Lloyds TSB are having a laugh!!!

TBeckett100

i would have tackled this more legally. they have stated you have no intention to pay the loan back (slander) and admitted taking the address wrong. i would also threaten them with the Information Commissioner.

melvis

Hi, if you have not yet posted the letter I would suggest extending the complaint regarding them recording incorrect address details as this is against the Data Protection Act (data should be accurate and up to date). My friend made a complaint to Natwest regarding incorrect address details/her statements being sent elsewhere and she got offered £150 compensation and they sent her flowers at work! You may be more likely to get the charges waived this way.

haymans74

Hi Melvis,

In the final version of my letter I did put in a paragraph about the data protection act

"Under the Financial Services and Markets Act 2000 Lloyds TSB should be expected to treat their customers fairly. Under the Banking Code, 1992, banks must make sure all literature is clear and ensure delivery of regular statements, they must also be sympathetic to complaints on both these points. I am also concerned that Lloyds TSB is in breach of the Data Protection Act 1998 by sending my statements, and therefore issuing personal data, to an incorrect address."

Edinburghlass_2

I have removed the post with the final letter due to you naming staff members, you can repost provided you remove the names, thanks.

melvis

haymans74 wrote: »

Hi Melvis,

In the final version of my letter I did put in a paragraph about the data protection act

"Under the Financial Services and Markets Act 2000 Lloyds TSB should be expected to treat their customers fairly. Under the Banking Code, 1992, banks must make sure all literature is clear and ensure delivery of regular statements, they must also be sympathetic to complaints on both these points. I am also concerned that Lloyds TSB is in breach of the Data Protection Act 1998 by sending my statements, and therefore issuing personal data, to an incorrect address."

oops ... i didn't notice that bit

haymans74

Edinburghlass wrote: »

I have removed the post with the final letter due to you naming staff members, you can repost provided you remove the names, thanks.

Ah right, sorry about that. Here it is again:


Dear Sir or Madam,

COMPLAINT: Re. Account number: xxxxxxx

I am writing to request a full refund for recent charges incurred on the above account.
On Wednesday 16th July 2008 I received a phone call from your credit control department informing me that I had exceeded my agreed overdraft limit and as such had incurred charges of £538.90. This is the first I had heard of it.

Since moving house, 2 years ago, I have not used my Lloyds TSB account for anything other than making payments on my Lloyds TSB loan. I make regular deposits into my current account to cover those payments. I do not have a cash card or debit card for this account. I do not use it to withdraw or transfer funds. I do not use it for payment of any bills other than my Lloyds TSB loan.

It transpired that when I changed my address details after my house move, Lloyds TSB current accounts noted down my new address incorrectly. Lloyds TSB credit cards however managed to take down the correct address. As a result, I have not received any statements for my current account for the last two years and so have not been notified that I had exceeded my overdraft limit until after excessive charges were added to my account.

If I had been made aware that I had exceeded my overdraft limit I would’ve rectified the situation immediately. However it was impossible for me to do so as I had no knowledge of the impending charges. I simply had not noticed the lack of statements as I do not use this account for any purpose other than paying the Lloyds TSB loan.

It is Lloyds TSBs responsibility to make sure I receive notification of any charges on my account. Which you have not done until excessive charges were incurred.

During my phone call with your credit control department I spoke to two employees – X and Y. Neither of which were helpful and the first of which was quite aggressive and rude and constantly interrupted myself and my wife when I gave her permission to speak to him. I trust these calls are recorded. They took place at approximately 7pm. They did agree that Lloyds TSB had failed to change my address correctly.

At one point I was accused of having no intention of paying back the balance of the overdraft at any time. I did explain to both X and Y that I had tackled a large amount of debt and had decided to pay off more expensive debts with higher rates of interest first – which included paying off the balance of my Lloyds TSB credit card, which I have already done. My intention was to pay the more expensive debts first, then repay the balance on the loan and the outstanding overdraft balance. This seemed like a very sensible plan to me. They did not agree apparently.

I specifically stated that if they would remove the charges I would bring the account back into positive balance. They both refused.

I also requested copies of my statements for the last two years as I have never received them. They both refused this request too.

