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

sheramber

buel10 said:

Hi all.
The 'Halifax Ultimate Reward' fees were charged on my brother's account since 2011. He definitely did not agree to this and made a complaint to Halifax saying they were mis-sold. He did this by using Resolver. They only option they had as a header was 'Packaged Bank Account',
Halifax have replied to say being as this was not a 'PBA', they will not be looking in to the complaint.

Is this just because he used the 'packaged bank account' header or should they have looked at this complaint regardless?

Since t4he change to the Ultimate Reward Account was dome 'in branch' could MRS  X have made that change?

WillPS

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

We only have what the OP says to go on. Banks make mistakes and if they had said 'URCA is not a PBA' that would have been one, certainly.

Academic now as we can see it's actually about the complaint being time-barred, so it's proven the OP was mistaken.

WillPS

sheramber said:

buel10 said:

Hi all.
The 'Halifax Ultimate Reward' fees were charged on my brother's account since 2011. He definitely did not agree to this and made a complaint to Halifax saying they were mis-sold. He did this by using Resolver. They only option they had as a header was 'Packaged Bank Account',
Halifax have replied to say being as this was not a 'PBA', they will not be looking in to the complaint.

Is this just because he used the 'packaged bank account' header or should they have looked at this complaint regardless?

Since t4he change to the Ultimate Reward Account was dome 'in branch' could MRS  X have made that change?

Interesting if so. I wanted to make an URCA a joint account and it was a right rigmarole, they needed to see both of us in person, then go through all the insurances individually (which I was already paying for and had agreed to for myself personally), watch a load of these stupid videos in silence (because the room was being recorded!).

eskbanker

WillPS said:
Interesting if so. I wanted to make an URCA a joint account and it was a right rigmarole, they needed to see both of us in person, then go through all the insurances individually (which I was already paying for and had agreed to for myself personally), watch a load of these stupid videos in silence (because the room was being recorded!).

That right rigmarole is of course at least partially a result of so many people clambering onto the PBA misselling claim bandwagon that's so enthusiastically promoted on this very site (and elsewhere)....

[Deleted User]

WillPS 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

We only have what the OP says to go on. Banks make mistakes and if they had said 'URCA is not a PBA' that would have been one, certainly.

Academic now as we can see it's actually about the complaint being time-barred, so it's proven the OP was mistaken.

Yes but they didn't did they?

They didn't dismiss the complaint with bogus reasoning and as I said, we only had the hearsay complaint which as we can see was wrong.

The bank acted correctly and again you seek to argue with me to save face instead of simply accepting I was correct.

[Deleted User]

WillPS said:

sheramber said:

buel10 said:

Hi all.
The 'Halifax Ultimate Reward' fees were charged on my brother's account since 2011. He definitely did not agree to this and made a complaint to Halifax saying they were mis-sold. He did this by using Resolver. They only option they had as a header was 'Packaged Bank Account',
Halifax have replied to say being as this was not a 'PBA', they will not be looking in to the complaint.

Is this just because he used the 'packaged bank account' header or should they have looked at this complaint regardless?

Since t4he change to the Ultimate Reward Account was dome 'in branch' could MRS  X have made that change?

Interesting if so. I wanted to make an URCA a joint account and it was a right rigmarole, they needed to see both of us in person, then go through all the insurances individually (which I was already paying for and had agreed to for myself personally), watch a load of these stupid videos in silence (because the room was being recorded!).

This will most likely be because of all the try it on complaints encouraged by sites like this for people to pretend they didn't want an account and ask for a refund. Aside from the annual statements, watching videos to fully explain what insurances are is sadly the inevitable result of groups like MSE encouraging false complaints on spurious grounds and banks having to pay out - now the majority have to waste time to protect the banks from the minority of chancers

WillPS

Deleted_User said:

WillPS 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

We only have what the OP says to go on. Banks make mistakes and if they had said 'URCA is not a PBA' that would have been one, certainly.

Academic now as we can see it's actually about the complaint being time-barred, so it's proven the OP was mistaken.

Yes but they didn't did they?

They didn't dismiss the complaint with bogus reasoning and as I said, we only had the hearsay complaint which as we can see was wrong.

The bank acted correctly and again you seek to argue with me to save face instead of simply accepting I was correct.

Your assumption was correct, yes. Congratulations.

sheramber

WillPS said:

sheramber said:

buel10 said:

Hi all.
The 'Halifax Ultimate Reward' fees were charged on my brother's account since 2011. He definitely did not agree to this and made a complaint to Halifax saying they were mis-sold. He did this by using Resolver. They only option they had as a header was 'Packaged Bank Account',
Halifax have replied to say being as this was not a 'PBA', they will not be looking in to the complaint.

Is this just because he used the 'packaged bank account' header or should they have looked at this complaint regardless?

Since t4he change to the Ultimate Reward Account was dome 'in branch' could MRS  X have made that change?

Interesting if so. I wanted to make an URCA a joint account and it was a right rigmarole, they needed to see both of us in person, then go through all the insurances individually (which I was already paying for and had agreed to for myself personally), watch a load of these stupid videos in silence (because the room was being recorded!).

But was that the case at the beginning?

No mention of the wife in the post although it is a joint account.  Does she remember the account it being changed?

WillPS

sheramber said:

WillPS said:

sheramber said:

buel10 said:

Hi all.
The 'Halifax Ultimate Reward' fees were charged on my brother's account since 2011. He definitely did not agree to this and made a complaint to Halifax saying they were mis-sold. He did this by using Resolver. They only option they had as a header was 'Packaged Bank Account',
Halifax have replied to say being as this was not a 'PBA', they will not be looking in to the complaint.

Is this just because he used the 'packaged bank account' header or should they have looked at this complaint regardless?

Since t4he change to the Ultimate Reward Account was dome 'in branch' could MRS  X have made that change?

Interesting if so. I wanted to make an URCA a joint account and it was a right rigmarole, they needed to see both of us in person, then go through all the insurances individually (which I was already paying for and had agreed to for myself personally), watch a load of these stupid videos in silence (because the room was being recorded!).

But was that the case at the beginning?

No mention of the wife in the post although it is a joint account.  Does she remember the account it being changed?

If presuming you mean in the beginning as in when the OP's account was converted to URCA, I don't know - and it'd perhaps be a vector for a claim if you can get past the time barring, and any subsequent letters which were sent which should 'remind' of the charge (I seem to get one of these every so often from Halifax for my URCA, presumably to stop a future claim that I suddenly 'became aware' or similar).

Ergates

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. 👍

I know what you *meant*, but what you say Halifax said isn't what the letter said - so posting that helped to clarify that you have misinterpreted their response - which is an important thing for you to understand as it will inform your decision on whether to take this any further (available evidence suggests you shouldn't).

I reserve the right to make points in a sarcastic manner.