Halifax has issued an update to clarify a major overhaul of its digital services, after a puzzled customer reached out about receiving email messages regarding their accounts. The customer said: "I keep getting emails saying I should change from the Halifax app to the Lloyds app, but my account is becoming a Bank of Scotland one." They asked the provider to clarify what action they needed to take, questioning: "Should I be using the Lloyds app, or is there a Bank of Scotland app I should be using?"
Halifax says no immediate action needed
Halifax replied telling the customer that they did not need to do anything for the time being. The group said: "You don't need to do anything right now and can continue using your accounts as normal." The bank explained that the move to Lloyds will happen gradually, and they will contact customers when it is their turn. Addressing which app to use, the bank stated: "If and when you're invited to move, you'll be asked to start using the Lloyds app or Online Banking. There isn't a separate step for moving to a Bank of Scotland app."
Invitation message coming in weeks
Halifax also told the customer to look out for a key message that will be sent to them. "You'll receive an invitation in the coming weeks with a few simple steps to start using the Lloyds app or Online Banking. Over time, your accounts will also transition across," the provider noted. "For now, there's nothing you need to do."
Further guidance on the Halifax website states: "Over the next few months, we'll be in touch to move you to the Lloyds app and online banking as we'll be closing these for Halifax. They work in a similar way so should feel familiar and just as easy to use." Customers are also informed: "We'll send you an invitation in the app and online banking, so you'll know it's from us. It'll guide you through the process in just a few easy steps, with no passwords or memorable details to set up. We'll also email you around the time the invite will appear, so you don't miss it."
