Halifax Mortgage Problems

MoneyGeoff

I had a mortgage with Tesco which was moved over to Halifax not long ago. The move was seamless and I was able to log on to Halifax to view my mortgage and the mortgage direct debit payments continued as normal. Last week I received a letter from Halifax saying my account has been moved to a new system. They said that my credentials have not been migrated and up to date contact details have not been migrated so I need to re-register. I attempted to register but it didn't work because they haven't migrated the correct phone number so I had to register by post.

In the mean time my mortgage payment was not taken this month, although it still shows as active in my bank account (HSBC). I have registered by post and logged on to my online account which now shows I have 2 mortgages. A new one has been created for £95 in addition to the correct one. Tried calling them but it rings for about 20 mins then cuts off. Seems like a total shambles. I've never heard of an IT migration that didn't migrate user credentials. Anyone else going through similar?

MWT

MoneyGeoff said:

 I've never heard of an IT migration that didn't migrate user credentials. Anyone else going through similar?

That part at least is not unusual, especially with data like a password that should be encrypted on their systems.

The rest of what you experienced shouldn't happen of course.

K_S

From personal experience, Halifax can be quite poor with such matters. I had an issue with multiple user profiles when only one should have been created. This led to me being locked out intermittently and took a formal complaint and in excess of 2 months to resolve.

bamgbost

Same as you, with Tesco. And it was migrated over the last 2 weeks. No issues ( as far as I have seen.).

Hopefully this error you are encountering is rare rather than the norm. Good luck dude

MoneyGeoff

Managed to get through to them. The extra mortgage is not an error. The way they calculate interest changed between Tesco and Halifax so the £95 mortgage is to cover that. The interest rate on this mortgage is 0% so I don't think I've been overcharged, seems like a weird way of doing it though.
They said my mortgage payment has been taken as normal but I checked with HSBC and it still hasn't been taken by direct debit. Halifax said I should check it every month and ring them to pay manually if the direct debit hasn't worked! It's very time consuming getting through, doesn't seem fair to put this on to customers due to their IT fail! Guess I don't have much choice though as I'm that one that will incur charges if the payments aren't made on time.