Bed bound parent can’t go into branch

Desmond_Hume

sammyjammy said:

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

How would having more branches help in this case?

General_Grant

Desmond_Hume said:

sammyjammy said:

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

How would having more branches help in this case?

I don't think it was related specifically to this case as we don't know how close the nearest branch is. 
It is a comment on the reduction in the number of branches when they are insisting on people going into branches with ID.

boingy

SiliconChip said:

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.

It's not personal information. It's publicly available contact information from publicly accessible limited company websites. Directors of public companies are in the public domain. You should be trying to help the OP rather that protecting the companies who are hiding behind their ramparts.

Synkey

Thank you everyone for your replies so far. I’ve sent some emails out to the emails provided in here.

My dad will again call the bank tomorrow and stress his situation (probably fall on deaf ears) but worth a try. 

I will also visit the local branch tomorrow to see if they can assist him in any way possible. 

Will try keep the thread updated as best as I can. Any further help/solutions are welcome. 

Thank you 

TheBanker

Synkey said:

Thank you everyone for your replies so far. I’ve sent some emails out to the emails provided in here.

My dad will again call the bank tomorrow and stress his situation (probably fall on deaf ears) but worth a try. 

I will also visit the local branch tomorrow to see if they can assist him in any way possible. 

Will try keep the thread updated as best as I can. Any further help/solutions are welcome. 

Thank you 

When he calls, ask to speak to the Vulnerable Customer team. I don't know if Halifax have such a team, and if they do whether they are customer facing, but the bank I work for does and they have a bit more authority to 'bend the rules' than the call centre staff. 

A problem I can see is that if the block was triggered due to a payment to you, they may be reluctant for you to deal with the situation. If they are concerned about the payment, then the beneficiary of the payment saying everything is ok won't give them comfort. Whilst it is very annoying, please do bear in mind that they are trying to protect your dad. They may suspect he's being scammed or taken advantage of. 

They should have another way to deal with this though, that could be someone visiting him at home, a video call, a letter from an independent person such as a solicitor... each bank will have their own processes. 

Synkey

TheBanker said:

A problem I can see is that if the block was triggered due to a payment to you, they may be reluctant for you to deal with the situation. If they are concerned about the payment, then the beneficiary of the payment saying everything is ok won't give them comfort. Whilst it is very annoying, please do bear in mind that they are trying to protect your dad. They may suspect he's being scammed or taken advantage of. 

To be clear, I haven’t been on the phone telling them payment is legit. My father has, as it’s his account it’s very difficult for me to talk to anyone as they always want to speak with him. 

 I’ve only been on the phone trying to find solutions to no avail as of yet. 

The staff don’t have an answer anytime he tells them that it’s impossible to attend in person. 

We will have to try again later today and beg for an alternate way. 

Having to wait for a security code in the mail which will allow us to setup 3rd party access, but the bank seem unclear whether that’ll work and that’s still days without him having any access to money and money is tight for me so I’m struggling to support him in the mean time. 

1stTimer

Synkey said:

TheBanker said:

A problem I can see is that if the block was triggered due to a payment to you, they may be reluctant for you to deal with the situation. If they are concerned about the payment, then the beneficiary of the payment saying everything is ok won't give them comfort. Whilst it is very annoying, please do bear in mind that they are trying to protect your dad. They may suspect he's being scammed or taken advantage of. 

To be clear, I haven’t been on the phone telling them payment is legit. My father has, as it’s his account it’s very difficult for me to talk to anyone as they always want to speak with him. 

 I’ve only been on the phone trying to find solutions to no avail as of yet. 

The staff don’t have an answer anytime he tells them that it’s impossible to attend in person. 

We will have to try again later today and beg for an alternate way. 

Having to wait for a security code in the mail which will allow us to setup 3rd party access, but the bank seem unclear whether that’ll work and that’s still days without him having any access to money and money is tight for me so I’m struggling to support him in the mean time. 

Could you not ask your brother for some help temporarily if he managed to receive his share?

Rob5342

It's ridiculous that they'd expect anyone to go to a branch in this day and age, which century are they living in?

Has he tried talking to their serious illness support team?

https://www.halifax.co.uk/helpcentre/support-and-wellbeing/customers-affected-by-serious-illness.html

Nasqueron

boingy said:

Try these email addresses:

jayne.opperman@lloydsbanking.com

charlie.nunn@lloydsbanking.com

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.

You are suggesting effectively "blackmailing" (for want of a better word) the bank over this issue. To take the Devil's Advocate position, nobody, least of all the bank, knows if what the OP is doing is ok. OP's father has received some presumably reasonably large sum of money into his account, he's now trying to push it out to 2 external accounts  The bank have to assume OP could be taking advantage of a vulnerable, but still capable, adult and trying to get money off them for nefarious reasons (I am not saying they are, just that is the worst case scenario). The bank absolutely need to understand the issue of not being able to travel (surely they could allow some form of digital upload of ID like with bank account opening) but equally, they need to apply safeguarding rules to ensure someone is not being exploited.

born_again

Nasqueron said:

boingy said:

Emails removed

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.

You are suggesting effectively "blackmailing" (for want of a better word) the bank over this issue. To take the Devil's Advocate position, nobody, least of all the bank, knows if what the OP is doing is ok. OP's father has received some presumably reasonably large sum of money into his account, he's now trying to push it out to 2 external accounts  The bank have to assume OP could be taking advantage of a vulnerable, but still capable, adult and trying to get money off them for nefarious reasons (I am not saying they are, just that is the worst case scenario). The bank absolutely need to understand the issue of not being able to travel (surely they could allow some form of digital upload of ID like with bank account opening) but equally, they need to apply safeguarding rules to ensure someone is not being exploited.

TBH here.
Were Halifax aware of the OP's fathers condition. As someone should have informed them of their status, so they would be under the wing of vulnerable customer care team. 
Which would have potentially stopped this issue from happening, as a simple phone call from the account holder would have cleared the issue up.