You may need to provide some extra information to Halifax
Halifax has provided some clarity about its account rules and customer refunds. The banking group issued the clarification after an enquiry from a customer.
The individual asked the bank over social media: “I’ve got a refund to my credit card. How do I move that into my current account?” Halifax replied to clarify how the refund would be handled. The group said in response: “If your credit card has a credit balance, it’ll first reduce what you owe. Any remaining credit can be refunded to your current account.” Halifax also informed the customer they could send a message through the Halifax app or via online banking for more assistance.
Information on the Halifax website states that you may be able to get a refund if you challenge a payment made from your credit card or debit card. Under Section 75 of the Consumer Credit Act 1974, if you make a payment using a credit card, both the provider or retailer and Halifax may be equally liable if something goes wrong.
The Halifax website states: “For example, if the item or service is faulty, doesn’t arrive or isn’t as described, you may be able to claim a refund from either the business or retailer or from Halifax.” Financial expert Martin Lewis frequently uses the memorable acronym ‘SAD FART’ to summarise the circumstances where you may challenge a payment for a product under consumer law.
This stands for a product not being satisfactory, as described, faulty or if it hasn’t lasted for a reasonable length of time.
Extra details to provide
Halifax advises that if you choose to dispute a payment using your Section 75 rights, you’ll need to provide these details:
- A written summary of your case to date
- A copy of your contract, invoice and/or terms and conditions
- A copy of any additional transactions made to the business or retailer that weren’t made on your credit card
- In some cases, Halifax will also request photographic evidence and/or warranties. This is another method for the bank to gather as much information as possible about the transaction.
Halifax states in its guidance that it aims to resolve any payment dispute claims “within five working days”.
