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illonavamp

Halifax Online Customer Support - giving out wildly inaccurate advice

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Mornin caggers,

 

I thought you might like to know that I recent had cause to call Halifax about their "new and improved" web site - and the advice they gave me was so wildly ridiculous I just had to let everyone know in case they ever called them:

 

I have banked with Halifax for several years and always use their online website to pay bills, view balance etc. Never had any problem at all.

 

We'd had notice for several months that Halifax were about to "improve" their online banking web site and finally this new and improved version went live recently.

 

The first time I logged in to it, it took over 30 seconds to get to each screen until, when actually clicking "submit" to pay a bill, the screen "hung" - leaving the little hourglass there for over three minutes.

 

So I thought I'd call them and let them know that - in case other customers had complained and there was some kind of problem they were in the process of fixing (which is actually my trade, I test software and web sites for errors and bugs).

 

On calling and explaining to them my problem,the lady I spoke to duplicated my transaction on her screen and she said "well it's fine here, it must be you". I tried to explain (without telling her I do this for a living, I know how that would go down) that the web site on her "in-house" computer would naturally be quicker for her because she didn't have to "go through the 'front door' like all the customers do. So she put me on hold to refer my query to her manager. (and all the while my transaction hourglass was still sitting there)

 

When she came back to me she said

 

"You've got a virus on your computer, you need to take it to a computer repair shop and get it repaired as your account has been broken into" :!:

 

My flast was absolutely gabbered at this conclusion. When I explained to her that I couldn't possibly have "a virus" she said "Yes, you definately do, we've told other customers that they have viruses - thats exactly what happens" - :???: I was even more shocked.

 

I feel compelled to convey to everyone that this advice is WRONG. Had I not been in the industry for 15 years I might well have pulled the plug out of the wall, taken my computer to a shop, possibly lost saved memories and paid out hundreds of pounds for a repair that was absolutely unnecessary.

 

I appreciate that there aren't droves of people doing this - but I think the moral of the story is - banking personnel know about banking, don't take any other advice from them at face value.

 

I'm glad she wasn't a marriage counsellor.:roll:

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