 6 pounds during my shopping.
    I was upset with his stupid questions which do not have anything to do with security, or you can hardly remember them.

    He decided to block my account and freeze my credit card. I am not sure if he needs to compensate size of his p.... or get Christmas bonus.

    The point is we have companies such as Halifax they need to make a profit from calling their Call centre,... They freeze your bank account as a result of excellent customer experience — especially day before you need to go for a business trip.

    They should rename Halifax for BigBrother show.

    I have been thinking of financing my house via them, but after this experience, there is going to be one more customer switching Halifax, and that is me :)

    P.s: I forget I even can not get paid my salary because of them.
    I have doctors appointments I need to pay, but I can not because of them


    Good luck to everyone using Halifax.

    :)


    re locking of the account, hes done this as you couldn't verify it was you.


    Why was the OTP sent to a number that wasn't yours ?
    Had you not updated Halifax with your new number ?



    I'm on the Halifax bandwagon, been using them for over 2 years now, no issues.
  • Jury
    Jury Posts: 5 Forumite
    edited 12 November 2019 am30 9:25AM
    Thank you all for your reply, especially to Gary, who can not see far from his nose.

    Probably, what stinks is you.

    @!!!
    Why are you mocking their security questions? I did not say I am mocking the security questions.
    I passed my password, memorable information, all personal information they asked. I could not answer a question where I spent 6 pounds, and they decide to block my account. So good luck with this bank if that is suspicious activity.

    Gary and I wish the same experience to you. When you need to go to the doctor and you can not pay for your appoitment when you can not buy food since Big Brother bank blocking your money without proper reason.


    @DCFC79
    Why was the OTP sent to a number that wasn't yours? This problem is ongoing with Halifax, and you can check other forums a lot of people having the same problem.
    Had you not updated Halifax with your new number? No, my phone number is correct
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