Am I being thick or is the Halifax fraud department useless
Discussion
I discovered today that someone has got hold of my card details sometime in the last week and has been using it to make multiple claims to a couple of insurance companies. Apart from some incredibly poor customer service, with the attitude seemingly being 'its the customer's fault' there seem to be several glaringly obvious security flaws to me.
1. Surely, there's some system that detects unusual transaction patterns within the bank? I understand the Halifax is particularly inept when it comes to, well, banking but to have over ten transactions with one insurance company's details on it surely would arouse some suspicion?
2. The insurance company would become suspicious if multiple transactions using the same card were completed? Its not as if people insure ten cars on the trot...
3. Seemingly, not only have I lost the use of my card which is minor inconvenience but it then took me half an hour to log back on as they locked me out of my online banking!
4. Is there any point in contacting the insurance company to raise my concerns or will I receive similar poor customer service Halifax Bank stylee.
Anyway, I'm down £2.5k through no fault of my own and seemingly I may have to wait weeks to get 'my' money back.
I make that...
Fraudsters 1 - Bank 0. Customer -2500.
1. Surely, there's some system that detects unusual transaction patterns within the bank? I understand the Halifax is particularly inept when it comes to, well, banking but to have over ten transactions with one insurance company's details on it surely would arouse some suspicion?
2. The insurance company would become suspicious if multiple transactions using the same card were completed? Its not as if people insure ten cars on the trot...
3. Seemingly, not only have I lost the use of my card which is minor inconvenience but it then took me half an hour to log back on as they locked me out of my online banking!
4. Is there any point in contacting the insurance company to raise my concerns or will I receive similar poor customer service Halifax Bank stylee.
Anyway, I'm down £2.5k through no fault of my own and seemingly I may have to wait weeks to get 'my' money back.
I make that...
Fraudsters 1 - Bank 0. Customer -2500.
Halifax do seem weak in this area, I had a card stolen, two 500 quid withdrawls over the counter, from two adjacent branches within an hour, no PIN required, then another 300 an hour later 500 miels away and they didnt notice. No CCTV looking at the cashier desk.
They sorted it out reasonably easily, took about 2 weeks.
We left Halifax as a result, when I was explaining why, the lady said, "we're not a bank, we're a building society" I said "that's odd, your advertising a current account"
Hopeless shower. RBS have been brilliant.
They sorted it out reasonably easily, took about 2 weeks.
We left Halifax as a result, when I was explaining why, the lady said, "we're not a bank, we're a building society" I said "that's odd, your advertising a current account"
Hopeless shower. RBS have been brilliant.
Having spoken to Yes Insurance who seemingly don't think its odd to having ten transactions using the same card within a 48 hour period I'd advise people to be extremely careful using any of BISL Ltd's online systems. Like the Halifax - security seems lax.
When I was asked by the bod on the phone 'do you have any Asian friends?' I started to wonder if its just me thinking this was shambolic but when I pressed him to speak to someone in their fraud department (probably don't have one) I was told that 'they're not trained to speak to customers'...
Deep breath...If any of my team treated a customer like that it would be straight into HR for a discussion on training requirements.
When I was asked by the bod on the phone 'do you have any Asian friends?' I started to wonder if its just me thinking this was shambolic but when I pressed him to speak to someone in their fraud department (probably don't have one) I was told that 'they're not trained to speak to customers'...
Deep breath...If any of my team treated a customer like that it would be straight into HR for a discussion on training requirements.
Halifax are s
t.
I don't bank with them myself, I had an account in my mum's name when I was made bankrupt. I used this account in one local branch and most times when I would go in, the cashier would question the name on the card, I'd explain my situation and talk about coming back to open a bank account of my own.
I never got around to opening my own bank account before my Mum died. The day after she died I was paying in some money and enquired about an appointment to open my own account as mum had now passed on. From this point on my dad no longer had any banking priveleges! From my word (no paperwork and no way they could identify me as I was not an official account holder) they froze all accounts with my mums name on them! My dad had no cards that could work, no way to pay for the funeral, no way to pay the bills as the account was frozen.
I used to be a personal banker for Barclays and there is no way I would freeze someone's account when a stranger mentioned that they had died. Legally you have to inform your bank within a reasonable time period, there is no need to freeze all accounts less than 24hrs after someone has expired. We were going to present a certificate of death (which we didn't even have yet!) about a week or so after she dies so as to tie up all loose ends eaiser, this is a totally legitimate practice.
I would urge anyone banking with Halifax to think carefully about this, they told us that it is perfectly fine to take somebodies word that a customer has died, even if they donm't know who is telling them and they have no certificate of death.
t.I don't bank with them myself, I had an account in my mum's name when I was made bankrupt. I used this account in one local branch and most times when I would go in, the cashier would question the name on the card, I'd explain my situation and talk about coming back to open a bank account of my own.
I never got around to opening my own bank account before my Mum died. The day after she died I was paying in some money and enquired about an appointment to open my own account as mum had now passed on. From this point on my dad no longer had any banking priveleges! From my word (no paperwork and no way they could identify me as I was not an official account holder) they froze all accounts with my mums name on them! My dad had no cards that could work, no way to pay for the funeral, no way to pay the bills as the account was frozen.
I used to be a personal banker for Barclays and there is no way I would freeze someone's account when a stranger mentioned that they had died. Legally you have to inform your bank within a reasonable time period, there is no need to freeze all accounts less than 24hrs after someone has expired. We were going to present a certificate of death (which we didn't even have yet!) about a week or so after she dies so as to tie up all loose ends eaiser, this is a totally legitimate practice.
I would urge anyone banking with Halifax to think carefully about this, they told us that it is perfectly fine to take somebodies word that a customer has died, even if they donm't know who is telling them and they have no certificate of death.
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