Halifax Banking app

Inforapennyinforapound

I am more than happy with my bank,Halifax. I have been using on-line banking for quite a while and everything runs smoothly.

Yes,there is now a ‘but’ coming. Yesterday I wanted to query why a payment I had made was not showing in the pending payments or my statements. A simple question.

There was no contact phone number anywhere on the app and I was forced to use the ‘digital assistant’ (you know,that pretendy robot who can answer most queries🤣…not!).

I put in my question,which of course the ‘assistant’ didn’t understand. I changed the question a few times using different words. Still didn’t understand. I was on the verge of throwing my phone through the window by this time! My last message was ‘ I want to speak to a human’….still no understandy!. I gave up!

Ultimately I contacted the Company I had paid,and the matter was resolved.(Payment had not been taken..yet)

I was so infuriated. I thought technology was to assist speed things up?

i so detest these digital assistants! 

badmemory

Then you read posts about - why does everyone seem so annoyed all the time these days.  So now you know.  Becasue every little minor irritation becomes a major problem because it has become so hard to get even a simple answer.

booneruk

I once used the "Call us through the app" feature, but it was over a year ago now. They still mention it here: https://www.halifax.co.uk/helpcentre/everyday-banking/mobile-banking-app/call-from-app.html

Although I'm failing to find that option now. I suspect they've dropped it or hidden it behind the AI agent - both are stupid decisions because in an emergency I would have been able to open the app and click to call - no farting about trying to find numbers.

SevenUpPear8

Inforapennyinforapound said:

There was no contact phone number anywhere on the app and I was forced to use the ‘digital assistant’ (you know,that pretendy robot who can answer most queries🤣…not!).

I put in my question,which of course the ‘assistant’ didn’t understand. I changed the question a few times using different words. Still didn’t understand. I was on the verge of throwing my phone through the window by this time! My last message was ‘ I want to speak to a human’….still no understandy!. I gave up!

But there is still a phone number on the website, right?

https://www.halifax.co.uk/helpcentre/call-us.html

0330 912 6275

marcia_

 I used the app to talk to a human a few days ago. 

Abbafan1972

I use the Halifax app to manage my mortgage account and credit card with the Halifax.

I just clicked the ? at the top right, next to where it says your name - you will have to click through depending on what your query is but I clicked "Other contact options" and found a button to "call us". 

booneruk

Abbafan1972 said:

I use the Halifax app to manage my mortgage account and credit card with the Halifax.

I just clicked the ? at the top right, next to where it says your name - you will have to click through depending on what your query is but I clicked "Other contact options" and found a button to "call us". 

That's odd - I'm not seeing it. If there was such a button it should full width on the landing page. Why hide this function away?

Claddagh_Noir

I had issues with my WI-FI recently and wanted to speak to an actual human being.  I chose various options and kept saying 'advisor.'  The automated voice said 'We have changed the way we do things, you can contact us by Whatsapp and text message!  I then got an influx of messages by email as well! When I was texting, it was a  bot!

I am going to have to hope I do not have anymore issues with my ISP for the rest of the term of the contract! 

Inforapennyinforapound

I want to add that when I did type in my question to Mr/Mrs Bot , I didn’t get a reply for 2 minutes. I wrote certain swear words on the bot and it just said “sorry I don’t understand the question”! 😂….Too F ing right! I was not amused. And no, I didn’t notice a ‘call us’ option. In any event why make it so difficult for me,the customer.

i can’t recall one success story yet with any bot on any app/website.

Abbafan1972

booneruk said:

Abbafan1972 said:

I use the Halifax app to manage my mortgage account and credit card with the Halifax.

I just clicked the ? at the top right, next to where it says your name - you will have to click through depending on what your query is but I clicked "Other contact options" and found a button to "call us". 

That's odd - I'm not seeing it. If there was such a button it should full width on the landing page. Why hide this function away?

I think it depends on what your query is….

i clicked on my mortgage account and there was an option to call, but not in my credit card. 

Abbafan1972

It is annoying I know, that many companies do not operate a service where you can talk to a person, as that’s the only way to resolve the issue effectively.