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Hi all J
I'm looking for some advice. I recently had problems with my Digital Banking (usually how I manage my money) so had to call Halifax's telephone banking. I entered in all my details on the keypad then was put through to an advisor who had more security questions. She got to a question about a credit in my account. I could see there was a transfer I made from one account to another but also a cheque had cleared that day, so I asked her which it was she required. I have cognition difficulties due to ME so I was really confused by this question. But the advisor was no use and told me she couldn't help me, and then repeated to ask the same question over and over and over again, even though she could hear me getting upset (crying) and frustrated. I didn't understand what she wanted from me. I felt inferior, stupid and to be frank, discriminated against by them because of my cognition difficulties.
Their suggestion for a "reasonable adjustment" is to set up a telephone banking security number - but to do so requires me to go through security questions like the previous time! I took the case to the Financial Ombudsman and the lady there thoroughly understand how I felt, but told me they couldn't dictate security procedures to them. I just wondered what I should do next if anything? I feel really frustrated as the lady at the Executive Office is being of no help and refuses to look at my case again because it's been to Ombudsman. So I'm left with no way of using telephone banking unless I want a repeat of last time! Her advice was to "have a statement of account in front of me" - I did that last time and asked for clarity and it caused this whole mess. ANy advice you could give would be fantastic. Thank you.
I'm looking for some advice. I recently had problems with my Digital Banking (usually how I manage my money) so had to call Halifax's telephone banking. I entered in all my details on the keypad then was put through to an advisor who had more security questions. She got to a question about a credit in my account. I could see there was a transfer I made from one account to another but also a cheque had cleared that day, so I asked her which it was she required. I have cognition difficulties due to ME so I was really confused by this question. But the advisor was no use and told me she couldn't help me, and then repeated to ask the same question over and over and over again, even though she could hear me getting upset (crying) and frustrated. I didn't understand what she wanted from me. I felt inferior, stupid and to be frank, discriminated against by them because of my cognition difficulties.
Their suggestion for a "reasonable adjustment" is to set up a telephone banking security number - but to do so requires me to go through security questions like the previous time! I took the case to the Financial Ombudsman and the lady there thoroughly understand how I felt, but told me they couldn't dictate security procedures to them. I just wondered what I should do next if anything? I feel really frustrated as the lady at the Executive Office is being of no help and refuses to look at my case again because it's been to Ombudsman. So I'm left with no way of using telephone banking unless I want a repeat of last time! Her advice was to "have a statement of account in front of me" - I did that last time and asked for clarity and it caused this whole mess. ANy advice you could give would be fantastic. Thank you.
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