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Lloyds TSB - useless!
somnerd13
Posts: 78 Forumite
My fiancee has been having a bit of trouble lately, I thought I'd tell you all and see if maybe I can get any advice on the best course of action.
On the 30th of September my girlfriend attended a medical at Bupa Wellness. She paid for it there and then on her card in their Chip 'n' Pin machine. The cost was £469.
The next day (1st Oct) she logged onto her internet banking to check her balance and noticed that £452 had been debited from her account to "brands-shop1". This wasn't her so she rang the Customer Services number (08453000000) who put her through to the Fraud Department. They logged it as fraud and said that the money would be refunded soon. They also canceled her debit card and issued a new one.
Three days later (4th Oct) as promised, the money was refunded on the account as shown:
"VISA RISK" £452 (Credit)
Two days later (6th Oct) she received a letter from Lloyds which had a list of transactions that they feel may have been fraudulent. The letter asked her to cross off any non-fraudulent transactions and return it, which she did the next day.
A few days later (15th Oct) her internet banking showed the following:
"VISA RISK" £469 (Debit)
She rang 08453000000 who put her through to the Fraud Department and they confirmed that this payment was to Bupa Wellness and that it was shown in this way as Bupa had her old [canceled] card details and this was how it was done. Fine, no problems there. All is sorted, or so it seemed.
Fast forward to November 20th (Thursday) and upon checking her internet banking she horrified to see the following:
Bupa Wellness £469 (Debit)
She rang 08453000000 and was again put through to the Fraud Department. They told her that this payment was made by her branch (!?) and that because of this they could not sort it and she would have to visit her branch to get it sorted. This would be a problem, as her branch is about 1 hour away. Fortunately there is a branch in our village, but also a branch in the neighbouring town which is the branch we deal with most often. She has a good relationship with a financial adviser there (having invested money) and we planned on going to see him as he normally gets things sorted for her pretty quickly.
Unfortunately she was unable to visit her branch on the next day (Friday 21st) due to work commitments. She attempted to give 08453000000 another ring and try her luck. This time the first adviser she spoke too basically told her that they could sort it over the phone, and that she had no idea why my fiancee had been told to go into the branch! This adviser then put us through to the Fraud Department who faffed around for a few minutes only to tell her that they can't sort it, go into the branch.
Next day (Saturday 22nd) she was sick with morning sickness and obviously going into the bank in the morning wasn't on the agenda. She spent the whole day (well up until closing at 2pm) ringing the branch in the next town but couldn't get through because their line was 'busy'. She tried the financial adviser's mobile but it was switched off - obviously his day off.
Two days later (Monday 24th) and again she is ill with morning sickness so can't go into the branch. She does however get through to them but they couldn't help, but they did put her in contact with "Debit Card Disputes". She explained the problem to them and the adviser said that she could see the problem and that she had put the refund through and it should show up on her account by the end of business on the next day (Tuesday 25th).
End of business on Tuesday 25th comes - take a guess? No refund showing.
Being ill for the rest of the week she doesn't try and get it sorted.
Today (Friday 28th) we visited the branch in our village. The only person available to speak to us was the branch manager - fantastic! We spent a few minutes with her going through everything and she attemped to ring "Debit Card Disputes" but the line reported a wait of around 15-20 minutes. The bank was due to close in less than an hour, the queue was building up outside (staff shortages) and she had an appointment in a few minutes time so she asked if she could take down my fiancee's details and deal with it first thing Monday. My fiancee was happy with this and agreed. She did however tell us that my fiancee's account showed no evidence of any refund being applied by "Debit Card Disputes", but confirmed that both debits of £469 definitely went to Bupa.
Fingers crossed she'll be able to get it sorted. I definitely think it is much better trying to get it sorted in person because you have that person's name and they can't hide behind the telephone line and tell you a load of rubbish because they can't be bothered to deal with it.
