Direct Debit Guarantee Scheme Question (Halifax)

Azrael_1701

Telephone banking for HBoS cannot do indemnity claims, they used to be able to, but it was taken away again after a few months, afaik LTSB agents can, so it will probably change come integration.

Bar-Code

Update on my situation :

just been to nearest Halifax bank yesterday and waited in the long que again to find out that they dont do the DD indemnity claim after 4:00 pm ....literally its my 4th communication and 3rd visit to bank...with nothing sorted out yet... what a pity..I have been with NatWest over 6 years and never saw such treatment ..going out again today to sort out things.. looking to claim 250 spent out 50 already in expenses.... HBOS better of doing some other business instead ...as they don't deserve to do the banking...(in my personal opinion) :sigh:

summary of my series of communications with the HBOS bank :

1) spoke to telephone banking getting past the automated systems...suggested to go to the nearest bank and sort out the things as they cannot do the indemnity over the phone.

2) arrived at the nearest bank along with my GF..and the advisor gave a random and irrelavant information. and insited us to speak and sort with the paypal(unknown to us) first before approaching the bank.

3) spent talking to the paypal over half an hour explaining things and failed to get any reference as the advisor at paypal wont give the full-name as the HBOS advisor asked me to get the full name of the call center person whom I spoke to. visited the bank again to find out the they are short of staff and they cannot do it and I have to come back again.

4) went again to the bank yesterday waiting at long que's..to find out they don't do the indemnity claim after 4 pm..and the advisor says that it takes 45 minutes to fill the form. (which they never mentioned to me at the third point)...

and the story continues ....

System

Bar-Code wrote: »

just been to nearest Halifax bank yesterday and waited in the long que again to find out that they dont do the DD indemnity claim after 4:00 pm

You are not repeat not making an indemnity claim. Do not use the word indemnity when you talk to Halifax. Refuse to enter into any discussion about indemnities. Your girlfriend is exercising her absolute right, under the direct debit guarantee, to an immediate refund of any direct debit she says is mistaken. (In this case, Halifax made what was apparently an innocent mistake, when they took Paypal's word for it that Paypal has a direct debit authority from your girlfriend.)
Under the direct debit guarantee, Halifax must refund your girlfriend's account immediately.
Subsequent action Halifax takes to recover the funds from Paypal's bankers, under the indemnity Paypal has to give their bankers, is nothing to do with your girlfriend. Though doubtless she will assist Halifax with answers to reasonable questions, once Halifax has given her the refund she is entitled to.

opinions4u

4) went again to the bank yesterday waiting at long que's..to find out they don't do the indemnity claim after 4 pm..and the advisor says that it takes 45 minutes to fill the form. (which they never mentioned to me at the third point)...

10 minutes. 5 if you know what you're doing. Although it is time that won't earn them any sales.

But I still say it's a fraud!

You can and should raise an official complaint.

If you have a complaint or just want to tell us about something we could do better, there are a number of ways you can let us know:
Visit a branch: speak to any member of the branch team.
By telephone: call our Telephone Banking Service on 08457 25 35 19.
By textphone: if you have a hearing impairment, call us on 08457 32 34 36.
By post: write to us at Halifax, PO Box 548, Leeds, LS1 1WL.

Azrael_1701

Bar-Code wrote: »

Update on my situation :

just been to nearest Halifax bank yesterday and waited in the long que again to find out that they dont do the DD indemnity claim after 4:00 pm .......

summary of my series of communications with the HBOS bank :

1) spoke to telephone banking getting past the automated systems...suggested to go to the nearest bank and sort out the things as they cannot do the indemnity over the phone.

2) arrived at the nearest bank along with my GF..and the advisor gave a random and irrelavant information. and insited us to speak and sort with the paypal(unknown to us) first before approaching the bank.

3) spent talking to the paypal over half an hour explaining things and failed to get any reference as the advisor at paypal wont give the full-name as the HBOS advisor asked me to get the full name of the call center person whom I spoke to. visited the bank again to find out the they are short of staff and they cannot do it and I have to come back again.

4) went again to the bank yesterday waiting at long que's..to find out they don't do the indemnity claim after 4 pm..and the advisor says that it takes 45 minutes to fill the form. (which they never mentioned to me at the third point)...

and the story continues ....

Thats crap, 10, maybe 15 minutes MAX.

1) Once you enter your acc info + PSN, press * then 0 on your phone, you will be connected straight into the queue for an advisor...
2),3) Shouldnt have happened, period.
4) Also crap.

Bar-Code

Hi All,
Thanks Everyone out there,

Finally we could make some progress today ...they have finally filled DDI indemnity form..and refunded the money...with the reason mentioned was "Customer doesn't recognize the Originator".

surprisingly its the same branch but different person to deal with and complete and a different solution...there is no question of speaking to the originator as metioned initially... I had to make a lengthy complain summarising the random and irrelavant responses I got from the Front desk Advisor whom I saw first..who deliberately wasted our valuable time and money.

thanks again :beer: