We're aware that some users are experiencing technical issues which the team are working to resolve. See the Community Noticeboard for more info. Thank you for your patience.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!

Problems with Lloyds TSB - what next?

Options
I recently went to see a bank adviser who agreed that I could have an overdraft on my current account. On the day I saw him he assured me that the money would be available immediately but forgot that he needed identification from me (eg, passport) - so I walked away and the adviser then found that he could not load the overdraft (unbeknown to me at this point).

The next day two direct debits came out of my account and pushed my account over its limit causing two charges fees to be incurred. I went into my branch and found out what had happened and the adviser assured me that he would make sure the charges were not applied, because it had been his fault. They were applied, so I went in a further two times and was told that the charges (£60) would be refunded. The last time I went in (Friday last week) I was told that he hadn't done it yet, but he would and it would take a few more days. He STILL hasn't refunded it I am sick of going in there - it doesn't seem to do any good, so what should I do now? I am thinking that if I write a letter it will be ignored...

Comments

  • M_Thomson
    M_Thomson Posts: 1,596 Forumite
    Part of the Furniture
    I would go in and ask to speak with the manager. Tell him or her that you are not happy and would like the charges refunded straight away.
  • Just one small point - If the bank advisor had said no straight away to your overdraft request what would you have done re the d/d??
    Eric
  • I would have asked my husband to cover it for me -- but what does that have to do with my question?? The point is that the overdraft was agreed.
  • CTT_2
    CTT_2 Posts: 403 Forumite
    I am a LLoydsTst customer and am registered for internet banking. It may be something to think about because if you ever want to increase or set up an overdraft this can be done in a couple of minutes without having to worry about identification.
    Also if they say they will refund your charges they will do this. I would leave it for a few more days. I speak from experience being once employed by them.
  • yummymummy wrote:
    I would have asked my husband to cover it for me -- but what does that have to do with my question?? The point is that the overdraft was agreed.

    But for me reading your post it is clear that it was not agreed which is why I asked the question.
    Quote 'so I walked away and the adviser then found that he could not load the overdraft (unbeknown to me at this point).' - how did you find out then?Eric
  • Ok, maybe I didn't make it clear enough in my original post. The overdraft WAS agreed - and that is not something the bank are disputing. The point is that every time I go in to the bank to find out why they haven't refunded the charges (which they assured me wouldn't be applied) they tell me they are very sorry and it will be done in the next few days and then they don't.

    I found out that the adviser hadn't been able to load the overdraft the first time I went into the bank to find out what had gone wrong - they then explained that he had forgotten he would need identification from me before he could do it - but he had let me go with the impression that it had been loaded already, if you see what I mean.
  • In that case I would telephone customer services and instigate a complaint.telephone number from their website is 0845 3000 033, overseas number looks like Birmingham 0121 600 3495 , so if that number is cheaper for you to call rather than the 0845 go for it.Complaints raised this way have to be dealt with asap and the advisor will not be able to ignore it.
    Eric
  • I have already called the number you suggest but they tell me that because the overdraft was agreed in my branch they don't have the authorisation to do anything about it. So I have chased it up at the branch yet again. Sorry, the adviser said, he keeps forgetting to do it, but he will - he really will(!)
  • That's absolute rubbish. I would phone again and ask to speak to a supervisor explaining you have been back to the branch and they have not done what they agreed. Also make sure you are speaking to a customer service person that deals with complaints and don't let them fob you off.
    Eric
  • Thanks for your advice - they have finally refunded it today (thank goodness!)
This discussion has been closed.
Meet your Ambassadors

🚀 Getting Started

Hi new member!

Our Getting Started Guide will help you get the most out of the Forum

Categories

  • All Categories
  • 350.9K Banking & Borrowing
  • 253.1K Reduce Debt & Boost Income
  • 453.5K Spending & Discounts
  • 243.9K Work, Benefits & Business
  • 598.8K Mortgages, Homes & Bills
  • 176.9K Life & Family
  • 257.2K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 16.1K Discuss & Feedback
  • 37.6K Read-Only Boards

Is this how you want to be seen?

We see you are using a default avatar. It takes only a few seconds to pick a picture.