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Halifax wont let me cancel card


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I disputed some transactions that I did not make last week. I was refunded for some but not all..waited a few days then gave them a ring today about it as I assume if the refund didnt come, then those transactions are not being investigated. I am more concerned about getting to the bottom of this tbh than about the refund.


Anyway, when I disputed the transactions I asked for a new debit card to be sent, which I was told it would be.


The suspicious transactions have since continued, so they clearly have not cancelled my old debit card. I have no money left in the account now and plan on it staying that way until they can tell me whats going on..just a bit worried that these payments will end up makking me overdrawn..


Anyway, today I rang the bank to ask about both my debit card and the disputes. Went through security and such only to be told that they couldnt discuss anything on the phone with me until I go into the bank with my ID. I have absolutely no idea why this is as I have never had a problem before. I cannot get to the bank until next wednesday (health reasons)


MY question is..can they really refuse to issue me a new debit card and cancel the old one when fraudulent transactions are currently going on on my account?! Surely they will be at fault if the transactions do end up making me overdrawn? I am really really annoyed right now..have put in a complaint using their online form but dont expect to get a call back

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If this were me I would be making an immediate formal complaint to the banks Head office - they generally have 8 weeks in which to investigate a complaint. However as this is a matter of security and someone spending on your card then I would say it is imperative they do something swiftly. Have you actually spoken to the Bank's Fraud section ?

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Yes but they reckon its not a fraud case as I entered my own details onto the site in question, which is why I was referred to disputes. Have tried another twice to ring and apparently my account is locked now until I produce ID in branch.

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