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halifaxicon Easycash card account-anything BUT easy.

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After being declined at my local PO on Saturday after trying to use my card to pay for PO services I was mystified.I KNEW there was money there.
Decided to walk round to the local branch in the town centre.Now with these accounts you cant use customer service desks or even the counter-they have a little area in a corner with a telephone.
There was a queue of around 5 others waiting so I tagged on the end.
30 minutes later phone was free.
After going through all the prompts and entering account number and sort code-I get through to an adviser.She said can I have your password I said which password ? she said for telephone banking services.I said I didnt use cthis for 3 years I cant remember she said-sorry your access has been restricted-you need to reset your password take 2 forms of ID to customer desk there.
She said passport will do.
I said-do you think I carry passport around-this is England not Moscow....
So off I went back home for passport and copy of a water bill.
Returned to branch.Telephone busy again-waited another 20 minutes.
Went through menu again-woman said ok can you ask a staff member to come to phone ?
I looked around and see all staff dealing with others-so have to join queue in customer service desk to ask someone to come to phone.
Eventually someone came-checked

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  1. MARTIN3030's Avatar
    Id and then passed it down phone.
    Ok said woman-now will pass you onto another adviser to reset your password.
    Waited 2 minutes then phone went dead.
    So tried to call again press 1 enter account details etc.
    Auto message came-sorry your account access has been suspended wait for an advisor.....after another 5 minutes came advisor.
    She said password please
    I said thats the reason I am calling-you are supposed to give that to me !!
    She said you will need to show ID in branch.
    I said I did that 10 minutes ago.....she said can you ask a staff member to come to phone ?
    I couldnt believe it...and neither could same woman ...she said sorry about this.....
    Ha Ha...not as sorry as I was for bothering to go in.
    It was now 90 minutes and I still was no sooner to speaking to anyone.
    Meantime I glanced around and there were 4 counter cashiers free and also customer service desk-yet here I was being unable to go near there just to get a simple answer.

    Anyway I get through finally and have security reset.
    You will need this for next time you call us she said.I told I wouldnt be doing it in a hurry-online banking is ok until you need to speak to a human-and even then its a nightmare.
    Turns out that a supplier I did a recent transaction with using card over phone has duplicated the debit.
    One payment has gone through and shows so on statement.
    They need to ask them to cancel it.
    They gave fax number and authorisation code.
    So all weekend was unable to withdraw any money.
    theres 200 frozen on account of a request for 255.87
    Effectively they cant pay it and so cant charge me for being overdrawn.
    I know they wont be so fast to release it-they will say-ohh we havent had the request yet.
    Now they KNOW we are not able to check THEIR systems.

    I nhave emailed the company who made the error and said I will be claiming any additional costs from themIf I need to borrow any money I will also be handing them the bill.
    So I know they will sort this quickly......I hope more quickly than Halifax were to look into the questions.

    This easycash account is a joke.

    The advisor even had the nerve to ask if I had considered a current account and other couldnt make it up..
  2. loopinlouie's Avatar
    Goodness mess things up and then try to flog products, typical bank xx
  3. MARTIN3030's Avatar
    Yep since then I have had even more problems.
    I tried to do a transaction with an overseas business.
    First transaction ok.
    Later same day I did another,this time on checkout trolley it came up as card declined.
    I tried another 2 times-same again.
    Decided to try a UK company-card declined again.
    In morning called Halifax card banking services-after navigating all security finally got through to an advisor.
    He put me on hold for 15 mins then came back-he said your card was blocked as security measure because you tried to make a seconf transaction to Ukraine.
    I said it was legit.
    He said ok card will be unblocked.
    Balance looked ok I knew what I had as you do.
    Day or 2 later tried to buy something online.
    Said no available funds yet showed good balance.
    Called them again-after 15 mins get through and do checks.
    Guy says you are actually overdrawn.
    I said thats impossible.
    He said will send statements.
    I went through all pending transactions and worked out the real balance.
    Called again...erm what is this amount for xxxx ?
    You have 4 transactions going through they told for Ukraine airlines.
    I said Noooo its only one.
    I said card was declined.So no booking made.
    They said sorry-you will need to contact airline and ask them to cancel requests.
    After an hour trying to call airline with no joy,decided to email them explaining situ.
    They actually replied after 1 hour..No sir our systems show only 1 booking no more.If you did not get a conf email then no further bookings have been made.
    Phoned Halifax again...another 30 minutes.
    Was getting pretty frustrated by this point but did keep calm,
    Told them I had already called 3 times.
    Ok dont worry we will cancel the requests.
    But if the airline come back later requesting payment-you will be liable.
    I said how can they come back later and request anything since no transactions were completed ?

    Thought it was sorted till next day.

    Account again showed no available funds yet balance was ok.
    By this time was getting really cheesed off.
    Another 30 minutes and they sorted it.
    Next day was in town and tried to withdraw some moneyfrom ATM.
    Said no available funds.
    Went straight to Halifax branch and queued for 25 minutes to use the phone there.
    Gets through and have to explain all again.
    Turns out another pending transaction which I said was not even completed.
    After 15 minutes in which she said she was consulting with manager,she said ok its sorted now we are very sorry.
    I checked my talk talk online account and saw that the calls had added more than a fiver to my bill.
    That is actually representing 25 of my total call charges costs for all of November.!!
    Best of it is -when you look at your account online theres no trace of the errors-they juggle things to lose any trace.
    Even transactions are out of sync.

    So if you do a transaction online and your card fails to go through-dont try to do it again.
    Seems even if it fails-Halifax release an authorisation code.
    This can take you overdrawn.
    I am going to be taking this up with the regs-not before writing to BOS demanding a refund of my call charges.
  4. ArtisanUK's Avatar
    At least Halifax didn't have a full inbox, thereby preventing you from contacting them. 8-)
  5. iwannawinlotto's Avatar
    really feel for you on this one, absolutly infuriating !
    i would definatly try and take it up with the branch manager, Take a print of this story and take it in to see the manager squirm-at least that should give you some comfort.
  6. iwannawinlotto's Avatar
    Quote Originally Posted by iwannawinlotto
    really feel for you on this one, absolutly infuriating !
    i would definatly try and take it up with the branch manager, Take a print of this story and take it in to see the manager squirm-at least that should give you some comfort.
    just realised how old this post is. Must of got it sorted out by now!

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