'Accused of fraud by the Halifax…' blog discussion

MothballsWallet

BT probably use a call centre like that as well... Dummies called me up the other day asking for my feedback on their service - I shifted to TalkTalk over a year ago! :eek:

Oh, and they called me after I left following the end of my contract to ask me why I'd left BT - their phone directory intranet can tell them if someone's permanent or agency, so why didn't they check that? If they had, they'd have seen that I was working for them via an agency, and they could have deduced the reason from that. Simple, really.

worldtraveller

IMHO, this is not surprising at all. I had to deal with the Fraud Department of a major credit card company recently and the initial contact was clearly someone that was only just out of nappies! Totally useless, with not a basic understanding of commerce.

The problem is that people like this wield major power in relation to their position. When I realised that I was dealing with the office junior, I asked for the supervisor, who was just slighly better.

I totally understand the need for fraud prevention, but not when an important operation like this is staffed by fools.

magicrichard5

Yet another nail in the coffin for Halifax, who have been quite frankly awful in the customer services department since they merged with Bank of Scotland.

I have had problems opening an account, closing accounts, transferring money etc. The conversations I've had with staff are simply unbelievable - I've had everything from "we can't open your account becuase the computer that does that has been shut down for the day" to having to inform counter-staff the difference between a BACS payment and a CHAPS payment.

Don't even get me started on their so called "security" if you forget your banking password - complete joke.

I've recently escaped their clutches, I will never return.

Somerset

This isn't uncommon. I queried a credit card transaction ( Goldfish ) that I didn't recognise. In fact it was valid, I just didn't recognise the narrative/description. Anyway, the point is, CS googled the description while I was on the phone. They couldn't find the company, but told me it appeared to be an 'auction type' transaction, and had I bought anything at an auction? As I said the transaction was valid - it in fact was nothing to do with auctions but the point is CS 'googled' for the information. Now to be fair I can't remember if this was the 'front line' CS or the fraud department. But the 'googling' is common and they do relay that information to the customer.

v.littlebird

The Halifax... they gave transfered ALL my accounts; current, credit card, ISA, savings, mortgage, to someone else.

I only spotted the mistake when I had my book updated and they gave the form to sign and it wasn't my name or address!!! They didn't even check the ID I gave them matched the details on the accounts. I received the worst possible customer service from them. I couldn't even say "I'm taking my money and leaving this bank", as someone else had all my money... I had to wait a week to find out if I could get all my accounts/money back. Got them all back in the end, but it was a hassle that I shouldn't of had to go through.

They said that someone in Leeds business center saw my account and someone else with the same initials and merged the two together. It's really not good enough when banks can't even do the basics.

rarevisitor

as muddyfox says... an infinite amount of monkeys...
Martin, you could give that letter to The Plain English Campaign
I had a halifax online account but gave up because I couldn't tell phishing from official mails as the grammar was equally bad in both.
In the last week I've had two telephone banking references entered incorrectly by the person at the call centre, and found two pieces of identifying data entered incorrectly on a student finance support application. For the latter, the whole process would have been screwed if it weren't for an intelligent human-being on the support line. If we are to work electronically we have to make the effort to be accurate.
Now anyone reading this can tell me wot i got wronge

JaneAnnA

I used my barclays bank debit card last Tuesday and put the card back into my bag. When I came to use it again on Saturday it wasn't in my bag. I imediately went into my bank with 2 forms of ID and cancelled my card, however it turns out some individual had been into a barclays bank on Friday morning and not only cleared my account of the £300 that was in but also took it overdrawn up to my maximum overdraft limit of £500. They have walk out with a total of £800 of my money. I have been to see the fraud officer today and been informed it is my fault, my card is my responsibility and according to him there as been no fraud committed because as far as they are concern it was me who withdrew the money, had I cancelled the card then that would be fraud !! . Surely it can't be that simple for someone to walk in to a bank with someone elses card without ID or personal information and just walk out having copied my signature and the bank take no responsibility for it and even worse not be interested in helping or satisfying their valuable customers.

JaneAnnA

I used my barclays bank debit card last Tuesday and put the card back into my bag. When I came to use it again on Saturday it wasn't in my bag. I imediately went into my bank with 2 forms of ID and cancelled my card, however it turns out some individual had been into a barclays bank on Friday morning and not only cleared my account of the £300 that was in but also took it overdrawn up to my maximum overdraft limit of £500. They have walk out with a total of £800 of my money. I have been to see the fraud officer today and been informed it is my fault, my card is my responsibility and according to him there as been no fraud committed because as far as they are concern it was me who withdrew the money, had I cancelled the card then that would be fraud !! . Surely it can't be that simple for someone to walk in to a bank with someone elses card without ID or personal information and just walk out having copied my signature and the bank take no responsibility for it and even worse not be interested in helping or satisfying their valuable customers.

fairydiamond

Complete madness

MothballsWallet

Halifax - the bank that filmed their latest batch of adverts in Auckland, New Zealand (I know because I spent a year there before joining MSE when I came home). No wonder they don't have the wherewithal to get their systems right.