Questions Of Cash: 'Halifax admits it let you down on ISA transfer'
Saturday 23 October 2010
Q. I had nearly £22,000 in an ISA, paying 3 per cent with the Halifax. This came to the end of its one-year fixed term in June and reverted to 0.5 per cent. I opened a new ISA with the Halifax, with an interest rate of 2.6 per cent. I sent a transfer request to put the original ISA into the new ISA Direct Reward. After a month, the money was still in the old ISA, running at 0.5 per cent, so I went into a branch and transferred it. I was assured that this had happened. But when I checked my ISA online six weeks later, I found the money had been transferred instead into a Liquid Gold account paying a paltry 0.05 per cent. How can they change my ISA into a tax-paying account anyhow? I have complained, but heard nothing. PE, Suffolk
A. Halifax accepts that it let you down, saying it could, and should, have transferred your money into the new ISA "without any difficulty". It has now opened the correct ISA for you, transferred your funds into this account, re-established the tax-exempt status of the account and credited your due interest.
It has also sent you a cheque for £50, recognising that "the service we provided was less than you should have expected".
Q. I booked a flight from Cartagena in Colombia to Fort Lauderdale, USA, with Spirit Airlines, but I was not allowed to board. I had to apply online for an Esta (Electronic System for Travel Authorization) upon arrival at the airport. Even though I arrived in plenty of time, Spirit closed the check-in desk more than an hour before the flight departed and would not reopen it. I had to book a very expensive alternative flight to get me to the Miami area instead. Spirit will not refund me for the flight I was not allowed to board, nor will they compensate me for the alternative flight I had to book. RS, by email.
A. Spirit says that when you attempted to check in for the flight at the airport, you did not have the necessary travel documents – the Esta form required for foreigners making a connection in the US. By the time you returned, the flight had closed. It refuses to accept any responsibility for this, saying that it was your duty to ensure you had the correct documentation prior to check-in.
Q. I have received a bill that includes ludicrous charges for mobile phone internet use on an "unlimited data package". My phone was configured by the Carphone Warehouse, in such a way that it was constantly connected to the internet, even when I had it switched off. In one week, I had, unaware of the situation, used up my allowance and consumed an extra 103MB, at a charge of £1 per MB. This generated a bill of approximately £126 for one week of internet use. I only found out through my calls being barred, once I had reached that debt level. BK, by email.
A. It would seem that, for some reason, your internet connection was not halted when you pressed the phone's "Off" button. The Carphone Warehouse says that this can sometimes happen, depending on the model of handset used, and that it is important that consumers carefully read their handset manuals. But the CPW accepts that you do not believe you were given the correct data-usage information that you needed. The CPW is therefore offering to write off 90 per cent of the data-access element of the debt, leaving you with a charge to pay of £48.75. It believes that this would be a reasonable amount for you to pay, given that its records show "heavy streaming usage on the phone" while it was in your possession. As you have now returned the handset within the contract cancellation period, there would be no further charges. The CPW says that consumers cannot expect instantly to receive warnings of high charges for internet use, as these can take several days to process. However, it is working on adopting new systems that will provide real-time warnings.
Q. We have had problems with TalkTalk, our broadband provider. We were originally with Tiscali, which was taken over by TalkTalk. It persuaded us, reluctantly, to sign a new package with TalkTalk, which it charged for but failed to provide. We have complained repeatedly, without success, and have now decided to leave the service – but we want a refund for the payments we made for the service we did not receive. We must have sent 50 emails, without reply. We were eventually promised a £40 ex gratia payment as an apology, but this never arrived as it was provided as a credit on an account that is now closed. But to make matters worse, we have now received a bill for another £6.50. EG, Nottinghamshire.
A. TalkTalk has now refunded all charges levied in error and has sent you a payment for the promised £40.
Q. For several years I have had an Egg Money MasterCard and an Egg Visa card. I attempted to use the MasterCard to buy a guitar for my son's birthday. The transaction was declined, to my embarrassment. Egg told me that my card was cancelled last year, although the details still show clearly on my internet banking page and there is nothing to say that the card is no longer valid. There is even a credit balance shown. Egg claims that it wrote to me in August 2009 to say that the account would be cancelled if not used within a month. This was despite the fact that a new card with a starting date of August 2009 had just been sent to me. I have no recollection of receiving a letter saying that the account was about to be closed. When I asked to have the card renewed, I was told to apply for a new card. NS, London.
