Halifax Clarity a nightmare abroad/ verses Starling account

Mayaboo

The only way Halifax clarity will communicate is by phone.
Now been hanging on for an hour . The recording said 5 minute wait. 
I have a crime reference number to give them  and I've been advised ( not by them unfortunately) to cancel my card in case of identity fraud,  and to sign up to cifas.  I'm abroad so not great .

born_again

Odd to cancel card for ID fraud.

Someone else been spending on your card, or did you lose it while away?

Mayaboo

Spent on a site that was likely fraudulent .
You would think that particularly with Halifax clarity being a card people use abroad, there would be an easier way of communicating . Even if you had to make the first call, then after that communicate via the app, it's not really what you expect.
The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.
I have also got a starling card, I find them very good with genuine livechat ,I  think  I will switch to using them.

WillPS

Mayaboo said:

The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.

You will have been speaking to a dedicated fraud team. If there was a wait it was because other people were waiting for people with the same specialism.

There are very good reasons to insist on a phonecall to discuss an issue pertaining to fraudulent usage of a card.

Mayaboo

WillPS said:

Mayaboo said:

The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.

You will have been speaking to a dedicated fraud team. If there was a wait it was because other people were waiting for people with the same specialism.

There are very good reasons to insist on a phonecall to discuss an issue pertaining to fraudulent usage of a card.

What are they ?

WillPS

Mayaboo said:

WillPS said:

Mayaboo said:

The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.

You will have been speaking to a dedicated fraud team. If there was a wait it was because other people were waiting for people with the same specialism.

There are very good reasons to insist on a phonecall to discuss an issue pertaining to fraudulent usage of a card.

What are they ?

Having a recorded record including your voice, for starters.

born_again

Mayaboo said:

Spent on a site that was likely fraudulent .
You would think that particularly with Halifax clarity being a card people use abroad, there would be an easier way of communicating . Even if you had to make the first call, then after that communicate via the app, it's not really what you expect.
The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.
I have also got a starling card, I find them very good with genuine livechat ,I  think  I will switch to using them.

Fraud is dealt with by a dedicated team. Not your average call center rep. Call can last a long time in some cases.
Not uncommon to spend a hour talking to a customer, on some cases.

Best option, get call center to stop card & say will call back once in Uk, or use app to freeze or stop. Then deal once back in the UK.

eskbanker

born_again said:
Fraud is dealt with by a dedicated team. Not your average call center rep. Call can last a long time in some cases.

Not uncommon to spend a hour talking to a customer, on some cases.

I spent three hours on a call with Halifax's fraud team last year!

Mayaboo

born_again said:

Mayaboo said:

Spent on a site that was likely fraudulent .
You would think that particularly with Halifax clarity being a card people use abroad, there would be an easier way of communicating . Even if you had to make the first call, then after that communicate via the app, it's not really what you expect.
The staff yesterday and today say it's been exceptionally busy. You'd think Fraud would be prioritised in the queue, but clearly not.
I have also got a starling card, I find them very good with genuine livechat ,I  think  I will switch to using them.

Fraud is dealt with by a dedicated team. Not your average call center rep. Call can last a long time in some cases.
Not uncommon to spend a hour talking to a customer, on some cases.

Best option, get call center to stop card & say will call back once in Uk, or use app to freeze or stop. Then deal once back in the UK.

I didn't spend an hour speaking to them, I spent an hour waiting to get through .

Mayaboo

I spoke to Starling , to see how they'd have dealt with this.They said as they have 24/ 7 communication online I could have spoken to them for advice at any time.
They also said the only reason I'd have had to ring them was if my app wasn't updated and I couldn't update it.
Bizarre that Halifax told me I couldn't communicate with them by message,or email,  yet told me to take a screenshot of any communication I have with the so called company. 

So, I'm going to have to spend another hour getting through to them to ask them how to send the information ..

WillPS

Mayaboo said:

I spoke to Starling , to see how they'd have dealt with this.They said as they have 24/ 7 communication online I could have spoken to them for advice at any time.
They also said the only reason I'd have had to ring them was if my app wasn't updated and I couldn't update it.
Bizarre that Halifax told me I couldn't communicate with them by message,or email,  yet told me to take a screenshot of any communication I have with the so called company. 

So, I'm going to have to spend another hour getting through to them to ask them how to send the information ..

Different banks do things differently. LBG operate at an entirely different scale to Starling. Starling might simply choose to swallow more losses on fraud per incident and have lower operating costs investigating and protecting customers against fraud.

There's no definitively right or wrong way to do these things, and there's no guarantee that a process which is less of a faff for you personally will be maintained for that reason alone - banks exist to make money and part of that is minimising losses.