Misleading Halifax advert?

j.p

Nothing to see here, move along.

SnowTiger

j.p said:

Do people agree that the most recent Halifax advert could be misleading? I think it is called "Wherever".
The ad is on billboards featuring a young lady by the name Maria and a banner "Wherever you feel comfortable right now, we're here to help."  Along the foot there is a legend "Online. On our app. Over the phone. Or in branch."  And in the video version of the ad, there are five bank reps (or actors) basically saying the same thing: "Wherever you are, we're here to help." which I read as "Whatever the channel our customers select to bank with us is, we have customers representatives ready to help".
And that's what is misleading. Halifax absolutely does not have an online messaging system manned by people you can talk to. Sure you could get them on the phone or in branch, but definitely not "online", and maybe not on the app either (though I haven't tried). They're definitely the only UK bank I'm aware of that, while having online banking, they make it impossible to communicate with any real person over it, or exchange messages. On "online", you get to use the implemented online banking functions, that's all.
And I know there is a semantic difference between "wherever" and "however" (which is closer to what I mean). But if this is not about talking to real people, why portrait 'real' people (bank employees) in the ad? And if this is not about the way you choose to do your banking, why list the four ways you could do it, namely online + app + phone + branch?
IMO they're definitely trying to create an impression you can get personalised online help from the bank when in fact you can't.

Advert here: https://www.youtube.com/watch?v=Bf1W_xLkc1c.

Advert says "We're here to help. Online, on our app, over the phone or in branch."  It also contains the text "Terms, conditions and restrictions apply."

Halifax does offer help online: https://www.halifax.co.uk/helpcentre/.

You obviously feel that Halifax has fooled you.  Complain to the ASA.  I look forward to hearing how you get on.

george9071

It’s just a TV advert as far as I see it banks eg. Halifax are doing the best they can even if the advert is a little misleading they could never have rolled out a new secure messaging etc. Process online, if you need to contact them try pen and paper.

[Deleted User]

You can contact someone via the app, have done it several times myself

LittleVoice

"wherever" - places or circumstances

as OP agreed, it doesn't mean however

funkycredit

You can use live chat on Lloyd's so assuming Halifax is the same. On the app click support then the big message us button at the top opens chat. 

colsten

Halifax app:

colsten

Halifax online banking clearly displays phone numbers .

I have a feeling the OP would have an uphill struggle to convince anyone that Halifax "make it impossible to communicate with any real person" when using online banking / app / phone / Branch.

sheramber

He  doesn't  want to just communicate.   He wants to chat to  a person online.

colsten

sheramber said:

He  doesn't  want to just communicate.   He wants to chat to  a person online.

It's not as if Halifax are advertising that they have online or app chat. Nor does the OP complain about a missing chat functionality. Let's remind ourselves what the complaint is about. I have highlighted what I reckon the salient points are.

j.p said:

Do people agree that the most recent Halifax advert could be misleading? I think it is called "Wherever".
The ad is on billboards featuring a young lady by the name Maria and a banner "Wherever you feel comfortable right now, we're here to help."  Along the foot there is a legend "Online. On our app. Over the phone. Or in branch."  And in the video version of the ad, there are five bank reps (or actors) basically saying the same thing: "Wherever you are, we're here to help." which I read as "Whatever the channel our customers select to bank with us is, we have customers representatives ready to help".
And that's what is misleading. Halifax absolutely does not have an online messaging system manned by people you can talk to. Sure you could get them on the phone or in branch, but definitely not "online", and maybe not on the app either (though I haven't tried). They're definitely the only UK bank I'm aware of that, while having online banking, they make it impossible to communicate with any real person over it, or exchange messages. On "online", you get to use the implemented online banking functions, that's all.
And I know there is a semantic difference between "wherever" and "however" (which is closer to what I mean). But if this is not about talking to real people, why portrait 'real' people (bank employees) in the ad? And if this is not about the way you choose to do your banking, why list the four ways you could do it, namely online + app + phone + branch?
IMO they're definitely trying to create an impression you can get personalised online help from the bank when in fact you can't.

funkycredit

But we've shown you how to communicate with them via online chat. Your argument therefore must fail as they do offer online contact. 

Unless I'm missing the obvious here