Once it is sorted she will be closing her current account and making our joint account with the co-operative bank her primary account. She does plan on writing a letter of complaint whatever the outcome, although obviously we will acknowledge the helpfulness of the manager at our local branch. I expect that our calls to 08453000000 have cost a considerable amount with each call taking a good 15-20 minutes so we will be attaching evidence of this to the letter of complaint and requesting that these are paid for by Lloyds due to most of the calls being made because of the absolute incompetence of some staff at their Customer Service center, the Fraud Department, and Debit Card Disputes.
Should we take this complaint any further? Due to this mess up it has caused us to have to put work on our garden on hold because we haven't the funds to pay for materials nor for the labour at the moment, which we would have had Lloyds not cocked everything up. It has also caused a few other minor inconveniences.
I am not normally a fan of causing a din because of a mistake, as I understand that mistakes do happen and are part of life. However this time I feel that she has been well and truly messed about by Lloyds and that much of it is down to incompetent staff who were either badly trained, or just lazy.
Has anybody else experienced anything like this with Lloyds?
On the 30th of September my girlfriend attended a medical at Bupa Wellness. She paid for it there and then on her card in their Chip 'n' Pin machine. The cost was £469.
The next day (1st Oct) she logged onto her internet banking to check her balance and noticed that £452 had been debited from her account to "brands-shop1". This wasn't her so she rang the Customer Services number (08453000000) who put her through to the Fraud Department. They logged it as fraud and said that the money would be refunded soon. They also canceled her debit card and issued a new one.
Three days later (4th Oct) as promised, the money was refunded on the account as shown:
"VISA RISK" £452 (Credit)
Two days later (6th Oct) she received a letter from Lloyds which had a list of transactions that they feel may have been fraudulent. The letter asked her to cross off any non-fraudulent transactions and return it, which she did the next day.
A few days later (15th Oct) her internet banking showed the following:
"VISA RISK" £469 (Debit)
She rang 08453000000 who put her through to the Fraud Department and they confirmed that this payment was to Bupa Wellness and that it was shown in this way as Bupa had her old [canceled] card details and this was how it was done. Fine, no problems there. All is sorted, or so it seemed.
Fast forward to November 20th (Thursday) and upon checking her internet banking she horrified to see the following:
Bupa Wellness £469 (Debit)
She rang 08453000000 and was again put through to the Fraud Department. They told her that this payment was made by her branch (!?) and that because of this they could not sort it and she would have to visit her branch to get it sorted. This would be a problem, as her branch is about 1 hour away. Fortunately there is a branch in our village, but also a branch in the neighbouring town which is the branch we deal with most often. She has a good relationship with a financial adviser there (having invested money) and we planned on going to see him as he normally gets things sorted for her pretty quickly.
Unfortunately she was unable to visit her branch on the next day (Friday 21st) due to work commitments. She attempted to give 08453000000 another ring and try her luck. This time the first adviser she spoke too basically told her that they could sort it over the phone, and that she had no idea why my fiancee had been told to go into the branch! This adviser then put us through to the Fraud Department who faffed around for a few minutes only to tell her that they can't sort it, go into the branch.
Next day (Saturday 22nd) she was sick with morning sickness and obviously going into the bank in the morning wasn't on the agenda. She spent the whole day (well up until closing at 2pm) ringing the branch in the next town but couldn't get through because their line was 'busy'. She tried the financial adviser's mobile but it was switched off - obviously his day off.
Two days later (Monday 24th) and again she is ill with morning sickness so can't go into the branch. She does however get through to them but they couldn't help, but they did put her in contact with "Debit Card Disputes". She explained the problem to them and the adviser said that she could see the problem and that she had put the refund through and it should show up on her account by the end of business on the next day (Tuesday 25th).
End of business on Tuesday 25th comes - take a guess? No refund showing.
Being ill for the rest of the week she doesn't try and get it sorted.
Today (Friday 28th) we visited the branch in our village. The only person available to speak to us was the branch manager - fantastic! We spent a few minutes with her going through everything and she attemped to ring "Debit Card Disputes" but the line reported a wait of around 15-20 minutes. The bank was due to close in less than an hour, the queue was building up outside (staff shortages) and she had an appointment in a few minutes time so she asked if she could take down my fiancee's details and deal with it first thing Monday. My fiancee was happy with this and agreed. She did however tell us that my fiancee's account showed no evidence of any refund being applied by "Debit Card Disputes", but confirmed that both debits of £469 definitely went to Bupa.
