A customer had asked for help from Halifax but had apparently got nowhere
Halifax has spoken out after reports of payments made through online retailer Amazon being blocked. The bank has explained how its payment restrictions work and what assistance is on offer.
The matter emerged after a customer reached out to the banking provider via social media. They said their purchase had been “declined” for an item on Amazon. The unhappy shopper said: “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 guidance.
The bank said: “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.”
However, the exasperated customer said they had already attempted this twice, but had not been able to resolve the problem. They said: “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 helpline
Halifax apologised for the customer’s experience and said they could telephone the bank on 0345 720 3040, so the team could investigate the situation further. The customer then asked whether they could visit a branch for assistance.
In response, the organisation stated: “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.”
The bank also recently clarified its procedures after an enquiry from a customer whose bank card was due to expire at the end of June. They wanted to know when their replacement card would arrive.
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 enquired whether they would need to activate the contactless function for the new card. 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 get a new bank card, you typically have to make one payment using Chip and PIN before you can use the contactless function.
