Online scam - bank reneged on refund

DisillusionedDave2020

Unfortunately my son was the victim of an online scam which, as soon as he realised (around 2 hours later), he reported to his bank, The Halifax. After completing their own  investigations they wrote to him on the 14th September stating they "recognised they could have done more to protect and advise you prior to making the payment" and stating he will receive a reimbursement of 100% of the funds....  The repayment was never forthcoming so he started trying to call them on a regular basis from early October, each time spending 1 to 2 hours on hold whilst trying, in vain, to actually get to speak to someone. On the 16/12 he finally got through and was shocked to be told that the letter they had sent confirming he would be reimbursed was in fact “sent in error and that no repayment will be made”!

I find it totally unbelievable that a reputable high street bank can apparently backtrack like this, any advise on how he should proceed?

Voyager2002

Standard advice: write to them to make a complaint (mark the letter 'complaint' so it is seen by their complaint team) and if that does not work then contact the Banking Ombudsman.

brettcta

did this they explain why they weren’t offering a refund?

DisillusionedDave2020

made.brettcta said:

did this they explain why they weren’t offering a refund?

 no, they offered no explanation other than the letter was sent in error and no refund would be made

dunstonh

I find it totally unbelievable that a reputable high street bank can apparently backtrack like this, any advise on how he should proceed?

An error in decision making does not give you an entitlement to anything.   If they had made the mistake that other way around (as in rejecting it but then later deciding to pay out) then I bet you wouldn't be accusing them of backtracking.

Like all things someone is unhappy about, they have the right to complain to the bank.   And that is what he should do.    It should be noted though that a scam does not mean you get automatic refunds.   

DisillusionedDave2020

dunstonh said:

I find it totally unbelievable that a reputable high street bank can apparently backtrack like this, any advise on how he should proceed?

An error in decision making does not give you an entitlement to anything.   If they had made the mistake that other way around (as in rejecting it but then later deciding to pay out) then I bet you wouldn't be accusing them of backtracking.

Like all things someone is unhappy about, they have the right to complain to the bank.   And that is what he should do.    It should be noted though that a scam does not mean you get automatic refunds.   

Logically, no if it was the other way round we wouldn't be complaining of backtracking. However, to have a verbal confirmation when he initially reported the incident and then to subsequently have that backed up in writing by the Halifax does leave a bad taste when they back-track. Especially given the fact they made no attempt to make contact to advise of their "error" and my son had to continually call to try and find out what the status of his refund was. Granted, a scam does not automatically mean you get a refund, but it's the fact it was confirmed by the Halifax on two occasions (verbal and written) that adds to the frustration.

brettcta

And that’s all you can really argue - poor customer service. They might throw £25 at your son as a GOGW.