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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
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
xxxxxx, Account Number
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