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Halifax, total breach of DPA!

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  • Halifax, total breach of DPA!

    my name is puff, and I have dyscalcula.

    It's like dyslexia, but with numbers.

    I recently had a ding dong with Halifax about their total inablity to help a customer with problems like mine, they want you to enter a 6 digit security code every time I speak to them, with my issues I see 6's as 9's, 3's as 8 occasionally and have to use special software at work, give me a password and I will remember it for ages, numbers and you are wasting your time.

    please allow me to share with you the email I sent them, personal details of course withheld

    Dear Mr Nicholson,


    I would like to bring to your attention the appalling service you are providing your customers who have issues like dyslexia and dyscalcula.


    I have the latter, and have been given a 6 digit security code to use in conjunction with my easy cash account, my problem being that I see 9s s 6s and vice versa, so a number is of no use to me. I have tried to use your internet banking, which to my mind is the most user unfriendly application I have ever used, and sucsessfully set up 2 standing orders.. the wrong way round!


    Today, 4.9.2013, I have spent a total of 3 hours on the phone to various departments attempting to sort this out, even resorting to asking to have a password on the account which I am told, despite my obvious problems, I cannot have. I do no see the issue with having a password at all, it would make a lot of people with the same condition as me very happy.


    Your staff's attitude to this is, I can't do it, let me transfer you and pin the blame on someone else, which is frankly appalling, I have at present been on hold to this particular person Jo Brown - online helpdesk Leeds. for approx 15 mins without her returning to the call at all. She also suggested that a change of bank would be an idea for me and that it was "up to you" if I wrote to you or not. This is not my idea of good customer services to put it mildly.


    The request I have is very simple,. I need two standing orders set up, one to my ISA for £20 and one for £100 to my local council, I have obviously tried to set these up myself, but even with assistance from my husband I have the standing orders coming from my ISA to the accounts, I have managed to get this wrong.
    When you ask for help you are put through to multiple departments who then put you back through to the department you have just spoken to as they "can't help you".


    I am incredibly dissatisfied with this, as I am having to go in to Barnsley (7 miles each way) for a proceedure that will take 5 mins by phone


    Yours
    Me.

    ----------------------------

    this was sent to David Nicholson, the CEO of Halifax after being on the phone for 3 hours.. yes 3 HOURS!!

    Imagine my horror when this morning I found this...

    Hi Puff

    I am not from the Halifax, but in fact I am a customer, very disappointed and concerned customer of the Halifax. Your bank has sent me a copy of an email complaint that you sent them on the 4 September 2013.
    Why did they do this? I have no idea but it confirms that they are not competent in managing your or my details. I have escalated this to Halifax and requested that they make contact with you. The response that I received was a very weak and insincere sorry this was an error.

    I feel it is my duty to inform you that this has happened. I am not sure what action you would like to take, but I can tell you that I will be sharing this mistake with the FOS as well as other interested online journalist institutions. If the Halifax was more forthcoming in trying to resolve this I would have given them the benefit of the dought and taken no further action.

    If you would like to contact me to discuss this as this is not a joke or a scam my number is xxxxxxxxxxxxxx (number provided)

    Yours Sincerely


    and then

    Puff,

    For clarity I made the Halifax aware that there had been a breach in your data at 9.30am. After me calling Halifax and demanding that something be done I received a call back from a senior manager at about 3.30pm.
    This means that the Halifax knew about this breach of your data protection for at least 6hours.

    I as a customer I am very concerned that our data is being miss managed. You will no dought get a call from Halifax apologising for this breach.

    I wish you all the best of luck with dealing with Halifax in regards your complaint. I have escalated this to the FOS and the information commission.

    Kind Regards
    Tags: None

  • #2
    Re: Halifax, total breach of DPA!

    Appalling
    Puff ALL banks treat customers with contempt.
    I was with Halifax but they suddenly closed the local "agency" which meant a round trip of 24 miles.
    The group as a whole has been high handed and slow in dealing with complaints.
    I hope you can get sorted.
    xxx
    Never give up, Never surrender.

    Comment


    • #3
      Re: Halifax, total breach of DPA!

      "It is ok Mrs Puff the bank account number wasnt on it, and yes hes not the person you emailled but hes a colleuge!"

      ARE THEY TAKING THE PEE???

