Halifax bank

[Huw]

I opened a current account with the Halifax and asked them to transfer my existing account to them - like they say in that irritating TV advert - they agreed I met the necessary conditions . Six weeks later nothing had happened so I called customer services who put me on hold as they tried to get an answer from the transfers department. The transfers dept would not answer them so customer services offered my their number so that I could try and get through - although customer services could not say why they thought I would get an answer if they couldnt. I was so impressed I closed the account. I don't even think they did that right as I still have a cheque book and 2 guarantee cards that I would have expected any competent organisation would have wanted back.

[Huw]

Halifax wrote me a letter today to say there are not any deposits being made to my account and that it is £130 overdrawn I reply







Thank you for your letter of 10 September 2001. There are two reasons why there have been no deposits to this account. The first is only known to yourselves, as it is a result of you failing to arrange the agreed transfer of my old current account to you in the 7 weeks the account was open. The second reason there have been no deposits is that the account is closed (see Halifax HCACLO1/EP dated 5 Sept. 2001). As you had failed to even start the transfer of my old current account to yourselves in 7 weeks and could not tell me why I took this to be a sign of incompetence and decided to stay with my old bank. I did try to find out why you had not started the transfer but customer services did not know and when they tried to ask the transfers department they could get no reply. Customer services did offer me the number of the transfers department so that I could phone them direct- but as they could offer no reason why transfers would be any more likely to answer the phone for me than for them I took the decision it would be a waste of time.

When I closed the account several things surprised me.

1. The cheque I had written in early August had not been deducted from the outstanding balance.
2. That you did not check that there were any outstanding cheques
3. That you did not ask for the return of my cheque book.
4. That you did not ask me to return/destroy my cheque guarantee/debit cards.

So to date you:

Failed to even start the agreed transfer of my account to yourselves in the 7 weeks the account was open.
Could not tell me why the transfer was not taking place.
Failed to even ask if there were any outstanding cheques when closing the account.
Failed to make arrangement for the return of the cheque book.
Failed to make arrangements for the return of the guarantee/debit cards.
Failed to recognise the account is closed.
And now to add insult to injury your letter seems to indicate that I am in some way to blame for there being no deposits made to this closed account.

I am shocked and horrified by your service.

I believe it is common practice in banking for customers to receive £25 in respect of a mistake being made in connection with their account. If this is the case I suggest you owe me at least 6 x £25. If you care to deduct the £130 now outstanding from the £150 and send me a cheque for the balance I will return or destroy the cheques and cards if you desire and consider the matter closed. In the meantime please be aware that I only wrote one cheque whilst the account was open and none since it has been closed.

I note from your letter that you monitor and record calls for training purpose. I suggest you read letters as well. Having seen your current TV advertising I further suggest ’More Banking, Less Dancing’ as the thrust of the training.

[Ian]

Something similar also happened to a guy at work when he attempted to change banks, the new bank quickly moved the balance across and started accepting his salary, but the direct debits/mortgage payments/etc didn`t get moved over so his old account went horribly overdrawn (+charges)

ISTR Watchdog doing a piece on banks being slow/awkward/just plain pants when moving bank accounts.

[Huw]

A nice lady from the Halifax says sorry and she agrees and I will get £25 for each mistake - gosh.