Charged by Lloyds even though their own fault.

Tally-Ho_2

Last week, when I had taken a days leave off work, I went to use the ATM machine located outside the branch of Lloyds where my account is held. I requested a £30 withdrawal (there was a cleared available balance of circa £50 in my account - no cheques or anything else outstanding either 'in or 'out' of my account).

Anyway, as the ATM transaction was going through, it returned my card, then the screen went blank for a second or two and then the 'out of service' notice appeared on the screen. No cash was dispensed (it appeared to have been counting the notes when the machine went off).

As the bank was open, I went inside and saw that the doors to the rear of the cashpoint were open with someone in there putting in new trays etc. I went to the counter and explained what had happened. I asked if I could withdraw the £30 over the counter which they said was no problem.

Anyway, to cut a long story short, the aborted cash point withdrawal later showed on my statement as an actual withdrawal, and having drawn £30 over the counter I went just under £10 overdrawn and have thus been charged an unauthorised overdraft fee with no doubt a monthly overdraft fee to follow later this month or next month. The £30 aborted cashpoint withdrawal was only re-credited 3 days later but by that time it was too late - I was already overdrawn!..

I do think these charges are a bit unfair as it was not my fauilt they decided to take the machine off line when I was halfway through a transaction but having rang telephone banking, their attitude seems to 'tough luck'.

As I work full time getting into the branch is pretty impossible. I am also disabled and cannot normally get parked anywhere close enough to hobble in around lunch time which would be my only chance to get there without having to waste a days leave to get it sorted out (can only take leave in full days).

My question, is am I wasting my time persuing this, or will there be something in the Terms and Conditions somewhere which says I am wasting my time? Also has anyone any advice on how to tackle this? I have had my current a/c with them since last October and have never been overdrawn or had charges imposed before as I always leave at least a £10 'buffer' in the account.

Thanks

robpw2

i suggest you write to them and beg goodwill based on your previous account activity ..

opinions4u

Tally-Ho wrote: »

I do think these charges are a bit unfair as it was not my fauilt they decided to take the machine off line when I was halfway through a transaction but having rang telephone banking, their attitude seems to 'tough luck'.

That attitude stinks.

As I work full time getting into the branch is pretty impossible. I am also disabled and cannot normally get parked anywhere close enough to hobble in around lunch time which would be my only chance to get there without having to waste a days leave to get it sorted out (can only take leave in full days).

God invented snail mail, telephones and email for such things.

My question, is am I wasting my time persuing this, or will there be something in the Terms and Conditions somewhere which says I am wasting my time? Also has anyone any advice on how to tackle this? I have had my current a/c with them since last October and have never been overdrawn or had charges imposed before as I always leave at least a £10 'buffer' in the account.

Regardless of what the T&Cs say, there is a case for fair play here. Their machine failed you (because staff failed to check if it was in use at the time they chose to close it). It's simple - their system failed, you shouldn't be out of pocket for it.

Choose the way you wish to pursue your complaint from the information provided on their web site. I'd phone them now and take details of who you have spoken to. Ask them if there is a case reference number too.

I think their failure to reimburse on the back of a reasonable request actually means that they are putting you through unneccessary inconvenience.

I think reimbursement of the fee plus a modest amount of compensation for your time is now appropriate - we're currently in £10 territory imho, but further refusal to assist should increase this.

If you hit a brick wall, ask for a letter of deadlock and take it to the Ombudsman. It will cost them far less to settle your perfectly reasonable request.

willo65

I would suggest pursuing this matter with lloyds by phone and as opinions4u has said it is a perfectly reasonable request, it's probably worth mentioning that the cashier shouldn't have let you withdraw an extra £10 to what was available in account because they should have been aware the £30 was coming out of your account.

Tally-Ho_2

Thanks all,

I have just had another 'chat' with telephone banking - I might as well have spoken to the toilet door for all the use that was. Despite explaining the problems I have getting into the branch, all they kept saying was I should refer it to my branch as it 'is their issue'. So much for joined up banking.

Anyway, I am now determined now to not let them get away with this. I will compose a 'snail mail' letter to the branch and drop it in to their mail box tonight when I can get parked close to the bank) it is a pity the branches are not 24x7!

Thanks anyway.

opinions4u

Tally-Ho wrote: »

I have just had another 'chat' with telephone banking - I might as well have spoken to the toilet door for all the use that was.

In these circumstance ALWAYS insist on speaking to a supervisor.

Despite explaining the problems I have getting into the branch, all they kept saying was I should refer it to my branch as it 'is their issue'. So much for joined up banking.

So much for their adherence to the Disability Discrimination Act. Slip those words in to your next conversation with them.

Anyway, I am now determined now to not let them get away with this. I will compose a 'snail mail' letter to the branch and drop it in to their mail box tonight when I can get parked close to the bank) it is a pity the branches are not 24x7!

Ask them what their company policy is about "taking responsibility for the customer". Because clearly nobody has.

I'd say you're up to £25 in additional compensation now. Take nothing less.

jonesMUFCforever

Just ask telephone banking to put you through to the branch manager of the branch where it happened (as long as this is between 9-5 Monday to Friday).
Then describe what has happened and I'm sure you will be refunded.

Lokolo

Yeh stop phoning!! Phoning is always a pain.

Write a letter I say!

Tally-Ho_2

Just an update, I have composed a very nice polite letter to the branch manager of LTSB where my account is held (the same one where the cashpoint problem occurred) which I have today personally put through their letterbox.

I will let you all know what happens.

Tally