I was initially very satisfied with the Amazon credit card, which is administered by Halifax of whom I had no prior experience as a bank. I frequently buy books and sometimes household items on Amazon's website, so it was an incentive to earn loyalty points when using their own credit card.
As time went on, I found that the rate of interest on this card was lower than that of most other credit cards, so I began to use it more and more for balance transfers. My situation doesn't always allow me to pay off my credit cards in full, as I am struggling to pay a mortgage singlehandedly and have an income that fluctuates considerably. Even after cutting out holidays and visits to the hairdresser, there are still dental bills and house maintenance costs that cannot be avoided or skimped on.
One day several months
ago I rang up the Amazon credit card's customer services and enquired as to whether or not I was able to make a balance transfer. I did not have sufficient allowance remaining on my card to do so, but as a consolation I was told that the APR on my then current and future balances would be reduced to 9.5% . I thought this was an extremely helpful gesture, and at that point in time I would have awarded five stars to this credit card.
Things continued to run smoothly with my card for a time, and my credit limit was increased in recognition of the fact that I had 'managed my account well'. On 24th April 200. I once again telephoned customer services to see if I could make a further balance transfer from a card with a considerably higher rate of interest. The answer was yes, for a maximum amount of approximately £363. I said £360 would be enough, and the transfer was approved.
My first shock came about one week later, when I received a letter from Halifax dated 27th April stating that my credit limit had been reduced by £200. I wondered at the time what would happen about the balance transfer, but assumed it would be carried out since it had been approved. I was horrified when on 4th May I received another letter stating that I had exceeded my credit limit by £167.49. The tone of the letter shocked me: I had to make a full payment immediately, my credit facilities had been withdrawn, and I was not to try to use my credit card as it would be rejected. Was this my fault?
I immediately rang the retail collections department, who had sent that particular letter. I explained exactly what had happened, and stated that I would not have requested a balance transfer had I known that my credit limit was going to be reduced. I felt that someone should have phoned me on 27th April to adivse me of the situation and tell me that the balance transfer could not be carried out. The member of staff was fortunately very polite and understanding; I think he realised that I was not knowingly at fault and had been put in a difficult situation.
He then looked at the details of my account and told me that I had in fact exceeded my credit limit by only £87.49, so the information in the letter was inaccurate. He was not in a position to reverse the decision to reduce my credit limit, so he advised me to make an immediate payment by debit card covering the £87.49 plus one month's interest. I went ahead and did this. He also advised me in future not to go to close to my credit limit when making balance transfers to avoid a repeat of this problem, although I assured him that I would have been more cautious in future having once been through that experience.
The way this situation was handled by Halifax has made me think of them in a very different light, and I shall indeed be wary of the way I use my card in future. I have awarded three stars on the basis on their competitive APR and also for the calm and understanding way in which the member of staff spoke to me when I telephoned to explain the problem. But those other two stars have gone because of the heavy-handed way I was made to feel that I was irresponsible in the way in which I had used my card.
I am updating this review and now only awarding two stars. A couple of weeks later I received another letter from Halifax informing me that my credit card would not be renewed when it expired in July because of my recent 'unsatisfactory conduct' concerning the management of my account. I consider that to be a blatant insult. I telephoned Halifax and was given a verbal apology when I recounted everything that had happened. I said thank you, but that I wanted a written apology. Of course I did not get one - just another letter telling me once again that my card would not be renewed. To be frank, I don't want it any more.
The week before last I was applying for a new mortgage and the financial adviser initially suggested one from Halifax. I said that under no circumstances would I consider it. I have had a mortgage for six and a half years now and have never once been in arrears, so Halifax have missed out on a potential customer there.
I would possibly recommend this credit card to those who are able to pay off their balance in full each month, but would advise others in a similar situation to mine to be extremely cautious. Halifax should have recognised that they were at fault in approving a balance transfer and then applying a reduction to my credit limit so quickly. Either they should have cancelled the balance transfer, or they should have given notice of the reduction in my credit limit. But to accuse me of unsatisfactory conduct: sorry Halifax, I find YOUR conduct to be unsatisfactory.
How helpful would this review be to a person making a buying decision? Rating guidelines
Great review! What disgusting treatment of a customer! Won't be using Halifax anytime soon! Bad customer service seems to happen quite often plus they have appaling adverts!! lol Emxx
kirkytracy 30.11.2007 22:00
ive got a haifax card, hope they dont do that to me!
May 11th, 2007
(Jun 15th, 2007)
exceptional by (1%):
very helpful by (97%):
helpful by (2%):
