A customer had asked for help from Halifax but had apparently got nowhere
Halifax has provided an update following complaints about transactions through online retailer Amazon being rejected. The bank explained how its payment security rules work and what assistance is on offer.
The problem emerged after a customer reached out to the banking institution over social media. They reported their purchase had been “declined” for an item on Amazon. They explained: “I contacted Halifax and they said a security block is on the account, but there has been no fraudulent payments. I have checked my account online and nothing has come out that shouldn’t have. How do I remove this block?”
Halifax replied with some advice. The group explained: “A security block is a precaution to keep your money safe. To remove it, log in to your mobile banking app and message us (Search ‘Message us 24/7’). A colleague will assist you.”
Customer frustration
However, the exasperated customer said they had already attempted this twice without resolving the problem. They commented: “They said they can’t help me, they keep mentioning fraud, but there has not been any fraudulent purchases or anything taken from my account.”
Halifax apologised for the customer’s experience and suggested they call the bank regarding the situation on 0345 720 3040, so the team could investigate the matter. The customer then enquired whether they could pop into a branch to receive support.
In response, the group said: “You’re welcome to visit your local branch and the team there will be happy to help. In some cases, security blocks do need to be removed by a specialist team, so you can also call the number shared above, and my colleagues on call will be able to assist you.”
This comes after the bank recently clarified its procedures following an enquiry from someone whose bank card was due to expire at the end of June. They wanted to know when their replacement card would be delivered in the post.
Bank card rules explained
Halifax responded: “Your replacement card is usually sent out in advance and should arrive within five working days, although it may sometimes arrive closer to your current card’s expiry date. You should receive your new replacement card before your old one expires.”
The customer also asked whether they would need to activate the contactless function for the new card. In reply, Halifax informed the customer: “You’ll just need to activate your new card first before you can use contactless payments.
“Once it’s activated, you can use it as normal, including contactless.” When you receive a new bank card, you need to complete one payment using Chip and PIN for the contactless function to be activated.
