Halifax Avis 

problems with Halifax (part of Lloyds Banking Group) allowing money to be taken from my account without proper protection.
A company called Go-Innerly, which I believe to be fraudulent, has repeatedly taken payments from my account under the guise of "subscriptions." Last year, Halifax's fraud team refunded money that Go-Innerly had taken. Yet despite knowing this, Halifax has now allowed them to take £35 from my account again.
The staff I've spoken to have been polite and professional, but the bank's own policies are the real problem: once a transaction is labelled a "subscription," it seems to go through regardless of whether the company is legitimate — whether it's £35 or £3,500.
Because of this, I've decided to move my bank account. I want a bank with stronger security, one that doesn't let recurring "subscription" charges bypass fraud protection. The staff aren't at fault — it's the policies they're forced to work within.
Norman Kennedy

Dan from the debit card fraud team in the Belfast office is a credit to your organisation.

He went above and beyond to help get my money back from fraudulent charges that had been coming out of my account for years, even going as far to refund overdraft charges caused by the fraudulent activity.

He navigated my issues with calm, poise, professionalism and a dash of humour throughout our call. Knowing that all I can do for him in return is a positive review frankly feels like a disservice to him. I hope that the right people see this to give him the praise and reward that he deserves.

Dan is a credit to the Halifax team, in an age of automation, chatbots, and ‘computer says no’ he proves that there is no substitute for a human on the other end of the line who not only cares and understands, but is also ready to move mountains to do right by you.

He has not only completely knocked it out of the park by solving my issue today, but has also made tremendous strides in restoring my faith in humanity.

I am extremely disappointed with Halifax.

The issue is not simply that Halifax took an incorrect amount for my mortgage payment. What makes this experience particularly unacceptable is the failure to properly acknowledge and deal with my complaints, despite me repeatedly raising concerns about what happened.

Halifax took an unauthorised/inflated amount from my account in connection with my mortgage payment, leaving me having to spend significant time trying to get an explanation and have the matter properly investigated.

When a bank takes more money than it is authorised to take, this is not a minor customer-service inconvenience. It can have a direct impact on a customer's finances and confidence in their bank.

What has been equally frustrating is the lack of proper acknowledgement of my complaints. I should not have to repeatedly chase a major financial issue simply to get someone to recognise the problem and provide a meaningful response.

I expect Halifax to take responsibility, properly investigate what happened, explain why the incorrect amount was taken, correct any financial impact, and address the complaints that I have already raised.

Very poor experience. I would not expect this level of treatment from a bank handling something as important as a mortgage.

Halifax needs to understand that customers should not have to fight this hard to get a straightforward financial error properly acknowledged and investigated.

Awful. Was my first bank and I try to avoid using it as much as possible. I prefer Monzo if anything. Why is it like trying to disarm a bomb just to log in to my own account. It’s extremely slow and badly set out too. Worst bank ever. Logs me out randomly then doesn’t let me log back in. Useless!!

Since transitioning to Lloyds the app is worse than useless. Unable to add app to other devices ( states I do not have accounts with them). Customer service useless. Ask to speak to manager. Request denied

Dreadful bank with little care for its customers and quite unbelievably bad customer service that puts customer needs last, if at all.

Absolutely terrible customer service. Dont expect a response, they don’t care. Massive avoid.

I have come to the conclusion that Halifax has zero interest in its customers. I have been a customer for 30 odd years and was summarily informed that my credit cards were being changed to Visa from Mastercard . No consultation, just a decision made by fat bankers. I am then summarily informed that my bank account is changing to Lloyds and the Halifax brand is being phased out and I will need to switch to the Lloyds banking app. No consultation, no discussion. Again fat corporate bankers and managers thinking their customers’ opinions are unimportant. Since I was having to make some changes, I thought why not just change to a bank of my choice? So I switched to Nationwide who pay you a dividend of £175 for switching. Now I had a current account with Halifax in substantial credit, two credit cards, and I have previously had a large loan with them. ANY organisation that took its customers seriously would have contacted a customer like me and asked why I was switching , what could they do to stop that, and try to sell me Lloyds as a brand. Not so much as a letter, email, or call! Utterly appalling disregard. I strongly recommend others to boycott both Halifax and Lloyds!

Awful.

I cannot wait to close this outdated account as soon as they allow me to move my OWN money.

Hours wasted trying to get through to fraud team in India!!!!

What happened?! This was 90% my go-to credit card for decades - mainly because the service (picking up calls, solving issues straight away) and international friendly. Now it is hours on hold on the phone, transfers to ‘a department that can help’ and hours on hold. For days/weeks/months this. My app won’t let me raise a payment dispute as it says my personal details need to be correct, even though they are completely correct and have been for years. I’ve tried using the ‘24/7’ chat help, but Ravi didn’t address my query, then Joy just gave some more phone numbers (that won’t pick up) and when I try to start a new chat it brings me back to the one I started 2.5hrs ago and no one is answering me for nearly an hour. So what’s left? To let go of a bank that was my staple for decades I guess.

Dreadful experience doing the mandatory transfer to the Lloyd's app. Was told, "It's very simple, only takes a few clicks and you won't need your password or memorable information". I was being sent round in circles asking for verification, being unsuccessful getting through to the Lloyd's app. Messaged the helpline chat, followed all their advice to the letter, nothing worked. Was advised to delete and reinstall the app. Same thing happened, sent round in circles. Now I've been locked out! I can't even get in touch to ask for help! Plus I'm told their systems are both working perfectly. Meanwhile I've lost a whole day and it's still not resolved. Very angry!

Over 30 minutes holding after giving security information to usual bank style robotic process. Only after 5 minutes do they tell you how long delays are. Refuse to put me through to a senior ops manager or similar when told I still cannot do change of address over the phone despite passing a second security question! Are you Barclays in disguise?