A. Egg confirms that it wrote to you in August last year, pointing out that you had not used this card for 13 months. It automatically advises customers who have cards that have not been used for 13 months "to protect customers' security and guard against any potential fraud". You were told that you needed to use the card in the next month to keep the account open and the card valid. This warning was issued despite you being issued with a new card at around this time. You could still view your account online because of the credit balance – which was less than £1. Egg apologises for the embarrassment caused to you, but believes it has acted correctly.
Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@ independent.co.uk.
Switching your current account? Pick one that reflects the way you run your finances
Buyers beware of new-build home headaches
Simon Read: 'BT Sport wants us to be couch potatoes on charges'
The most expensive cities in the world 2015
Payday lender Cash Genie forced to repay £20m to ripped-off customers
- 1 Kate Winslet thanked 'particularly horrible' girl who bullied her at school after Titanic success
- 2 Australia to impose 24-hour curfew on all cats to protect endangered species
- 3 Black and ethnic minority people twice as likely to be hit by Tory cuts than white people, report finds
- 4 Walter Palmer: Cecil the lion killer revealed to be American dentist
- 5 What TripAdvisor users think of 16 of the world's most popular landmarks
Labour leadership contender Jeremy Corbyn says 'we can learn a great deal from Karl Marx'
Yvette Cooper: Our choice is years of Tory rule under Jeremy Corbyn – or a return to a Labour government
The last thing Labour needs is a leader like Jeremy Corbyn who people want to vote for
I am the Jeremy Corbyn supporter that many will tell you doesn't exist
Public anger after French sunbather beaten up by gang for wearing a bikini in Reims park
Labour leadership: New poll shows party is now even 'less electable' than under Ed Miliband
iJobs Money & Business
£45 - £55k DOE: Guru Careers: A Financial Controller is required to join a suc...
£12500 - £20000 per annum: Recruitment Genius: Scotland's leading life insuran...
£22500 - £24500 per annum: Recruitment Genius: Inbound and outbound calls with...
£18000 - £40000 per annum: Recruitment Genius: This fast growing Insurance Bro...
Day In a Page
With five bedrooms, this spacious home offers beautiful gardens and modern interiors - set within the popular market town of Bingley.
A few miles from the seaside at Perranporth, this four-bedroom farmhouse sits amongst nine acres of idyllic grounds - including a lake and two barns used as holiday lets.
In the pretty market town of Bungay, this grade II-listed Mill House is arranged over four floors, offering four bedrooms and three reception areas.
This first-floor flat comes with two bedrooms, an impressive open-plan reception room and two lovely roof terraces.
This five-bedroom home comes with a range of outbuildings including a large barn which could be converted into a self-contained granny-flat or rental.
Moored at Taggs Island and reached via a pretty garden, this two-bedroom houseboat has a vaulted reception room and skylit garden studio - currently a beauty salon.
On the edge of the city, this six-bedroom home comes with an outdoor swimming pool and a large garage block that has annexe potential.
A contemporary house spread over three storeys, this three-bedroom detached home has large sliding doors that open out to the River Quaggy.
Moored in Chelsea's Cheyne Walk, this houseboat offers two double bedrooms and a teak deck that's ideal for al-fresco dining.
This former village bakery, dating back to the 17th century, is now a three-bedroom detached home just a few miles from the East Sussex coast.
On the picturesque Isle of Man, this four-bedroom character home has a ground-floor shop that's currently run as a newsagents and a flat that would make an ideal holiday let.
In a new collection of flats, this first-floor two-bedroom apartment offers ample entertaining space and a prime view of Furze Green from a private balcony.
This three-bedroom stone-built cottage currently trades as the village store with a restaurant in the annexe and family accommodation on the upper floors.
Previously two semi-detached properties, this five-bedroom home is spread over three floors with a large breakfast kitchen, orangery, office and gym on the second floor.
This five-bedroom home enjoys countryside views over the Blyth estuary to Southwold, offering flexible living space with a ground-floor annexe - ideal for use as a holiday let.
Close to the market town of Eye, this four-bedroom detached home offers a double-height living room which takes the place of the original, 19th-century, chapel nave.
Dating back to the 19th century, this four-bedroom home needs modernising. Spanning three storeys, the red-brick house has a fireplace, a small terrace and a cellar.
