Halifax issuing post to the wrong Address

Cptralls

Hi,

I changed address with Halifax 7 months ago, however, I have only recently been advised that they have continued to send my post to the old address. Their reasoning is due to me changing my address on their app which they have advised was the wrong process to follow and that I should have changed it over the phone. Currently my address is correct on the app but wrong on Halifax's mailing system. My question is, who is right on this issue, Halifax or me? 

emmajones1976

Whenever I have had to change my address with the Halifax I have been informed I have to go into the branch to do it, however this wasnt at all recently.

eskbanker

https://www.halifax.co.uk/helpcentre/manage-your-details/change-your-address.html clearly advises that changing via the app is supported....

PRAISETHESUN

I changed my address with Lloyds a few months ago via the app and it updated all my LBG accounts (including Halifax) at the same time. Fairly sure I got confirmation letters for each account in the mail shortly afterwards

p00hsticks

I've recently (hopefully) changed my address with Halifax and actually installed the app specifically to do it, as it says that 'Our Mobile Banking app is the easiest way to change your address. It’s quick, time-saving and can be done in just a few simple steps.'

So I'll be following this thread with interest.....

Daliah

Cptralls said:

Hi,

I changed address with Halifax 7 months ago, however, I have only recently been advised that they have continued to send my post to the old address. Their reasoning is due to me changing my address on their app which they have advised was the wrong process to follow and that I should have changed it over the phone. Currently my address is correct on the app but wrong on Halifax's mailing system. My question is, who is right on this issue, Halifax or me? 

If they don't want you to use the app to change your address, why would this function be offered in the app? 

Assuming your address is in the UK, I would raise a formal complaint, straight away, about 2 points:

1. address change done in the app was not actioned, despite the app actually saying "Making the change here will mean we'll send mail to your new address"
   
   
2. being told that you should have phoned instead of using the app

Their app is very clear on what you are supposed to do. If their app doesn’t talk to their backroom systems, that is not an issue you should need to be concerned about

Sensory

They’re full of it. Complain, and then raise it to the Ombudsman if necessary. I would not accept such pathetic excuses coming from certain individuals trying to save their skin. I’m a longterm customer who has changed address with them five times, app included most recently, never over the phone. I hate telephone banking.

emmajones1976

Out of interest, what post are you expecting from the Halifax?
I dont recall having a letter through the door from them in years, new cards aside.

Cptralls

emmajones1976 said:

Out of interest, what post are you expecting from the Halifax?
I dont recall having a letter through the door from them in years, new cards aside.

They inadvertently duplicated transactions on my account, I raised a complaint and they fixed it and advised a letter would be issued. 

eskbanker

Cptralls said:

emmajones1976 said:

Out of interest, what post are you expecting from the Halifax?
I dont recall having a letter through the door from them in years, new cards aside.

They inadvertently duplicated transactions on my account, I raised a complaint and they fixed it and advised a letter would be issued. 

Time for another one then!

Ergates

Cptralls said:

Hi,

I changed address with Halifax 7 months ago, however, I have only recently been advised that they have continued to send my post to the old address. Their reasoning is due to me changing my address on their app which they have advised was the wrong process to follow and that I should have changed it over the phone. Currently my address is correct on the app but wrong on Halifax's mailing system. My question is, who is right on this issue, Halifax or me? 

You.   If changing your address via the app was the wrong place to do it, then why would they allow you to change your address in the app.  It might be true that the systems don't talk to each other properly, and an address change in teh app doesn't flow through - but that that is a technical issue on their side, not a mistake that you made.