Halifax customers have been alerted after a 24/7 fraud case resulted in a customer suffering a “massive loss” on their account that could not be intercepted in time. The worried customer sought help via Twitter and expressed frustration with the service, reports Birmingham Live.
The message read: “They advertise 24 hour fraud assistance, but when we have an urgent fraud case all lines are closed. How do we actually get through to someone who can help us?” Halifax representative Donna then assured us: “Hi Russell, I’m Donna. Thank you for getting in touch. Our fraud team is available 24/7. Direct phone numbers can be found on our website at the link below.”
Donna continued, “I hope this helps.” However, the situation escalated when the customer responded, “We tried this number and 13 other numbers on your website and they are all closed. Can you please give us a number that is actually open 24 hours?”
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To clarify, Halifax replied, “Do you need to contact the fraud department about a checking account? ^Donna.” Russell replied, “Yes. Urgent. There is a massive loss on the account and we spoke to someone yesterday who said they noticed the transaction, but tonight the money was taken out of the account.”
In an attempt to offer a solution, Halifax said: “We’re sorry you didn’t get through. Please try 0800 500 3996 or, if you have the app, you can do the following: Go to ‘Support’. Select ‘More contact options’. Select ‘Your accounts’. Select the relevant account and then click ‘Call us’. ^Libby”.
Halifax has posted a statement on its website saying: “You must tell us if money has been taken from your account or you are concerned that a payment you have made was fraudulent. Or if someone knows your online banking password or other important information, or has asked you for it, has used your online banking account without your consent and has forced you to transfer their money into your account.”
The bank also instructs its customers: “Call us at any time on 0800 500 3914 or +44 1132 888 408 from outside the UK.”
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