Just outside of Cambridge, this single-storey home offers three double bedrooms, a living room with vaulted timber ceiling and ladder steps that lead to a mezzanine study area.
This six-bedroom Georgian home is on three floors with open fireplaces, a two oven Aga, an annexe, and cottage gardens with outbuildings and a car barn.
A former coach house, Glebe Farm Stable is now a three-bedroom cottage with a double car barn, an attached office, kennels and an outbuilding that's currently used as a gym.
Located beside an impressive Victorian viaduct, this four-bedroom home has an open-plan living area that is glazed on two sides, with skylights and high ceilings.
A former furniture workshop, this three-bedroom home has high ceilings and painted brick walls, in a village setting only fifteen miles from the coast.
This five-bedroom stone townhouse features a pine staircase and an Inglenuk fireplace, double doors from the lounge give access to an enclosed courtyard.
This five-bedroom, detached home blends traditional and modern design; the sleek kitchen features a gas hob and oven set within an exposed chimney breast.
Capitalise on the fabulous views of Trevone Bay by taking two homes and creating one spacious boutique B&B. Just a cliff-top walk from Padstow.
Surrounded by woodland, this five-bedroom manor house has plenty of outdoor storage space in the form of three converted loose boxes, two smaller outhouses and a woodstore.
This six-bedroom home is set amongst three acres of grounds. Currently a large family home, Clift Hill has potential to make a B&B or countryside retreat, subject to change of use permissions.
This Grade II-listed three-bedroom home is situated on a private road, just a short walk from the sandy beaches of Frinton-on-Sea.
Less than five miles from Malmesbury, this four-bedroom cottage comes with equestrian facilities and gardens that extend to approximately three acres.
Spanning three storeys, this late-Victorian five-bedroom farmhouse is a spacious family home with a modern interior and B&B potential.
With an original church arch, this triplex one-bedroom church conversion has a light, spacious, feel and comes with a secure off-street parking space.
This recently-refurbished three-bedroom home has bi-folding doors that lead out to a decked seating area - ideal for alfresco dining this summer.
Well-located for coastal walks and popular restaurants, this detached four-bedroom home offers views over farmland, to the Solent, the Purbecks and Bournemouth.
If you love high ceilings, school conversions like this one are bang on the money. This two-bedroom flat is minutes from Burgess Park and the foodie haven at Borough Market.
Set within a church conversion in Bermondsey, this two-bedroom maisonette combines existing features, such as original arches and brickwork, with a contemporary finish.
This four-bedroom Edwardian home offers a combination of original features and contemporary design after a renovation by the current owners.
This four-bedroom home offers a vaulted ceiling in a breakfast room that's ideal for summer entertaining with doors that open to the patio and garden.
On the market for the first time in more than 50 years, this six-bedroom home is a project with vast potential - spread over three floors of living space.
Surrounded by rolling countryside, this four-bedroom barn conversion comes with a self-contained, one-bedroom annexe that could serve as an office or a holiday let.
Located near Harrogate town centre, this five-bedroom Victorian terrace is arranged over three storeys while a current study serves as an optional sixth bedroom.
A ground-floor flat in a country house, located a mile from Sway; this two-bedroom home would make an ideal weekend retreat on the edge of the New Forest.
On a popular residential lane in Caterham on the Hill, this four-bedroom family home offers a secluded garden and a convenient location for local schools and public transport.
Just a short walk from Westerham green, this three-bedroom cottage has a light kitchen with exposed brickwork and double doors that lead to a south-facing garden.
In a prime spot opposite the River Thames, this one-bedroom flat has an 18sq ft reception room with glass doors that open out to a private terrace.
Set in the hills above Llanwrda Village, west Wales, this 18th-century three-bedroom farmhouse has holiday-let potential from a separate barn conversion and annexe.
This charming end-of-terrace townhouse is arranged over three floors, with two double bedrooms and a private courtyard garden located at the rear of the property.
Located in the University area, this semi-detached five-bedroom home is arranged over three floors - there's even a rear garden and off-road parking too.
Only a few minutes' drive from the charming town of Marlow, this two-bedroom home sits on the private riverside estate of Harleyford.
This detached four-bedroom home in Middleyard is arranged over two floors, with features that include a wood-burning stove and bespoke oak staircase.
In a row of eight detached Georgian residences, this five-bedroom home offers views of The Sound, Mount Edgcumbe and Cornwall from its impressive veranda and full-length balcony.