Halifax has issued an update after customer reports of payments through online shopping site Amazon being blocked. The bank clarified how its payment restrictions work and what support is available.
The issue came to light after a customer contacted the banking provider over social media. They said their purchase had been “declined” for an item through Amazon.
They 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 responded with some guidance. The group 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.”
But the frustrated shopper said they had already done this twice but hadn’t managed to sort the issue. 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 apologised for the customer’s ordeal and advised them to call up the bank about the issue on 0345 720 3040 so the team could look into the matter. The customer then asked if they could visit a branch to get help.
Specialist help
In response, the group said: “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 spoke out to clarify its rules after a question from someone whose bank card was expiring at the end of June. They wanted to know when their new card would arrive in the post.
Halifax said in response: “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 asked if they would need to activate the contactless feature for the new card. In reply, Halifax told 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 need to do one payment using Chip and PIN, for the contactless feature to be activated.