Big provider, but service not great (Halifax)

Member Name: Linnyg

Product:	Halifax
Date:	09/07/09 (51 review reads)
Rating:

Advantages: Rates were competitive at the time

Disadvantages: Customer service incompetent and long winded

We had a mortgage with Halifax since we first bought our flat in 2003, as they were offering the most competitive deal at the time. When our initial lock in period was over we went to see them and found that even though they were no longer that competitive it wasn't worthwhile switching as the relatively low level of mortagage debt meant that exit fees would cancel out any saving from better rates.

I was not impressed with the advisor we saw. Maybe she was having a bad day but she seemed undynamic and uninterested as well as not very competent. She didn't seem to know her products very well and had trouble using the computer system, although I, having watched what she was doing throughout the appointment, was able to suggest a way that would solve the problem.

We also had a terrible time trying to get them to stop sending us junk mail and trying to get them to correct my name on all correspondence. I tried writing letters and phone calls but in the end I had to visit the branch twice, take in my marriage certificate, which they originally said they would have to send away, but in the end they decided just photcopying it would be ok. My husband had to visit the branch separately as they would not take my word for it that he no longer wanted to receive junk mail either.

Summary: Service might not be that important compared to rates