I opened a Halifax account to take advantage of their £100 switching bribe. I mostly forgot about it until a few days ago when I remembered that I needed to transfer in £1500 to avoid a fee. I dug out my activation code, signed up for online banking, transferred in £1500 and attempted to transfer out the balance (£1500 plus the £100 switching bonus). I got an error message and was told to call a number. I called, waited on hold for 27 minutes, answered all the questions honestly and accurately and was told in order to access the account (and therefore the £1500) I would need to go to branch with photo ID. I was also told that I couldn’t register a complaint over the phone at that point.
I couldn’t be bothered to go to a branch (Covid, inconvenient opening hours and inconvenient parking arrangements) so I initiated a CASS switch. This has been rejected by Halifax (I’m not surprised).
I’ve registered a complaint using their online form to complain about the time spent on hold, the time spent without my funds until I can get to a branch and the inconvenience of not being able to verify my identity remotely. To be clear I am not complaining about the initial fraud flag.
I have two questions:
A) is there anyway to get at my money without having to go to branch or risk a fraud marker going unresolved on my file and
B) is my complaint reasonable or AITA?