      Ive just asked, what if it was a 14 year old with a playboy addiction? or a person addicted to gambling?

      they seem to think this is fine, but the inital complaint was that they would not let me in to my bank fully as i have "Low Security"

      now its not his problem as its executive complaints.. help me here guys, give me ammo!!

      Comment


      • #4
        Re: Halifax, total breach of DPA!

        How much higher can you go?
        ICO seem a waste of space.
        Never give up, Never surrender.

        Comment


        • #5
          Re: Halifax, total breach of DPA!

          It's a clear breach of sensitive info, Puff.

          LBA time?
          CAVEAT LECTOR

          This is only my opinion - "Opinions are made to be changed --or how is truth to be got at?" (Byron)

          You and I do not see things as they are. We see things as we are.
          Cohen, Herb


          There is danger when a man throws his tongue into high gear before he
          gets his brain a-going.
          Phelps, C. C.


          "They couldn't hit an elephant at this distance!"
          The last words of John Sedgwick

          Comment


          • #6
            Re: Halifax, total breach of DPA!

            Apoogies for the length of this post, but this is the ENTIRE email.. personal details omitted

            Hi Ms Puff

            I am not from the Halifax, but in fact I am a customer, very disappointed and concerned customer of the Halifax. Your bank has sent me a copy of an email complaint that you sent them on the 4 September 2013.
            Why did they do this? I have no idea but it confirms that they are not competent in managing your or my details. I have escalated this to Halifax and requested that they make contact with you. The response that I received was a very weak and insincere sorry this was an error.

            I feel it is my duty to inform you that this has happened. I am not sure what action you would like to take, but I can tell you that I will be sharing this mistake with the FOS as well as other interested online journalist institutions. If the Halifax was more forthcoming in trying to resolve this I would have given them the benefit of the dought and taken no further action.

            If you would like to contact me to discuss this as this is not a joke or a scam my number is 07808509520.

            Yours Sincerely

            Neil Thomas
            From: Rose, Tracey (Customer Services)
            Sent: Wednesday, September 04, 2013 14:48
            To: Haigh, Richard (Customer Services)
            Cc: Mills, Helen (Customer Services); Wilson, Sarah (Customer Services); Gildea, Jeanette (Customer Services); Thomas, Neil
            Subject: URGENT EXEC COMPLAINT XXXXXXXXXXXX
            Importance: High




            Hi Richard. Pls could you deal with the below complaint received via exec. The case is currently under Neil Thomas's o/ship, but nothing actioned as yet apart from a couple of call attempts, so unsure whether you want to leave with Neil, or one of your team to take o./ship of. Thanks.


            Tracy A Rose
            Operations Support
            Customer Services
            0845 601 1366 ID No 1581322
            EMAIL ADDRESS PROVIDED AND OMITTED.
            FL: Andy Carroll FLM: Sarah Whipp




            From: Group Executive Complaints
            Sent: 04 September 2013 13:57
            To: $Customer Relations - Exec Office
            Subject: Rose J

            Please see attached a complaint that Mr Nicholson has received from the above.

            Please can you arrange for yourself or one of your team to respond on our behalf. I have not acknowledged the complaint directly from this office.

            If you need to hand the complaint off to another person/team please can you inform this office so that our records are kept up to date.

            Kind regards,


            Sabina Akhter
            GroupExecutive and Media Complaints

            Lloyds Banking Group | 6th Floor | 25 Gresham Street | London | EC2V 7HN | T:XXXXXXXXXXXXXXXXXX


            From: Cawthra, Kay (Retail Distribution)
            Sent: 04 September 2013 13:52
            To: Group Executive Complaints
            Subject: FW: Re Account Number , Account Numberxxxxxx SORT: xxxxxx,



            Please action. Not acknowledged from David.
            Thanks
            Kay


            From: Puff
            Sent: 04 September 2013 12:57
            To: Nicholson, David (Executive)
            Subject: Re Account Number , Account Numberxxxxxxx SORT: xxxxxxxxxx

            Re. Account Number , Account Numberxxxxxxxx SORTxxxxxx, Account Number




            My Name
            My Address
            My details




            PLEASE REPLY VIA EMAIL OR LETTER.



            Dear Mr Nicholson,



            I would like to bring to your attention the appalling service you are providing your customers who have issues like dyslexia and dyscalcula.



