Written on: 22/11/2011 by R Tate (4 reviews written)
I opened an online regular savings account for my daughter shortly after she was born expecting the account to require minimal maintenance on my part. However I have had to make more phone calls and do more legwork than I have for any other account/mortgage/credit card etc that I posess. You have to go into the branch to complete the account setup which is a bit of a faff but not a deal breaker and for a few months I paid into the account no problems. Then one day out of the blue I received a message from my own bank to say the Halifax had refused the payment. I called them and they apologised, it was entirely their error but they couldn't fix it over the phone, I had to go into the bank to get the block removed on the account. I went into the branch and after half an hour trawling through the system the lady their finally managed to remove it, however by this time we had gone past the end of the month so the interest earned on the account would drop to pretty much nothing as a result of the non-payment for that month. She asked that I arrange two payments that month and she'd send a message to the call centre to ask them to back date one of the payments so that when the interest gets paid my daughter doesn't lose out. All of which I did. She further asked that I call the call centre the following month to confirm that it had been actioned which I have just done. Yes they had received the message but as it was not something they could do over the phone they marked the message read to confirm read but not actioned and then ignored it. They want me to go to the branch again and when the branch tell me they can't fix the problem I should pick up the free phone to the call centre and have them speak to the manager directly. WTF!?!?!?! I also had to wait half an hour on the phone to be told that because they weren't able to call me back as it is only an inbound call centre. Appalling customer service.