Warning re replacement cards & advice pls

mckcol

Hi All

I have a Lloyd TSB duo card(s), a linked mastercard & amex card.

I have a direct debit to pay off the balance each month - fine, been working for months.

I misplaced one of my cards recently, called their call centre and requested new cards - no problems, originals were cancelled, new ones issued (with different numbers).

A few days ago I had an automated phone call from Lloyd's which put me through to an Indian call centre. The issue being, when was I was going to make the minimum payment on my account. At this point I checked my most recent statement to find I had a service charge and interest as balance had not been cleared as it should have been. I explained that this could not happen as I have a DD to clear the balance each month. The lady looked into this, and explained that as my account number had been changed, the direct debit was no longer valid and basically tough. I asked to speak to her supervisor (I had to insist!). He also looked into this, agreed it was their mistake, said he would reverse the charge and re-emburse the interest charged. He said a DD request (from the original mandate) would happen later this month for the now 2 month balance. I asked if he could confirm that my credit score (perfect) would not be affected, which he said it shouldn't.

I then sent a letter to Lloyd's explaining what had happened and asking them to confirm in writing that the charges and interest would be refunded and that my credit score would not be affected.

Today (which would overlap my letter) I received a letter from Lloyd's again asking for the minimum payment to be made, and a new direct debit mandate for signing.

To me this sounds like a procedural problem that Lloyd's have; if a card is cancelled, this may well nullify a direct debit mandate, but surely they should advise that this is the case and send out a new mandate?

Have I done what I can? I can't see how I can be blamed for this mess.

Regards

Satnav_2

I have had loads of replacement cards in the past and direct debits have just carried on regardless, althought this is not with Lloyds.

I would write a letter of complaint to them. If you pay the card off in full it will make the interest charges easier for both you and them to work out as the complaint will inevitably take weeks to resolve.

Does the duo card have an indian call centre then?

Degenerate

100% their fault, the new cards should have no bearing on the DD mandate. Like Satnav, I too have had many replacement cards and never had to update my DDs for them.