Scam claim and no help from Halifax

LouFrancesca

Hey guys, 

I need some help, I was scammed £400 on the 24th of April and after opening a scam case with ActionFraud and Halifax I got the news today that I would only be refunded 66p as that’s what was left in the account.

I was then told by Halifax that I need to take it up with the police if I wish to take it further to claim for my money however when ringing the police I was told I need to quote my case reference number to Halifax for the refund or if not, take them to small claims court.

I feel like I’m going round in circles as now I can no longer get contact with Halifax and unsure what to do.

On Halifax’s website itself it states:

“We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Online Banking service. We will take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but you must also use our online banking services carefully.”

However I don’t know if this applies to me or how to go about solving this issue.

Please help!

Lou!

colsten

It sounds as if Halifax are not of the opinion that your money was taken fraudulently. If you disagree, you should file a formal complaint with Halifax. If they turn your complaint down, or if they have not responded within 8 weeks of your complaint, you can take your case to the FOS for a final decision.

Alternatively, if you know who scammed you, you could raise a MoneyClaimOnline against them.

xlnc99

It seems to me that you paid someone via bank transfer £400, maybe buying some goods or a service.

That is why they arent refunding you by the looks of it

Robin9

Could you share details of the scam please  - it may help someone else .

Zanderman

We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Online Banking service.

That's the wording you need to consider. 

Was the scam a result of fraud with their online banking service?

Or was it something you did using their online banking service, or allowed someone else to do?  

If you want further advice you need to tell us what happened.

jonnygee2

On Halifax’s website itself it states:
“We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Online Banking service. We will take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but you must also use our online banking services carefully.”

Although not very clearly worded, this is talking about unauthorised transactions - ie someone hacks into your account and send money on your behalf.

If you were scammed and you sent the money yourself, that's not fraud 'with their online banking service'. It's a scam. Although there is a voluntary scheme for banks in these situations, they are under no obligation to refund you.

Ultimately, as you authorised the transaction, it is not the banks responsibility. 

It sounds as if Halifax are not of the opinion that your money was taken fraudulently. 

I don't think so. As there has been a refund from the account sent, the NCA must have investigated this, and they must have gotten a court order to return the funds (you cannot move money in between bank accounts without a court order). So it has been taken seriously.

I do think instead they have just decided it's not their responsibility. And legally they are right.