incorrect balance transfer fee

tiddler

I'm looking for some advice.
I performed a balance transfer the other day on the phone to the Halifax from their Credit Card.
Just before making the transfer, I asked the Halifax representative if there would be a charge associated with the balance transfer.

I was told there would be no charge, and they made the transfer.

I then later find I have been charged 2%.

I phoned and complained. They have sent me a letter saying the charge will stand.

My T&C's for the credit card do say there will be a 2% charge (I found this out later), but the person on the phone said there wouldn't.

Can I take this further to get my money back?

Any information greatly appreciated.

stormCat99

I think it's a little more difficult, seeing as the 2% fee is stated in the Ts and Cs. However, the fact remains that the member of staff gave you incorrect information.

I would definitely pursue this, as at the very least they should really refund the charge as a gesture of goodwill; after all, you only incurrec it because their employee told you there wasn't one.

Remember that they were within their rights to charge the 2% as they do state it in the small print, and the onus is on us as a customer to read through it, but hopefully in this case they might choose to make an exception.

For this sort of query I'd recommend writing, rather than calling and just getting a callcentre. Good luck!

Reaper

State the date and time of the call, and the operators name if you know it. Many financial companies record phone calls and if they said there was no charge I'd say it amounted to an amendment of your T&C. Ask them to check what the operator said.

aliasojo

Definately worth chasing this one. Similar thing happened to me last week with M&S, operator offered 0% for 6 months bt rate but after going to get my details needed for transfer and phoning back literally 5 minutes later, I was only given 9.9%.

Complained and kept pushing and eventually they agreed they would listen to the recording of the call. It was then confirmed that I was indeed offered this rate, but in error, as the operator had given me wrong information. They honoured it though so I got my 0%.

They are responsible for the information an employee gives out, so I agree with b_b who said they should refund as a gesture, if nothing else.