Halifax Bank insists my address is different to that shown in internet banking and banking app

eskbanker

marksthespot said:
Either the manager's handling of this (to imply the customer is wrong/confused/lying) is bad customer service or perhaps the manager understands how their complaints procedure works.

Did you actually speak to the manager personally or were you just relying on the agent telling you she'd spoken to her manager?  It strikes me that another option could be that she "spoke to her manager" in the sense of putting you on hold for a few minutes while she took a break, which would obviously be another level of poor customer service altogether if that sort of thing happens....

brianposter

One of the big problems for IT teams is people who do not tell them about things that are wrong. Allow a day or two to confirm to yourself that your account of events is accurate and then patiently persist with the complaint.

You may be doing them a favour.

colsten

marksthespot said:

GrumpyDil said:

marksthespot said:

GrumpyDil said:

I'm really surprised that they didn't offer to investigate further as I would expect them to want to get to the bottom of the issue and see what has happened. Their IT staff will have access to data which they won't be able to see and might be able to spot an issue. 

I would ring again, explain the issue and point out that this is a potential GDPR issue which they should want to get to the bottom of.

If they won't look into then tell them you want to raise a formal complaint. 

Yes, I had tried their twitter team but got nowhere despite quoting my complaint number and offering screenshots. I stopped short of threatening a DSAR, referring them to the ICO and the financial ombudsman and figured I should take a deep breath and post on this forum!

This is where I am getting confused. If you have a complaint ref they have clearly raised a formal complaint which you need to give them time to investigate. In fact the ombudsman will not investigate anything until either they have completed their investigation or have exceeded the time limit for handling a complaint. 

If they need further information such as screen shots as part of their investigation the complaints team will contact you to ask for them.

You do need to give them time to investigate which will take time to complete. 

Yes, I was given a complaint ref number, but the manager had insisted the outcome was a foregone conclusion and could never be upheld, even if elevated. I was told in no uncertain terms that the result of the month+ long wait could be nothing other than the complaint being rejected.

Either the manager's handling of this (to imply the customer is wrong/confused/lying) is bad customer service or perhaps the manager understands how their complaints procedure works.

I was left feeling that I'd be a fool to wait the 4-6 weeks for, what I was told, would be the inevitable rejection of my complaint. Of course, in the meantime, they have my old address on their system.

Did you agree to the complaint being closed? If so, why?

marksthespot

GrumpyDil said:

In which case I would raise a second complaint specifically about the call itself and the fact that the person you spoke to indicated that the outcome of your complaint was a foregone conclusion. They will be able to pull any recordings and verify what exactly was said during the conversation.

It feels like I'd be likely to enter some weird sci-fi style complaint loop from which, I'd never escape!

I definitely feel more aggrieved by the sense of hopelessness conveyed to me than Halifax's address database issue. When moving into my new house I was connected to fibre broadband 35 days late and had 4 missed engineer appointments and spent 15+ hours on the phone, but I dealt with a fantastic lady at BT who, despite my sense of despair, made me feel like she was entirely on my case and on my side, and got it all sorted in the end.

marksthespot

eskbanker said:

marksthespot said:
Either the manager's handling of this (to imply the customer is wrong/confused/lying) is bad customer service or perhaps the manager understands how their complaints procedure works.

Did you actually speak to the manager personally or were you just relying on the agent telling you she'd spoken to her manager?  It strikes me that another option could be that she "spoke to her manager" in the sense of putting you on hold for a few minutes while she took a break, which would obviously be another level of poor customer service altogether if that sort of thing happens....

I didn't speak to her manager directly, but she seemed very genuine and empathetic.

marksthespot

colsten said:

Did you agree to the complaint being closed? If so, why?

The complaint is not closed, just apparently a slam dunk rejection!

What's funny is that they said they would sent details and results of my complaint to my address, which despite pointing out was incorrect, they couldn't do anything about it!

colsten

marksthespot said:

colsten said:

Did you agree to the complaint being closed? If so, why?

The complaint is not closed, just apparently a slam dunk rejection!

What's funny is that they said they would sent details and results of my complaint to my address, which despite pointing out was incorrect, they couldn't do anything about it!

There is no such thing as a slum dunk rejection. They need to investigate, and put the result of their investigation in a letter to you. If they don't respond in writing within 8 weeks, or if you are not satisfied with their response, you can escalate to the FOS. Don't expect it to be a swift process...

This all assuming you really have an open complaint with HFX.

NB Have you modified your Marketing and Correspondence settings to paperless?