Halifax Head Office, CEO Email and UK Complaints

On Friday, 4/6/2021 I call your main office on 03457203040 and talked with  Mr.Peter, for withdraw of￡5000, He then rang to the Northend Halifax Branch, and after talking with them, he told me to go to the branch on Tuesday 8/6/2021, with my ID.  So, I went to the Northend Halifax Branch, there were only two counters open, I went to No.1, and I presented my cheque to be deposited and I told the lady, I have ordered ￡5000. had rang to your main office, she told me to put my card  in to the scanner, and I put my numbers in, due to covid 19 health and safety I asked the counter lady why she is not wearing a mask, she showed me a badge which was lying on the side of the table then she wore it and told me that she has been exempted also I explained her that I have high blood pressure, and am a vulnerable person with walking problem and with mask I cannot breathe easily. Then she asked me for my ID and I gave her my driving license, and also she gave me a withdrawer slip to signed in and I signed and gave it to her and also she gave a me leaflet called “It is easy to become a victim of fraud” to read it, which had four pages, both side to read, and it has got over ninety 90 sentences in the back side part and on the front side it has more than fifty 50, sentences with a tiny writings, which were impossible to read it with in 5 five minutes for an any reasonable person who are well English language speaker. After doing it, then she said there are more question to be answered, she asked me about more than 7 to 8 question and last one she said why I wanted money for, I answered it was to be paid to family and friends whom I owe them. On the counter No. 3 about more than 6 to 7 customers were already served, I was standing and with my walking crutches I was so tired, stressful, short of breath and my legs were paining. I had already told her that I have a high blood pressure and a disable person she was purposely making me suffer so I told her that I am tired and need to sit, and asked her why I am being asked so many question for more than about 15 to 20 minutes and I asked why there is No notice about this, if it is part of your law, then I should not be asked the question in an open space, I should have been taken in a private place to answer your question to safe guard myself, if any unreasonable person in a queue would know that I am withdrawing big amount so I am being asked and if I go out I may be attacked.   
Then Mr. Luke came and he told me that he is a manager, I told him I ‘m tired standing, he pulled the chair which is completely lower than the counter desk, and his mask was not properly worn because it was underneath his nose, so I request him please can you put the mask over the nose, it came out and again and he lift it up, and he was standing very close to me so I told him please can you move back and keep a distance, so he became angry and told the counter lady to cancel my transaction, it was very rude of him. I was abiding the government’s Covid19 Pandemic rules, order and legislation to keep distance, and safe guarding  myself  as well as his health and safety, this can be seen in their  cctv footage. I did not use any abuse or bad, words nor was causing any trouble, I was just trying to explain the situation and due to precaution of health and safety. 
Then another manager Debbie Yorke came to the Flavia’s inside counter, and they cancelled my transaction and my cheque for deposit was also return to me I was not served, I didnot know why. Being a manager, she never ever asked me any questions nor listened to me nor were we called in privacy to solve the matter. Being a manager, she has a duty of care according to the Mezzanine duty and Quince care duty to listen to both sides, I had been at the counter for more than about 15 to 20 minutes, answering all the relevant questions still I was not given my money. If the transaction was cancelled by their power  without  considering the customers rights and their liabilities and duty of then why my signed withdrawer slip was not given back to me or torn in front of me, I have not witnessed it,  maybe  it has been saved for other reasons, how can I trust them because they failed their liabilities and duty of care to tear my signed withdrawer slip in front of me.   
Later I called your office for a complaint and was answer by the lady and she told me that she has forwarded to the complaint department and the director will call me. And  also, I asked the lady, about the withdrawal and she told me that “Croydon branch are refusing to give you money and are saying that I should go to  another  branch. I told her that they know that, in Croydon there is only one branch which is North End, and all are closed and I asked her can I withdraw ￡2000 allowed amount she said yes. But when I tried to withdraw the allowed amount ￡2000 from the same lady Flavia’s counter, she went to Luke to ask him about the withdrawal and they refuse to give me any money from the counter. 
I am a disable person banking for the past over 30 years and have never been with any problems with any staff. 
On 8/6/2021 I have been in the bank for about 3 to 4 hours, and it was  very inconvenience, distress and loss I suffered as a result of being directly affected by your Halifax Bank’ staff, have acted and omitted to act, including complaints procedures: 
a) mistakes and lack of care; 
b) unreasonable delay; 
c) unprofessional behavior; 
d) bias; and 
e) lack of integrity. 
And  also,  according to the Macdonald v North of Scotland Bank 1942  sc  369. states that the banker owes a number of duties to their customers, including duty to  encase, drawn on the account while in credit or within the agreed limit and the duty to maintain confidentiality 