            I have the latter, and have been given a 6 digit security code to use in conjunction with my easy cash account, my problem being that I see 9s s 6s and vice versa, so a number is of no use to me. I have tried to use your internet banking, which to my mind is the most user unfriendly application I have ever used, and sucsessfully set up 2 standing orders.. the wrong way round!



            Today, 4.9.2013, I have spent a total of 3 hours on the phone to various departments attempting to sort this out, even resorting to asking to have a password on the account which I am told, despite my obvious problems, I cannot have. I do no see the issue with having a password at all, it would make a lot of people with the same condition as me very happy.



            Your staff's attitude to this is, I can't do it, let me transfer you and pin the blame on someone else, which is frankly appalling, I have at present been on hold to this particular person Jo Brown - online helpdesk Leeds. for approx 15 mins without her returning to the call at all. She also suggested that a change of bank would be an idea for me and that it was "up to you" if I wrote to you or not. This is not my idea of good customer services to put it mildly.



            The request I have is very simple,. I need two standing orders set up, one to my ISA for £20 and one for £100 to my local council, I have obviously tried to set these up myself, but even with assistance from my husband I have the standing orders coming from my ISA to the accounts, I have managed to get this wrong.

            When you ask for help you are put through to multiple departments who then put you back through to the department you have just spoken to as they "can't help you".



            I am incredibly dissatisfied with this, as I am having to go in to Barnsley (7 miles each way) for a proceedure that will take 5 mins by phone



            Yours



            J Rose





            Comment


            • #7
              Re: Halifax, total breach of DPA!

              Originally posted by charitynjw View Post
              It's a clear breach of sensitive info, Puff.

              LBA time?
              LBA??

              Comment


              • #8
                Re: Halifax, total breach of DPA!

                LBA=Letter before Action babes

                Now listen........calm down.....hyperPuff babbles.....CalmPuff doesn't......and this serious stuff xxxxxxxxxxx

                Comment


                • #9
                  Re: Halifax, total breach of DPA!

                  im in tears nik.. what if he had been a gambler ??
                  or an arms dealer??

                  Comment


                  • #10
                    Re: Halifax, total breach of DPA!

                    If he were an arms dealer you might be living near here in a big mansion bet he don't bank with Halifax as Inca says calm down they will probable try to dismiss it as an isolated human error then you can attack
                    Last edited by wales01man; 6th September 2013, 08:29:AM. Reason: misstake

                    Comment


                    • #11
                      Re: Halifax, total breach of DPA!

                      But he isn't..........use all your anger (controlled of course) against Halifax xxx

                      Comment


                      • #12
                        Re: Halifax, total breach of DPA!

                        FOS were incredible!

                        Complaint registered with them, and he is absolutely LIVID!!

                        Comment


                        • #13
                          Re: Halifax, total breach of DPA!

                          Originally posted by Hurricane Puffrose View Post
                          FOS were incredible!

                          Complaint registered with them, and he is absolutely LIVID!!
                          See? It'll be ok x

                          Comment


                          • #14
                            Re: Halifax, total breach of DPA!

                            Stop press!

                            BEAGLE BITES BANKER'S BUM!

                            CAVEAT LECTOR

                            This is only my opinion - "Opinions are made to be changed --or how is truth to be got at?" (Byron)

                            You and I do not see things as they are. We see things as we are.
                            Cohen, Herb


                            There is danger when a man throws his tongue into high gear before he
                            gets his brain a-going.
                            Phelps, C. C.


                            "They couldn't hit an elephant at this distance!"
                            The last words of John Sedgwick

                            Comment


                            • #15
                              Re: Halifax, total breach of DPA!

                              Dear Mrs Puff,
                              Thank you so much for your time speaking with me this morning. Please accept my sincere apologies once more for all the distress and inconvenience we've caused you.
                              As agreed and as our way of saying sorry for all the trouble caused and to cover your recent out-of-pocket expenses, I would like to give you a payment of £350. As promised, I will write to you, to cover in detail, my assurances and the points we discussed and to formalise the Bank's offer.

                              Kind regards


                              What do you reckon Beagles?

                              The reason for this balls up?

                              Tracey Rose was sending an email via Microsoft office, and it autopopulated the box?!?!?!?!

                              WTF????

                              I went down the guys throat sideways!!!


                              they are aware I am getting advice with regards to this.

                              Comment

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