Halifax say Ultimate Reward A/C fees are 'not PBA' so won't accept complaint?

Ergates

buel10 said:

Perhaps these will help?

If you mean "Help support Halifax's case" then - yes they very much do...

buel10

Ergates said:

buel10 said:

Perhaps these will help?

If you mean "Help support Halifax's case" then - yes they very much do...

Oddly, I did not mean that, and I think you know that. No need to antagonise. However, I appreciate the help from the other people. 👍

jimjames

The other difficulty I suspect you might have is that you have referred to your brother yet the letters & account are addressed to Mr & Mrs. Both parties would have responsibility for checking the account even if they didn't do it in reality. If you brother was incapable due to his health then the bank might expect their partner would deal with that.

[Deleted User]

WillPS said:

Deleted_User said:

 Halifax did not just randomly put people on paid for accounts (obviously people would notice they were suddenly paying a monthly fee and complain and the bank would be fined), he will have 100% chosen to switch to it and simply forgot

He'll most likely be time barred anyway, 6 years from account opening and 3 years from when he knew, or could reasonably have known he had cause for complaint. The banks have been sending out annual statements of benefits and advice on free alternatives for years which triggers the 3 year rule.

More likely they dismissed him as a chancer doing a try it on complaint

I suspect as ever, using a third party like Resolver has needlessly complicated matters and resulted in an incorrect response. As ever a reminder NEVER USE THIRD PARTY SITES, always complain directly stating the facts and your complaint reasons.

Banks can't dismiss complaints with completely bogus reasoning; if the complaint is meritless it is incumbent upon them to prove that.

Yes but we only have one part of this complaint via hearsay so it could be anything. OP's brother might not even have that account and changed it years ago and the Resolver complaint reworded it

buel10

Deleted_User said:

WillPS said:

Deleted_User said:

 Halifax did not just randomly put people on paid for accounts (obviously people would notice they were suddenly paying a monthly fee and complain and the bank would be fined), he will have 100% chosen to switch to it and simply forgot

He'll most likely be time barred anyway, 6 years from account opening and 3 years from when he knew, or could reasonably have known he had cause for complaint. The banks have been sending out annual statements of benefits and advice on free alternatives for years which triggers the 3 year rule.

More likely they dismissed him as a chancer doing a try it on complaint

I suspect as ever, using a third party like Resolver has needlessly complicated matters and resulted in an incorrect response. As ever a reminder NEVER USE THIRD PARTY SITES, always complain directly stating the facts and your complaint reasons.

Banks can't dismiss complaints with completely bogus reasoning; if the complaint is meritless it is incumbent upon them to prove that.

Yes but we only have one part of this complaint via hearsay so it could be anything. OP's brother might not even have that account and changed it years ago and the Resolver complaint reworded it

Thanks for this. You, of course, right, but I did check Resolver before I issued the complaint (I understand that they can reword things sometimes)

Daliah

buel10 said:

Ergates said:

buel10 said:

Perhaps these will help?

If you mean "Help support Halifax's case" then - yes they very much do...

Oddly, I did not mean that, and I think you know that. No need to antagonise. However, I appreciate the help from the other people. 👍

The point is, though, that the Halifax letter supports Halifax's case 100%.

They did not say that the Ultimate Reward is not a PBA. They just said that complaints about the Ultimate Reward are "Outside of time limit to complain", i.e. outside the timescales set by the FCA.

Halifax also stated correctly that some of the accounts your brother and his Mrs hold are not PBA.

No doubt Halifax have also stated that it is your brother's and his wife's right to complain to the FOS. Though this is, based on the information from Halifax, with 99.99% certainty a waste of everyone's time.

[Deleted User]

buel10 said:

Deleted_User said:

WillPS said:

Deleted_User said:

 Halifax did not just randomly put people on paid for accounts (obviously people would notice they were suddenly paying a monthly fee and complain and the bank would be fined), he will have 100% chosen to switch to it and simply forgot

He'll most likely be time barred anyway, 6 years from account opening and 3 years from when he knew, or could reasonably have known he had cause for complaint. The banks have been sending out annual statements of benefits and advice on free alternatives for years which triggers the 3 year rule.

More likely they dismissed him as a chancer doing a try it on complaint

I suspect as ever, using a third party like Resolver has needlessly complicated matters and resulted in an incorrect response. As ever a reminder NEVER USE THIRD PARTY SITES, always complain directly stating the facts and your complaint reasons.

Banks can't dismiss complaints with completely bogus reasoning; if the complaint is meritless it is incumbent upon them to prove that.

