Halifax...worst and best experience over the same problem...

student100

Just thought I'd share a bit about my latest dealings with Halifax.

In about the end of August, I went into a local branch asking for them to upgrade my then Student Current Account to a High Interest Current Account (HICA). I didn't want to apply for a new account, just change my existing one. The branch gave me a form to fill in, which I did, then they said that it would take 2 months for the HICA to take effect, and in the meantime I'd have just an ordinary Current Account. I thought this was a little odd but went with it anyway.

A bit over 2 months later, I still didn't have a HICA, so I called them up. The lady I spoke to apologised that the branch hadn't upgraded my account, apparently the 2 month delay was nonsense. She said she'd send out a pack to upgrade my account, I'd just have to sign and return a form and it would be done.

A couple of weeks later, no pack, so I called again. They said they'd send another pack. A few days later, a pack to upgrade to an Ultimate Reward CA (Not HICA) arrived. No good. I called again. Apologies, and they'd send another pack. A few days later, another Ultimate Reward upgrade pack arrived.

Very annoyed at this point, and on the brink of changing banks, I called again yesterday. The first girl I spoke to was useless and ended up putting me through to the "set up telephone banking security" people (I've already done this...). Once through that I got through to a guy who couldn't have been more helpful. He apologised for the mistakes so far and said he could upgrade my account to a HICA on the phone. Took about 10 seconds. I now have the HICA that I wanted 3 months ago...

It seems that about 80% of Halifax staff don't know what they're doing, but the remainder can be very helpful indeed...

cdafonseca

I've been banking with halifax for about five years and apart from the
bank charges i never had problems with the costumer service

Slayerx

Sounds like a similar experience I had with them with regards credit card charges.

I didnt get a statement and was a day late paying and was told i couldn't have the late fee waived.

Called up a few days later and asked if i was going to be charged it and was told don't worry we will waive it since you didnt get the statement and the balance due to them that i was late was around £5.00 anyway.

cashprincezac

I moved to the Halifax a few years ago and have always been impressed with both their products and their customer service, much better than the previous banks

Broke_Student

I've has similar trouble with NatWest in
a) Upgraded by under 18's account to a full adult one
b) Getting a maestro card for the account.
It seems that they offer services not all staff are trained to provide and so you go rounnd in circles until to come across that one person who had been playing around on the computer in their spare time and had come across the button that does what you wanted.

Slayerx

I think in all fairness its same with most big companies its hit and miss with staff because companies with so many members of staff find it hard to offer consistancy.