Halifax horror as fraudsters steal 'massive' amount but customer can't report incident
They tried phoning up many times but all the lines were closed.
A Halifax customer reached out to the bank desparate for help as fraudsters had stolen a large amount of cash from their account.
They contacted the bank over X after struggling to get through on the phones. They asked: "You advertise 24 hour fraud support but then when faced with an urgent case of fraud the lines are all closed. How do we actually speak to someone that will help?"
The bank assured them they had a fraud team on hand 24/7 to help with queries, directing them to the 'Contact us about fraud' page on their website.
But the customer said they had already tried this route. They said: "We have tried that number and 13 other numbers on your website and all are closed. Please could you share a number that is actually manned 24 hours?"
The bank then asked if they needed help with an issue regarding a current account.
The worried customer replied: "Urgently. It is a massive loss on the account and we spoke to someone yesterday who said they had caught the transaction but tonight the funds have left the account."
The bank offered them two other ways to get in touch. They representative said: "Sorry you have not been able to get through.
"Please try 0800 500 3996 or if you have the app you can: Go to 'Support' Select 'Other contact options' Select 'Your accounts' Select the relevant account and then click on 'Call us'."
Another customer got in touch as they were having problems getting through to report an incident of fraud.
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They fumed over X: "I cannot believe that I cannot report a fraudulent transaction after the hours of 8pm! You advertise to call straight away and lines are open 24 hours.
"How stressful to have to wait until focus hours. Disgraceful! I shall be moving my business elsewhere!"
A representative of the bank told them they could call the fraud team 24/7 on 0800 500 3996.
The customer protested: "Incorrect please check your facts when giving details this number will tell you it’s not Bank of Scotland and give you another number which is shut until 8am."
The support team assured them this was the right way to get in touch. They said: "This is the correct contact details for our Fraud team.
"When the automated system asks you a question, please state the word 'Fraud'. This will help you get in touch with a member of our Fraud team."
The customer replied again to say they had made some progress. They said: "Thank you I have managed to get through - this is not the number advertised on the app. Thank you once again for your swift response."
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