Today I got a call from another Branch manager from the same branch, Mr. Deepak, but I requested him my case or complain to be forwarded to the, higher authorized officer in charge.
I have also email Mr. James_Crosby@halifax.co.uk, but did not get reply yet. Hope it is right email after having so much trouble to complain about harassment for own money.

 

I have been trying to contact CEO James Crosby, the email is invalid, James_Crosby@halifax.co.uk
It has been 1 year , I have tried to Transfer $21M in Funds, I have paid required fees, and now am told the Fees were not sent to Head Office , but misappropriated, by Mr Benjamin Heywood, to whom they were sent, this was bought to my attention by Mrs Chantel Smith, Halifax Bank.
This has been a dreadful experience, these funds have sat in my Non Resident Account for nearly 1 year as I am trying to resolve this, now I am told by Mrs Chantel Smith, to pay £1000 , to release these funds, I have already PAID !!!!!
Now I cannot get the correct email for the CEO.
ANYONE WHO CAN HELP PLEASE

I am disgusted with the terrible online experience today trying to unlock a debit card which wasnot notified to me that this was being down and so trying to sign and pay for a contract was denied me. I am incandescent with rage as I write as I cannot understand why you are happy to continue delivering such appalling service. 1 hour 8 minutes I waited and then it closed down. I need my card tomorrow and wish for someone to contact me if this is ever read! I know I am just a small nobody in your obviously vast huge business and would rather deal with those with vast amounts of money but honestly if we don’t matter why not say so on your wretched phone on line ‘please go away we don’t care as I am rich and you are not and so up yours!’ you get my drift.

Dear Sir,

I would like to bring to your attention the appalling level of service experienced at the Walton on Thames Halifax branch today 22/11/2021 and require a response and apology.

Today I visited the Walton on Thames Halifax branch with my wife and 91 year old mother (who is extremely deaf and does not have internet access) to see if she could modify the existing ISA account to an account that support a cash card. The assistant/cashier who we were directed to was extremely unhelpful, rude, and judgemental.
The cashier could not action the request in branch and stated if any changes to this account is required we would have to travel to the Kingston branch instead.

I would like to know what is the point of having a branch that does not open on a Saturday, and cannot open accounts in branch ? What a waste of time….

At this stage we chose to close this account and were forced to take the trade elsewhere.

The cashier then changed her attitude and became very judgemental and quite honestly I felt was rude. She commented on our actions, and was unhelpful.

I am absolutely appalled at this poor level of customer service, and am surprised Halifax can continue to maintain its customer base, and more so how can they expect to gain new customers when this is how the branch’s operate.

Due to this shocking experience I will be avoiding Halifax, and absolutely not recommend this bank to anyone.

Terrible experience left me without access to my account by stopping my Visa card even though sufficient funds are in my account.as an 82 year old disabled pensioner I couldn’t get a food order on line for Christmas and new year, customer service advisor was terrible I was distraught she told me I was aggressive and hung up on me.

Good morning

I am contacting you as your complaints handler Claire has been unable or willing to try and resolve my issues.

I would like to speak directly to you before I take things further. I do not want this handled by the complaints department I wish this to be dealt with st a higher level.

I will let you look at the notes over the next 2 days and look forward to hearing from you to discuss my mothers policy. She is 79 years old, in the vulnerable category and very distressed by this whole situation.

My number is 07900382423

Regards

Alison Flynn

Dear CEO’s

I have tried sending to Mr Crosby at the email listed at Halifax and it bounced back email unknown???

I am sure you will never read this letter, and it will be handled by your executive customer service associates, but on the off chance that you may here goes.

