Bed bound parent can’t go into branch

Synkey

My father received inheritance and wanted to share it with me and my siblings. So he bank transferred some to my brother and went to transfer my share and it blocked the transfer and kicked him out of his online banking. 

He called up the Halifax fraud team and confirmed it was him making the transfer but they said he must go into a branch with ID. 

He is bed bound at home and unable to go into the branch. I have tried phoning the local branch several times with no success. 

This is causing him great distress, he cannot use his debit card as they have blocked that too so he can’t even buy food or anything. I have called up Halifax several times to try get something and they refuse to offer any solution. 

Applying for POA will take weeks, what is he supposed to do in the mean time when he needs food etc? 

Looking for help and solutions from anyone please. This is causing great distress. 

eskbanker

There's an old thread about a very similar tale, and the OP resorted to social media and the press before Halifax finally budged:

https://forums.moneysavingexpert.com/discussion/comment/74177336/#Comment_74177336

sammyjammy

Or make a formal complaint, they must have an alternate process for vulnerable customers, its a joke given how many branches they continue to close!

Synkey

sammyjammy said:

Or make a formal complaint, they must have an alternate process for vulnerable customers, its a joke given how many branches they continue to close!

Have put in a formal complaint today. Have also enquired about 3rd party access, so I could go to branch and unlock it for him but they said they have to post a security code which will take up to 5 working days, and then they were unsure whether it would allow me to unblock it for him, but seems for now it’s the only option to try. Disgraceful service. 

eskbanker said:

There's an old thread about a very similar tale, and the OP resorted to social media and the press before Halifax finally budged:

https://forums.moneysavingexpert.com/discussion/comment/74177336/#Comment_74177336

Unsurprised they’ve had previous. Thanks! Will explore every avenue I can to get this resolved as quickly as possible.

p00hsticks

Synkey said:

Applying for POA will take weeks

POA is likely to take months not weeks, but it is important that you start the wheels turning now as you are likely to need it more and more in the future, especially if his being bed-bound is a permanent rather than a temporary thing. 

Synkey

p00hsticks said:

Synkey said:

Applying for POA will take weeks

POA is likely to take months not weeks, but it is important that you start the wheels turning now as you are likely to need it more and more in the future, especially if his being bed-bound is a permanent rather than a temporary thing. 

Yeah will be looking to do this. For now I’m hoping we can setup a 3rd party arrangement next week and I will be able to go unlock it in branch for him. Only hope for now. Will have to suffer for now. Halifax won’t help any other way. 

SacredStephan

Perhaps, going forward, your Dad could get a backup non-Halifax credit card and/or current account which can be used immediately if this situation recurs. 

Edit: I've just read the thread listed above from 2018 and believe that it was the letter to the CEO that got things moving.

Nasqueron

sammyjammy said:

Or make a formal complaint, they must have an alternate process for vulnerable customers, its a joke given how many branches they continue to close!

Alternative process would be OP should have got POA for a bed bound parent, there was inevitably going to be a problem needing ID before long. Halifax protecting a potentially vulnerable customer and not allowing someone else to ring through and demand it gets ignored are just covering their backs. 

Brie

To get 3rd party access might also require dad to go into the branch.  Unless they can get someone from the branch to go to him.  That's what we did when my MiL was in hospital - in her case it was NatWest who sent someone to the hospital to talk to her and me to get all the docs signed and to get me access to her account.

In the meantime you might try getting dad to sign a letter of authority - basically saying "I, BobKey, give my adult child, SynKey, access to my account for management purposes."   Signed, with his address and account details and dated.  Some banks will accept this sort of thing but others will want it done on their form and for a limited period like 60 days only.

boingy

Try these email addresses:

(Removed by Forum Team)

ceo@lloydsbanking.com

ceo@halifax.co.uk

customerservice@lloydsbanking.com

customerservice@halifax.co.uk

Be sure to stress their discrimination against a bed-bound person and how you will be taking to social media. Leave a lambasting review on TrustPilot and send them a link to it.

If you or he are on Facebook then don't be shy of using it. Sometimes the quickest way to get a solution is social media, because the conversation is very public there. It should not be that way but, sadly, it often is.

In other words, make an almighty fuss until you reach someone who can actually help with the problem rather than dodging it.

SiliconChip

boingy said:

Try these email addresses:

I expect you're trying to be helpful, but you've been around long enough to know the Forum Rules, particularly this one:

Do not share personal information

We want to keep our Forum focused on quality MoneySaving content and to keep you safe while doing this. Please do not request or share personal identifying information or arrange to meet up in posts or PMs. This also includes sharing your own or others' names, email addresses, details of where you live or work and any social media accounts.

You might want to consider editing your post before the forum team sees it and takes action.