I then visited the Staines branch of Lloyds TSB on Thursday 17th July 2008 and spoke to some people who were slightly more pleasant. They informed me that I had to bring the account back into balance and THEN I could claim back the charges. Which is what I am now doing.

Under the Financial Services and Markets Act 2000 Lloyds TSB should be expected to treat their customers fairly. Under the Banking Code, 1992, banks must make sure all literature is clear and ensure delivery of regular statements, they must also be sympathetic to complaints on both these points. I am also concerned that Lloyds TSB is in breach of the Data Protection Act 1998 by sending my statements, and therefore issuing personal data, to an incorrect address.

The charges incurred were unfair and excessive and were incurred as a direct result of Lloyds TSB's failure to notify me correctly. As such, I request a full refund of the total amount of £538.90. If you refuse to refund the charges I will be making an official complaint to the Financial Ombudsman Service.

I have now taken action to pay off the full balance of my Lloyds TSB overdraft, and the outstanding amount on my Lloyds TSB loan. Both will be repaid in full within 7 days thanks to the generosity of my wife who will pay both on my behalf as I cannot afford to.

REQUEST FOR INFORMATION

I am also writing to request a fully comprehensive list of all the default charges for direct debit, unauthorised overdrafts and standing orders I have paid over the last six years.

Please find enclosed a cheque for the maximum statutory charge of £10. If you are unable to provide this data, I will accept a copy of my statements going back six years; I understand that statements on their own are not covered by the Data Protection Act 1998, yet I’m not requesting the statements per se, but the charges, which I’m entitled to by law.

If you store any of the older records on microfiche, please be aware that the Information Commissioner deems this to be a relevant filing system under the Act. As such, any microfiche data must be sent to me in fully legible and comprehensible form.

I look forward to your response within 40 days, as Lloyds TSB is obliged to reply under the Data Protection Act. If not I shall seek remedy from the Information Commissioner.

Yours faithfully,

Ralphy438

I am a Lloyds TSB customer and visited my bank yesterday. I asked them if they had lowered their charges as per other banks. I was advised that they were the first and that they lowered their standard charges to £15.00. Although what shocked me was that if I go over my agreed limit I am charged £15.00 and then for everyday I remain overdrawn I would be charged an additional £6.00 per day. This is an absolutely atrocious charge and actually means that people could pay more for going over than before.
For example if I go 25p over my limit I am charged £15.00, then if it remains over for lets say 30 days I would be charged a total of £195.00. That is absolutely extortionate in comparison to the 25p. How they can explain their £6 as a service charge is beyond me, it would not cost the bank £6 a day for admin etc. It seems that their lawyers have taken note of the decisions made by the courts and found a way around it so that customers are once again treated like something on the bottom of my shoe.
Any comments?

Mark7799

Get the maximum overdraft limit your bank will allow then make damn sure you don't exceed it?

Ralphy438

That defeats the object of my complaint, the point is that the charges are extortionate and worse than before. I try not to go over my overdraft but thats not always possible. The charges are a disgrace and Lloyds have just found a way round the ruling of the courts.

cml2508

I actually think the service Lloyds tsb is now offering is better that the one before and I suggest you read their overdraft policy fully and the come back and post correct information!

Lloyds TSB will charge you a standard one of fee of £15.00 when you go overdrawn, however you have until 3.30pm the day you go overdrawn to bring you account back into line and they will NOT charge you anything. If you fail to do so they will charge you a daily amount depending on how overdrawn you go! They also now offer a text service, so if you aren't very good with your finances, if you do go overdrawn they will text you by 10am that day to give you time to sort it out.

So for example, if you go overdrawn by less that £25.00 they will charge you £6.00 per day for a maximum of 10 days in any one month.
If you go overdrawn for between £25.00 and £100.00 they will charge you £15.00 per day.
If you go overdrawn by over £100.00 they will charge you £20.00 per day.

Again they are for a maximum of 10 days in any one billing period which are typically from the beginning of the month to the end.

It will also continue until you clear the balance in full, so if you remain overdrawn in your next period it will start again.

In fairness if you are going overdrawn that badly you are incurring fees all the time for high amounts, you need to seek financial advise and just use a basic bank account so there is no danger of you paying out for going over your limit.