Lloyds TSB - aarrgghh please help me!

GhostHunter_3

Hi

Sorry if this is wrong place but cant find a place for banks. It is connected to a loan however.

Ok, in 2005 we took out a loan with / through Lloyds TSB Bank who we then banked with. We were then living somewhere else and have moved 2 years ago. Naturally when we moved we made sure the bank and all other companies were made aware we had moved and had a new address and phone number.

We also closed our bank accounts with Lloyds TSB. They were the reason we were made to take out a loan with them as they were overdrawn on an unoficial overdraft. The bank seemed willing to help by offering us a consolidation loan to clear the arears. Although the amount we owed was just over £6,000 and are repaying it (at 1%) at £46.64 per month. All going slowly and smoothly until a few months ago.

We changed banks 2 years ago from Barclays and had all our DD transfered to our building society account. All was running smoothly until a earlier this year when I noticed Lloyds had stopped collecting their Direct Debit for the loan. So I rang them up to see what had happend. This is whene the frustration began!!

As usual they started with their security checks and asked me for my name and address. I gave them this and they said "NO thats not what we have on our records". So I explained I had changed my address 2 years ago and had informed them. I was advised to go to my local branch and update my details there. I did this and my local branch tells me they already have the correct information!

I tried to call LLoyds again to request a new DD mandate be posted to me so I can restart the payments before I get into arrears. They cannot post me one until I clear the arrears. I cannot clear the arrears until I give them my correct address that matches the one they have on their system!

So I advise them that I moved over 2 years ago. I was asked to provide my last address which I did, again stating I have not lived there for 2 years now! Bingo, the conversation finally moves on and I am told they will send out a new DD form for me.

I wait about 2 weeks and receive nothing so again I call them up, go through the security chescks and get told I gave the wrong address information! Here we go in circles by which time I am trying to keep calm and trying to tell them I do not want tro be held responsible for any arrears because they cannot get their systems to update my details. After all the bank has the correct info but they cannot help me over the counter and refer me to the telephone number!

This week I have had repetitive calls from representatives of Lloyds TSB reguarding my loan account the majority of which fail to tell me why they are calling as I do not pass their address criteria on the security check. The remainder however wont or cant send me a new DD form until I have cleared £95 of arrears as their systems wont allow. I have no credit cards or debit cards or cheque books to clear these arrears (Credit Cards are after me and I am seeking debt management help) and am struggling as it is and so is my family so I cannot ask them for temporary help. The only income keeping a roof over our heads and a meal on the table is the incapacity benefit and Working Tax Credit that I and my husband have other than that its the cash he gets paid from his self employed jobs.

I dont mean for anyone to take pity on me its just I dont know what to do to sort this mess out as it appears to be Lloyds TSB who have an issue with their systems and so therefore they arent helping me to help them. :mad:

I hate to say this (and it is not meant racially) but why is it these call centres are always manned (or feemaled) by people who cannot speak good understandable English (I have yet to speak to 1 person who has an 'British' twang to their accent!)and who follow a set of questions and when your answer doesnt fall within a category of yes or no answer or what they see on screen they dont know what to say and therefore end up going around in circles? Or fobbing me off with false information and leaving me on dead silent hold (so I am never certain I havent just been cut off again) as they dont know what to say next :eek:

PLEASE CAN SOMEONE TELL ME WHAT TO DO NEXT ?

I dont need this let alone any arrears. I cant take anymore

Many thanks

standupguy

As you are getting nowhere trying to reason with them on the phone perhaps it is time to send a letter detailing the issues and ask them to send you a new DD to sign.

Remember to keep a copy as you may need to refer to it in the future

rockbottom2

Hi as Lloyds Tsb are part of RBS- you'll find that their call centres are based in the UK.

~Beanie~

rockbottom2 wrote: »

Lloyds Tsb are part of RBS.

Errrr.... no they aren't!

asandwhen

rockbottom2 wrote: »

Hi as Lloyds Tsb are part of RBS- you'll find that their call centres are based in the UK.

nothing to do with RBS

MABLE

rockbottom2 wrote: »

Hi as Lloyds Tsb are part of RBS- you'll find that their call centres are based in the UK.

Theres enough confusion without you adding to it.

GhostHunter_3

MABLE wrote: »

Theres enough confusion without you adding to it.

Thanks I know my post is confusing but the comment about RBS did add to it, not much of a solution and I have edited my statement about call centre staff anyways as dont want to be accused of being racist which I am deffinately not!

Penelopa.Pitstop

Why don't you go to branch with loan reference number and pay there arrears. You can also pay via BACS transfer directly to your loan account.
And then you can pursue them and force them to update your address and send official complain.

I would also suggest to go to branch and ask someone in brach to call loan department and explain to them that your address is correct in the system.

Here's the thread regarding paying Lloyds loan by BACS
http://forums.moneysavingexpert.com/showthread.html?t=724137

waddy80

I think what has probably happened is that you have arrears so are therefore being dealt with by the collections department. It sounds like the change of address hasn't gone through to the system they use. Go into your branch, get them to call them for you and they will be able to sort it out.
And as mentioned above you can always make a manual payment to the loan over the counter in the branch.

Incisor

GhostHunter wrote: »

...

PLEASE CAN SOMEONE TELL ME WHAT TO DO NEXT ?

I dont need this let alone any arrears. I cant take anymore

Many thanks

Can't take it? Then take the mick big time. Open the lowest rate deposit account you can find with Lloyds and put unclaimed payments in there month by month. Write to them and explain your moves and the fact that they have not taken the money and they have been told the addresses and everything, and state that you are willing to pay the payments month by month but if they cannot be bothered to collect, you will not take further interest charges. Do make sure it is both well written and tediously long. Send it recorded delivery and make sure you keep a copy and get proof of receipt. Then let it go on and on and on. Challenge any defaults on your records, let it go to court. Produce your letter and details of the account you put the money in.

Egg on Lloyd's face.

GhostHunter_3

Incisor wrote: »

Can't take it? Then take the mick big time. Open the lowest rate deposit account you can find with Lloyds and put unclaimed payments in there month by month. Write to them and explain your moves and the fact that they have not taken the money and they have been told the addresses and everything, and state that you are willing to pay the payments month by month but if they cannot be bothered to collect, you will not take further interest charges. Do make sure it is both well written and tediously long. Send it recorded delivery and make sure you keep a copy and get proof of receipt. Then let it go on and on and on. Challenge any defaults on your records, let it go to court. Produce your letter and details of the account you put the money in.

Egg on Lloyd's face.

Thanks but I will decline your advice as I am in enough confusion and debt without going to court just to make a point this way.