Advice? TSB has lost my money!

lizziemay

On 30th march I paid £700 in cash into the quick drop box in my local branch. On the 2nd April, after my mortgage had been taken out, I was unable to withdraw any money , so I checked internet banking and found that the money hadn't been credited to my account, and I was £690.00 overdrawn! I have an overdraft facility of £500.00. To cut a long story short, after going to the branch, they said they would look into it and upped my overdraft to £1,000. While we were in there, we overheard a customer complaining that a cheque that she had paid into the box was not showing on her account. The teller told her that they had had a promblem with clearing and that deposits had been sent back and had to be re-entered, she was assured that it would show up the next day.
The next day they still couldn't find out what had happened to my money, I asked them to check the CCTV as it must show something, I was hoping that they could see that I had put cash in the envelope even if they couldn't tell how much. After 5 days (I was away, but had left my mobile no.) and several irrate phone calls and complaints I got to speak to the manager. I was told that all they had done so far was to check that days transactions, she said that she hadn't had enough staff to check the cameras! I really lost it at that point and she said that she would be doing it that afternoon. She phoned me later to say that they could see me on CCTV going to the counter and filling in a slip, but they couldn't see me putting it into the envelope with the money, as my back was turned to the camera. however they admitted to being able to see me put the evelope in the box! They are still trying to sort it out, the area manager went to the branch 2 days ago, but they won't tell me what's happening now.
I took some advice from my husband's union lawyers and I know that they have up to 8 weeks to sort it out.
Has this happened to anyone?
Does anyone know if I am entitled to see the camera footage?
What are my chances of getting my money back?
Warning... never pay money into a bank without getting a reciept!

Lokolo

I don't know why people still use the bloody envelope machines to be quite honest, I always thought they were trouble!

However, the woman who paid the cheque in and got told check next day is completely irrelevant because she could have a completely different situation.

The lawyer is partially right, they have 8 weeks to respond when you make an official complaint:
http://www.lloydstsb.com/contact_us/complaints_procedure.asp

Um the thing is, its quite a lot of money, however they should be able to check the counting up end of working day and decide there and then. There could be more to it than that though, there could be an employee stealing from the bank, which is what they are actually investigating, and so you're not helping (although I know its not your fault and you don't know this but there could be more than to what you see if you get what I mean).

They have kindly upped your overdraft so thats a start.

I would make an official complaint, see what they say over the 8 weeks, keep us updated.

Kavanne

Lokolo wrote: »

I don't know why people still use the bloody envelope machines to be quite honest, I always thought they were trouble!

EVERY time I go into any bank branch to pay in cash the cashier tells me I can use the machine... I just say 'oh really' and ignore them lol. I do not trust them. EXCEPT the halifax ones which give you a receipt.

Lokolo

Kavanne wrote: »

EVERY time I go into any bank branch to pay in cash the cashier tells me I can use the machine... I just say 'oh really' and ignore them lol. I do not trust them. EXCEPT the halifax ones which give you a receipt.

The automatic machines at HSBC are very good. Apart from if the notes have highlighter on them. When you have £100 you want to bank, and a £20 note won't get accepted I get extremely frustrated lol. It counts up your money, credits it immediately, and gives you a receipt.

lizziemay

Thanks Lokolo,
I thought that by going into the branch I was making a formal complaint.
I,ve checked the link and they should have written to me within 5 working days aknowledging the complaint. The only letter that I've had is telling me that they have increased my overdraft. I am going to try getting through on the phone again to see what's happening, I'll keep you informed.

lizziemay

I think your'e right and they probably are investigating a theft, I can't see any other reason. They say that they have checked all the other deposits in case it was payed into someone elses account. It's very odd that they can't find the envelope or the slip. I can't get through on the phone as usual, so I'm going to go over there instead.

focus888

I agree that this must be a theft issue because they have to count the money everyday and that £700 couldnt have just disppeared. even if you wrote some incorrect details on the slip the would still have been able to find your account details or have put that money aside for you to come claim it which you have. so someone has just decided to help themselves. I hope this gets resolved soon for you. let us know how they respond.

opinions4u

I think you should give them 7 days to reimburse you or tell them that if they don't you will involve the police and the local press.

Does their envelope give you a receipt of any sort (like the Halifax paying in envelopes do)?

lizziemay

opinions4u wrote: »

I think you should give them 7 days to reimburse you or tell them that if they don't you will involve the police and the local press.

Does their envelope give you a receipt of any sort (like the Halifax paying in envelopes do)?

You must have been listening to my husband!
You don't get any sort of reciept, which in hindsight makes me feel pretty stupid for not waiting in the queue! I have deposited this way lots of times and not had any problems before.

I went to the branch and spoke to the manager this afternoon. I have to say that I really don't think she knows what she's talking about. I have asked her if i can view the CCTV footage as she said they could see me put the slip in the envelope, but not write my name and contact number on the back OR put the money in. She said she would try and arrange it. She said they cant find the slip and was very vague about what had happened to it, and said some slips get sent to central.... whatever that means! I asked her if she had checked the slips at central and she mumbled something about them being sent overnight.

As soon as i came home I phoned Head Office and they put me through to customer care, who then contacted the local director's office and she put me through to speak to him. He listened to the story and said the director that deals with that area wasn't in the office and that i shouldn't have had to wait that long. He was going to phone the branch and the director and get back to me before 7pm tonight.

Hopefully something will now be done about it. If not, the next step is contacting the police.

lizziemay

I forgot to say that I asked her what date the formal complaint was registered, first of all she said, a couple of days ago, then when I asked her again she said that it was done this morning! I thought that my 17 yr old daughter, who was with me at the time, was going to explode with anger!! I did tell the local director everything that was said and that I believed that the money had been stolen.

brazilianwax

lizziemay wrote: »

You don't get any sort of reciept, which in hindsight makes me feel pretty stupid for not waiting in the queue! I have deposited this way lots of times and not had any problems before..

Lloyds have stopped giving receipts for over the counter transactions too

I always insist on a receipt (and rant till I get one if necessary) - and just as well as money went missing from a charity deposit that was made over the counter and with a receipt :eek: