Halifax issuing post to the wrong Address

Cptralls

Halifax have concluded their investigation as of yesterday evening.

1. They found that the address was updated on the app but not the central system, this is flagged as a customer error. 

2. A hold on mail  to the wrong address will be placed on my account until I call to update the address "correctly".

3. Halifax has concluded that they've done nothing wrong and will not be offering anything further and advised that the next step is the ombudsman. 

emmajones1976

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Cptralls

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

emmajones1976

Cptralls said:

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

Wont cost you anything other than your time, you might get £50 chucked at you at the end of it.

p00hsticks

Cptralls said:

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

Please do - if only to ensure that Halifax ensure that the system functions correctly for all the other customers (like me) who have changed their address in the same way and now, having read this, are worried that their cards are going to be shipped to the wrong address in future.

Sensory

Cptralls said:

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

Absolutely! They’re talking utter codswallop and are hoping you won’t follow through with an actual complaint to the FOS (a lot just give and passively accept).

Halifax’s own help section on their website:
https://www.halifax.co.uk/helpcentre/manage-your-details/change-your-address.html

Their first method is via the app, and alternatives are, in order, 1) a branch visit, 2) telephone, 3) written letter.

They cannot blindly accept whatever their ‘system’ flags and absolve themselves of responsibility. I changed my address via the app nearly two years ago, and it changed my details at Lloyds too, so it obviously reached their central systems.

So mention 1) their website’s instructions, 2) that you were not advised of any system ‘error’ until many months later, 3) a lot of delayed mail, wasted time and effort, 4) their refusal to accept accept responsibility contradicting their own published guidance.

MalMonroe

Cptralls said:

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

I'd say no. But that's because I do a lot of complaining about many other things, anyway.

If all it's going to take is a phone call, why not just do that? Life's too short to suck lemons. Or whatever that saying is. . . if there even is such a saying . . . 

Also another saying  .  .  choose your battles wisely. 

And then again, it's entirely up to you. It's fairly easy to complain to the FOS, you can do it online and they'll contact you many moons later . . . they do have a bit of a back log at the moment but if you want to 'teach Halifax a lesson', that's the way to do it. 

Sensory

MalMonroe said:

Cptralls said:

emmajones1976 said:

Well thats your next step then. They clearly have ballsed this up on all known evidence.

Is it worth pursuing? 

I'd say no. But that's because I do a lot of complaining about many other things, anyway.

If all it's going to take is a phone call, why not just do that? Life's too short to suck lemons. Or whatever that saying is. . . if there even is such a saying . . . 

Also another saying  .  .  choose your battles wisely. 

And then again, it's entirely up to you. It's fairly easy to complain to the FOS, you can do it online and they'll contact you many moons later . . . they do have a bit of a back log at the moment but if you want to 'teach Halifax a lesson', that's the way to do it. 

I’ve been banking with Halifax for nearly 30 years and would be furious if they ever dared pulling that on me. They absolutely need to be taught a lesson so their systems and their training are improved.

Daliah

Assuming your new address is a normal UK address, definitely complain. It's an insult to put the blame on you, and whoever sent that email to you needs staff training, or a different job. You have done everything right. 

Before taking it to the Ombudsman, I would write to the Halifax MD, Mr. Russell Galley at Russell dot Galley@lloydsbanking dot com. He won't be dealing with the issue himself but has an Executive Team with more capabilities than the people who have tried to fob you off.  That way, your issue will most like be resolved much faster than if you go to the Ombudsman.

Keep screenshots from the app, and from the help text, as evidence that you have done exactly what you were expected to do.

Cptralls

An update of sorts.

Halifax are struggling to send out a final response letter as my address is wrong on their system but right on my app.

They're investigating this problem further but are sticking with their line that the app is irrelevant and the only relevant address is on their system. It's really taking a long time to sort this out.