This Bank used to be my favourite of all banks.
Lately, they have slipped into disarray and very difficult and annoying to deal with.
I tried to transfer money into another account in the uk to be faced with a decline and was asked to call fraud line. I did call the fraud line and went through security measures and everything confirmed positive. They asked if i am happy to proceed with the transaction, which i said i am happy that whom i am sending to is genuine.
Then they started to ask if i know the person and how I know him and how many years we were friends !
I felt that it was too intrusive on my private life and that they have no right to go down that road.
I refuse to continue with the conversation with the operator and demanded to speak to his manager, after several attempts to get him to put me
through to his manager, he put me on hold, took a break and came back to tell me that his manager is not available. Then he froze my account and asked me to go to a branch to verify myself ! Knowing that i am genuine and have just passed through his security questions.
I had to go to a branch the next day and verified myself successfully.
I have lost any confidence in the ability of this bank to act professionally, and I am seriously thinking of leaving to another more professional institution.
I have been with the halifax for over 40 years.
Very very disappointed with Halifax.

Really bad customer service, and got over charged on interest. Was told their computer system is correct and it has worked it out correctly when I did calculations and believed it was incorrect. Will be cancelling the card asap and not being a customer with them.

The Halifax staff and service received from them due to a Bereavement has been excellent.They treated me with respect and were very professional and helpful and kind. It made this difficult situation so much easier.I would highly recommend the Halifax.They have amazing customer service.

After banking with Halifax for 18 years, they have closed my accounts. No warning. No access to money. I am working away and am stranded. Thank you all so much.

Absolutely disgusting service from Gigi this evening which have caused health detriments. Since Lloyds has merged with Halifax it’s been horrific. Instead of Halifax getting a specialised number regarding fraud landline that they text customers with they are instead using a number that had been reported as a scam number. After banking with Halifax for over 45 years he had enough of horrific service. Gigi spitefully and wilfully caused my account to not be accessible forcing me to go into branch simply because she didn’t like me explaining the imposed confusion upon customers by using numbers that have been listed as scam calls on the internet. Gigi and then Louise would not even confirm that the number was attributed to Halifax that text me to inform me of possible or fraud causing me ill health confusion and a removal of my rights. I understood at all times that Gigi had on purposely shut down my account out of spite as it was in her inflection and voice and I told her not to mistreat me as disabled customer but she continued to and refused to offer any information that was NON related to my account. My questions were simply about the text process and to explain what had happened and to find out in generic terms which numbers Halifax use to outreach to customers. I asked to speak to a manager and Gigi refused and I called back and spoke to Louise who also refused to offer me generic information unrelated to my specific account just so that my anxiety and heart condition wouldn’t be caused further harm by the lack of customer service by Gigi and Louise and again I was refused a manager and refused information NOT related to my bank account I spent the evening being spoken down to humiliated degraded bombarxed with aggression and spite by Gigi and affirmed by Louise her colleague when I have been banking with Halifax for 4 decades and I’m in the right. To add injury and further harm I was spoken to as though I was the problem when in fact I am someone accessing services I PAY for. I’m beyond distressed and in physical pain. I finally spoke to Gemma Gorman who was diligent allowed me to finish my examination and provided me with the generic process which should be accessible to all. It’s irresponsible of Halifax to allow people to speak to customers with aggression with laissez faire attitudes who happily discriminate against disabled customers and wilfully do so. This has been my experience today from the fraud department the calls took place between 7pm and 8pm I was refused a manager to listen back to the calls and refused generic process information and have been victim of bullying by Halifax fraud team members Gigi and Louise this evening. I am going to request the Ombudsman intervene at the removal of my rights and the bullying that I suffered during both calls. To think I’m a customer who had banked with Halifax for over 42 years and has over 4 accounts and my husband also has two accounts and my children do. I absolutely recommend people bank elsewhere. The merger has left customers with lack of information and being victims to disgruntled staff who forget who they are meant to be upholding people’s financial rights and also some level of service that is reminiscent of basic civility. Disgusted and physically sick by Gigi and Louise they ought to learn some basic civility from their colleague Gemma Gorman who was able to provide me with the genetic information and was able to clarify the confusion imposed upon me as a customer by the lack of robust safeguarding to customers when dealing with potential scamming issues.

You should add the "zero star" option too. Very disappointing experience with Halifax. After waiting around 10 minutes to get through, I then spent another 20 minutes going through security checks. When I asked the first agent to wait while I checked some transaction details, he eventually responded after I repeatedly said “hello” and then hung up on me.

I had to call again and repeat the entire process, only to be told after another 20 minutes that my account was blocked. Now they’re telling me I need to visit a local branch to get it unblocked. The ridiculous part is that I’m currently on holiday, so my money is effectively stuck and I can’t access or transfer it when I need it.

This is not the first time I’ve experienced poor service from Halifax. Extremely frustrating, time-consuming and completely unacceptable customer service from a bank that is supposed to give you reliable access to your own money.

Called Halifax credit card customer service or lack of it
After getting passed the non human happy female voice after 5 minutes with her, then she tells me it will be another 30 minutes before I can speak to a human, while my life ebs away waiting unbelievable, ,& now they are saying your going over to Lloyds bank ,& I don't think customer service will get any better,if not much worse,
I think it's time to leave to a bank with good or great customer service, not one they don't invest in customers service & keep you waiting for over 30 minutes ,unbelievable,,🤬🤬

Had to use the message facility to query an unexpected small credit on my account. Over the next 1.5 hours we went backwards and forwards and got nowhere. They didn't read the information I was adding and basically had no idea what to do. What a total farce. All, you want to do is speak to someone, these legacy banks are so far behind Starling, Monzo and Chase in how they quickly deal with customer issues. 0/10