Yes but we only have one part of this complaint via hearsay so it could be anything. OP's brother might not even have that account and changed it years ago and the Resolver complaint reworded it

Thanks for this. You, of course, right, but I did check Resolver before I issued the complaint (I understand that they can reword things sometimes)

And here again is the reason why nobody should ever use third party sites, regardless of whether MSE says they are recommended (MSE make money from resolver, hence why it is "recommended")

Your brother had complained (or what resolver told Halifax anyway) he was miss-sold the Ultimate Reward account but clearly from your complaint it was time barred. There is no way, full stop, he did not know he was paying £11 a month, indeed, the letters prove that in fact he had the reward account 9673 (not a PBA), converted it to joint and then changed it to the Ultimate Reward account by choice in March 2011, then changed it back to the non-PBA account in July 2021. Similarly, account 6527 was a basic account, changed in February 2007 to the PBA and then converted to joint account in February 2009 before closing it in February 2013.

9673 is time barred - 6 years from account opening and 3 years from when he knew/could reasonably have known he had cause for complaint, which the annual benefit statements trigger the clock on

6527 is time barred - 6 years from account opening and 3 years from when he knew/could reasonably have known he had cause for complaint, which started when he closed the account.

The FOS cannot overrule the legally binding 6/3 year rules so please don't waste their very busy case load by doing any more, this complaint is over.

born_again

Daliah said:

In addition to the comments from others: why doesn't Resolver resolve this for your brother?

https://support.resolver.co.uk/hc/en-us/articles/115002070289-Can-you-give-me-advice-on-my-case-

 >>Resolver is not an advice service. We cannot offer advice on an individual basis.

 

We have in-depth Rights Guides along with regularly updated articles on consumer rights and current events. We can also keep you up to date from our Twitter and Facebook pages, so please follow us to stay in the know!

 

Please be aware that we are not able to conduct internal investigations or look into matters on behalf of our users, nor do we have the power to force companies to respond to your case.

 

If you require specific advice or support, we recommend you contact Citizens Advice to find out the best way to move forward.<<

They do nothing other than pass details on.
Far better to contact company direct & complain that way. Banks have complaints teams that have to work to FCA/FOS regulations.

Resolver...
We will never share your personal data – except with moneysavingexpert.com (if you sign up to their newsletter) and the organisation you have an issue with (or to whom you’re escalating your case).

[Deleted User]

born_again said:

Daliah said:

In addition to the comments from others: why doesn't Resolver resolve this for your brother?

https://support.resolver.co.uk/hc/en-us/articles/115002070289-Can-you-give-me-advice-on-my-case-

 >>Resolver is not an advice service. We cannot offer advice on an individual basis.

 

We have in-depth Rights Guides along with regularly updated articles on consumer rights and current events. We can also keep you up to date from our Twitter and Facebook pages, so please follow us to stay in the know!

 

Please be aware that we are not able to conduct internal investigations or look into matters on behalf of our users, nor do we have the power to force companies to respond to your case.

 

If you require specific advice or support, we recommend you contact Citizens Advice to find out the best way to move forward.<<

They do nothing other than pass details on.
Far better to contact company direct & complain that way. Banks have complaints teams that have to work to FCA/FOS regulations.

Resolver...
We will never share your personal data – except with moneysavingexpert.com (if you sign up to their newsletter) and the organisation you have an issue with (or to whom you’re escalating your case).

Bold bit is interesting, while they don't per se share your personal data, they do sell the data after it's been anonymised to third parties for customer service improvements

If it's all free, how does Resolver make money? Resolver's entirely free to use but makes money through it's Resolver for Business platform, where it uses its expertise to help organisations build automated complaints systems. The aim of this is to help them keep customers and reduce the cost of dealing with complaints.
Resolver uses its insight aggregated, anonymous data to help organisations improve their services, but it NEVER uses any personal details.
Resolver may also promote partners/services on its website as stated in its privacy policy.

Nearlyold

The letter from Halifax doesn't say who owned which account before they were made joint.

Acct 6527 was switched from a Money Back to Ultimate Reward 6th February 2007, made Joint 28th February 2009 and closed completely 4th February 2013.

Acct 9673 was was opened as a Reward Account 6th June 2009, made Joint 28th February 2011, switched to Ultimate Reward 25th March 2011 and finally switched back down to Reward 20th July 2021.

Presumably account 9673 is the one it's alleged the bank switched to Ultimate Reward without the account holders knowledge?

The Reward account is not a packaged account because there are no products (ie Travel, Phone, Breakdown cover) that come with it, just rewards like movies or £5 credit (which is £2 more than the fee) - provided the criteria in running the account has been met.

Unfortunately I can't see other than a gesture of goodwill from Halifax on what basis your brother/ sister in law can force Halifax's hand as their response seems watertight.