Fingers crossed she'll be able to get it sorted. I definitely think it is much better trying to get it sorted in person because you have that person's name and they can't hide behind the telephone line and tell you a load of rubbish because they can't be bothered to deal with it.
Once it is sorted she will be closing her current account and making our joint account with the co-operative bank her primary account. She does plan on writing a letter of complaint whatever the outcome, although obviously we will acknowledge the helpfulness of the manager at our local branch. I expect that our calls to 08453000000 have cost a considerable amount with each call taking a good 15-20 minutes so we will be attaching evidence of this to the letter of complaint and requesting that these are paid for by Lloyds due to most of the calls being made because of the absolute incompetence of some staff at their Customer Service center, the Fraud Department, and Debit Card Disputes.
Should we take this complaint any further? Due to this mess up it has caused us to have to put work on our garden on hold because we haven't the funds to pay for materials nor for the labour at the moment, which we would have had Lloyds not cocked everything up. It has also caused a few other minor inconveniences.
I am not normally a fan of causing a din because of a mistake, as I understand that mistakes do happen and are part of life. However this time I feel that she has been well and truly messed about by Lloyds and that much of it is down to incompetent staff who were either badly trained, or just lazy.
Has anybody else experienced anything like this with Lloyds?
0
Comments
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If you need to call again you can use (01733) 347007.0
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i didnt read this post but i just opened up a lloyds tsb account...should i be worried lol
EDIT: sorry just realised how unhelpful my reply was, sorry0 -
ahmed1080p wrote: »i didnt read this post but i just opened up a lloyds tsb account...should i be worried lol
EDIT: sorry just realised how unhelpful my reply was, sorry
No problem, I'll help you a little.
I have only ever briefly banked with Lloyds myself - they were useless. With my fiancee they have been generally OK. However what you find is that when you do have a problem, they make you jump through hoops to get it fixed. I have extensively dealt with HSBC, NatWest and the co-operative bank and all have been much more helpful than Lloyds. The only bank I will say who more useless than Lloyds is Barclays.0 -
My parents have banked with Lloyds for over 40 years and never had a problem. I guess it just depends on the branch, the advisor, the customer etc. All banks can have their hell and heaven moments.
I was with FD (who are renowned for the best service in the UK) and I had the worst service ever from a bank and switched to Lloyds who I've had no problems with whatsoever, I guess banking is a game of chance.0 -
Lloyds are the pits0
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Just recently opened a Lloyds TSB account. The first experience has not been a good one! On the 24th this month I sent £500 from my NatWest account and after a few hours Lloyds rejected the transfer!
After calling them, they apologised as they were having some "technical glitch" in the system.
PS: Use this website to find alternative numbers for companies and save on telephone bills!
http://www.saynoto0870.com/-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*
Be responsible with your money and avoid the misery
-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*0 -
Oh yeah, and good luck trying to send Faster Payments with LTSB!!! Hahaha0
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Been with them for 20 years, never had any problems.(AKA HRH_MUngo)
Member #10 of £2 savers club
Imagine someone holding forth on biology whose only knowledge of the subject is the Book of British Birds, and you have a rough idea of what it feels like to read Richard Dawkins on theology: Terry Eagleton0 -
Sorry but I have found their Faster payments to be fine. I bank with a number of other banks as well and to be honest I don't think any one is worse than the rest. Service generally in this country is poor because employers seem to have the attitude that the least (less?) they pay is best. I was always taught 'Pay peanuts, get monkeys'. I think we just need to complain more and don't give up until satisfied. :Tmoneysavingallday wrote: »Oh yeah, and good luck trying to send Faster Payments with LTSB!!! Hahaha0 -
flossy_splodge wrote: »Sorry but I have found their Faster payments to be fine.
Yeah it is fine. Aside from the fact that it doesn't work!0
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