I was in a state of deep gloom as I entered as the purpose of my visit was to pay a hefty credit card bill.
The initial impression of the branch is cleanliness.
Checked out the automatic glass doors on entry as I have been programmed to do after numerous market research tasks I have performed in recent weeks. Doors clean, yes, check. Carpet clean, yes, check. Bins emptied, yes, check. No litter lying on the floor, yes, check. Excellent.
Look at the queue. Horrendous, curling almost back to the doors.
Its bad enough having to pay my damned bill but it adds insult to injury to have to queue for the privilege.
Halifax advices to use the ATMs wherever possible
to enable you to make your transaction speedily and avoid unnecessary waiting.
So I approach the machine, of which there are two inside the branch - a further hole in the wall is situated outside - and proceed, very reluctantly to key in the necessary ID to enable me to pay my bill. I like to do my bit to contribute to the efficient running of the branch, so I wont clog up the ever lengthening queue and will do it all by myself without involving a real person.
After my card and corresponding ID are accepted, I am asked what I want to do. I can deposit, withdraw, request a statement or pay bills.
I select the bill payment option. I'm asked again if this is what I want to do and I press "yes".
I'm then asked to select from a previously programmed list, which bill I want to pay.
I select Halifax Visa. So far so good. I'm then asked to key in the amount to be paid, which I do, whilst wiping a tear from my eye. The machine then totally ignores me and doesn't do anything.
I repeat process and this time it asks me if I would like a receipt of the transaction, which I confirm I do. Then I wait and wait and ....
Now I begin to worry. No receipt. I've attempted to complete the transaction twice. Have I actually duplicated the payment, which will leave me penniless? Has it been paid at all? Problems, problems.
Only option now is to go to the reception desk to ask advice.
There are only two people in front of me in the queue and the lady manning the desk is a picture of efficiency. She's immaculately made up and her uniform is neatly pressed and flawless.
The leader of the queue is despatched quickly which leaves me one away from salvation.
The lady in front wants to see someone to discuss ISAs. She's not really bothered about doing so this very second, if not convenient and an appointment for a future date will suffice.
Terrific, I'm one away from the solution to my problem and praising myself on being so sensible as to use the machine even with this slight hitch.
The receptionist beams at customer No. 1 and says she will check when an appointment will become available.
She strode off purposely and by now another three people had joined the queue.
Ten minutes later I am still number 2 and she hasn't reappeared. I look around in desperation for a buzzer to lean for annoyance value, but no such luck.
Five minutes more and a new receptionist appears, telling us that the original one had an appointment and she was taking over.
She too disappears for a further five minutes and reappears beaming, with appointment duly made for the ISA lady.
Hurray, its me.
I'm now seriously peeved and voice my moans about believing using the machine was meant to make the transaction more speedy. "Oh does it", she says.
Well, obviously not dear, now that I've spent all this time waiting for you.
A quick twiddle with the computer and she confirms my bill has been paid - once - and the machine must have run out of paper to print the receipt. So that's alright then, isn't it? I ask can I have a recept now please and she looks at me as if I have beamed down from another planet. I feel like Oliver asking for more, what a nerve I have.
At last I leave many, many, many minutes later, clutching my receipt to my now heaving chest.
So Halifax, please get your act together and get some staff that not only look the part, but manage to act it efficiently too.
How helpful would this review be to a person making a buying decision? Rating guidelines
Advantages: Efficient online service, friendly and helpful staff on phone and in branches, good interest rates Disadvantages: Automated phone service a bit of a pain, some services not available over bank counter
chinnyli 31.12.2002 ·
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Ciao members have rated this review on average: very helpful
Review of Halifax
Advantages: Extremely good interest rates payable monthly. Excellent on-line banking facilities, Easy to understand monthly statements Disadvantages: They don't seem to have got their administration act together
maggs1939 04.06.2001 ·
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Ciao members have rated this review on average: very helpful
Review of Halifax
Mar 29th, 2003
very helpful by (96%):
helpful by (4%):
