Halifax issuing post to the wrong Address

xylophone

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

Their response seems to me preposterous.

Complain to the MD as above?

Sensory

Cptralls said:

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. 

Their system needs to reflect whatever method you use to update it, as per their published guidance. Their technical failings are not your fault.

Cptralls

It's a nuisance at the moment, Halifax have called to advise that the address on the system can't be updated while they investigate what happened and how many documents went to the wrong address. Halifax have advised that if they have a system issue then they will as a goodwill gesture update my address in the central system and asked if this would suffice in closing the complaint? I assume this is the best outcome I can hope for? 

For what I feel is a cut and dry issue it's taking a lot of effort to get sorted. 

eskbanker

Cptralls said:

It's a nuisance at the moment, Halifax have called to advise that the address on the system can't be updated while they investigate what happened and how many documents went to the wrong address. Halifax have advised that if they have a system issue then they will as a goodwill gesture update my address in the central system and asked if this would suffice in closing the complaint? I assume this is the best outcome I can hope for?

I'd tell them where they could stick it if they tried that on!  It's not a goodwill gesture for them to do what they were supposed to do in the first place, that's the bare minimum, so the dialogue should be about how much they're prepared to offer in order to recognise the inconvenience (assuming that there are no actual losses from your correspondence being sent to the wrong address).

Daliah

Totally agree with @eskbanker - don't let them fob you off. You are entirely in the right, and they are entirely in the wrong. Write to the MD, or take them to the FOS. It's no way to treat a customer.

Cptralls

eskbanker said:

Cptralls said:

It's a nuisance at the moment, Halifax have called to advise that the address on the system can't be updated while they investigate what happened and how many documents went to the wrong address. Halifax have advised that if they have a system issue then they will as a goodwill gesture update my address in the central system and asked if this would suffice in closing the complaint? I assume this is the best outcome I can hope for?

I'd tell them where they could stick it if they tried that on!  It's not a goodwill gesture for them to do what they were supposed to do in the first place, that's the bare minimum, so the dialogue should be about how much they're prepared to offer in order to recognise the inconvenience (assuming that there are no actual losses from your correspondence being sent to the wrong address).

It does not seem like they will offer anything else and this is subject to them admitting an error on their side. What could I ask for? 

eskbanker

Cptralls said:

eskbanker said:

Cptralls said:

It's a nuisance at the moment, Halifax have called to advise that the address on the system can't be updated while they investigate what happened and how many documents went to the wrong address. Halifax have advised that if they have a system issue then they will as a goodwill gesture update my address in the central system and asked if this would suffice in closing the complaint? I assume this is the best outcome I can hope for?

I'd tell them where they could stick it if they tried that on!  It's not a goodwill gesture for them to do what they were supposed to do in the first place, that's the bare minimum, so the dialogue should be about how much they're prepared to offer in order to recognise the inconvenience (assuming that there are no actual losses from your correspondence being sent to the wrong address).

It does not seem like they will offer anything else and this is subject to them admitting an error on their side. What could I ask for? 

I don't know how you've worded your complaint but my approach would be to highlight that you'd followed their published process (change address via app) but that they had demonstrably failed to take the necessary actions on their side.  As well as their exposing you to enhanced risk of financial fraud, they are in breach of the Data Protection Act by failing to keep your personal data accurate and up to date, so for them to try to deny that it's their fault is, as stated above, preposterous.

It would seem reasonable to me for you to insist that the address is updated immediately, and only once that's been done, and confirmed to be so, then you'd await their proposals on compensation - there's no need to be specific about figures, but something like £50 would probably be appropriate.  With any formal complaint, if it's not resolved to your satisfaction then you can escalate to the Financial Ombudsman Service - I'm usually loathe to recommend 'threatening' institutions with that but it does cost them money.  You could also justify a complaint to the Information Commissioner's Office too, so dropping mention of that into the dialogue may focus their minds (and sharpen their pencils) a bit....

Nikkster

I don't understand how updating your address properly (finally) can be a gesture of goodwill?
It should have been done when you updated it via the app, but certainly by now??

I definitely think you should escalate this

Cptralls

I've got nowhere with this, Halifax are investigating but no update or resolution is apparent. 

LaHostessAvecLaMostess

Cptralls said:

I've got nowhere with this, Halifax are investigating but no update or resolution is apparent. 

They have 8 weeks to deal with it before you can take it to the ombudsman. Let them deal with it or not, there is nothing you can do in the meantime.