Firstly, due to my mom being taken in to hospital and now not doing so well, I find myself in a position that I am sure has happened to many. I need to take care of paying the bills for my moms property and day to day stuff toiletries etc for my mom. Easy you may think

I am based in Minnesota USA, and still have my Halifax accounts.. my cards have expired and to be honest, I was going to change the address and order new cards a while ago, but life got in the way, and up to now I haven’t had an issue with paying for goods and services with my USA cards until recently. I then thought I should get my cards active again to assist in paying the bills and heavens forbid anything happens to my mom where I can continue to pay for the house while in probate..

The steps I have taken so far.

Tried changing the address on the mobile app.. it direst you to call the 0113 phone number. I did this and after 40 excruciating minutes on hold (all I saw was $$ bills just being wasted) I was told they couldn’t do it over the phone I had to call from the app. I asked for a manager, I was again put on hold and then cut off..

I called through the app.. it asked for the security number on my card.. I don’t have a card, it then went through the online banking pass word with me.. I held for another 40 minutes. This time to be told I hadn’t come through the mobile app, I assured them I did, to which I was told no I couldn’t have done as I wasn’t verified and it didn’t show that I came through the app.. Very frustrating and unhelpful.

I started to send messages through messenger that was even slower than your phone lines..

I got to the end of my tether.. and gave up..

I called the next day on the app, 50 minute wait.. I called at a different time, surely the whole of the uk is not calling the Halifax at the same time???? Again went through the same issues, this time the young lady told me I had to speak to internet banking, and it was a 5 minute wait, 1hour and 25 minutes later I spoke to Paul, he was at least very helpful, told me it was due to my phone number not being correctly formatted in your systems, 40 minutes later and he told me it was fixed and to give it a try, call through the app.. I did and was told it was a hour wait. I just couldn’t deal with waiting another hour..

I called again today, through the app, fingers crossed for a short wait 🤣🤣🤣 50
Minutes later I was told I wasn’t calling through the mobile app, nothing he could do, I could complain, but that wouldn’t change anything. I asked for a manager, nope none left they all went home.. all he could suggest is I write to you (21st century) or he could put in on hold to speak to internet banking, but the wait was over a hour..

I get the need for security, I welcome it, but when I log into my accounts from my pc, your system calls my mobile number for the 4 digits. I can give you my memorable password, so what more do you need??

I am eager to learn why this seems to be the new level of service from the Halifax. I look forward to your very detailed response to why you treat your customers in such a fashion..

I need to change my address and have new cards sent to me urgently. This is beyond a joke. I am not looking forward to receiving my mobile phone bill this month..

I look forward to a reply either of you.

Can I fax or email my change of address?

I am writing with positive feedback for one of your staff I only know as Emma, who dealt with an insurance issue I had on Saturday morning around 0930 April 22. Maybe you can track her with the timing of the call.
I live abroad and have various issues with UK entities, particularly since Brexit but Emma was extremely helpful, friendly and diligent and everything was resolved.
I just wanted to pass on my thanks and to make sure she receives proper recognition as good staff are important to any organisation.
Sadly your websites only seem to have emails for complaints and not for general feedback, which is why I’m writing to you directly.
Best regards and thanks again to Emma

Took my mother of 95 who is bright as a button, to a prearranged meeting at Southend on sea essex branch , to transfer some money from a Halifax account into a Halifax bond . She doesn’t have a driving licence or a passport anymore .
So she produced her bus pass with her picture on it , plus a current Barclays statement plus current utility bill .
Not good enough to prove her identity, Halifax wanted a letter from DWP , to prove her identity.
I’m a retired london businessman , Iv never seen such incompetence and stupidity from staff who don’t know what day it is.
We weren’t withdrawing any money , just moving it to another Halifax product.
A complete waste of time dealing with idiots.
I hope head office read this , doubt you have the guts to reply.

Sadly I had to send an email to the CEO James Crosby today regarding a complaint with a bank transfer. The email was not delivered so obviously incorrect. Please advise correct email address. I imagine from what I have read on this site so far you have probably closed down the email. This however does not resolve the difficulties your customers are having with poor service and inappropriate comments by your staff. Please respond soonest.