Lloyds Complaint feedback

di3004

Hi folks

A few days ago we made a complaint due to our current circumstances with Lloyds taking out the 2 loan repayments, just after they taken the token payments, (the new DD's are not officially starting until the 22nd June with Co op, with both priority transfers and benefits being paid in).

We are aware they can still go ahead and take what comes into any lloyds account, we only had the current account with lloyds and my autistic son's DLA money was paid in and they taken out of that, the normal repayment date would have been 7 days earlier.

Today due to the complaint I raised with them I received a letter, my hubby did on his too. (again sorry for my long post).

Dear Mrs XXXXX

Thank you for taking your time to contact us.

I think it would be helpful if I set out my understanding of your complaint.

You have made repayment proposals which we have not responded to.

I was sorry to learn of your financial situation and would like to apologise for any inconvenience you have experienced as a result in the delay in responding to your correspondence.

You will by now have received our letter dated 16 June 2009 (no we have not - but you did sent a letter over a week ago to say thank you for the token payment and have used them towards the repayments) - advising you that we are unable to accept your repayment proposals of £1.00 per month on the above loan account.

We'll always try and help customers experiencing by agreeing a repayment arrangement. If we're unable to come to an agreement or the situation is long term, the account will be transferred to our Customer Debt Recovery department (CDR).
Although adverse information is then reported to Credit References Agencies, Interest is frozen and CDR can consider reduced payments for a longer period.

As part of the transfer legal matters will need to be sent, some of which contain strong wording. (what do they mean by this)?.
I apologise for any offence this may cause.

You may also be aware that a debit of £XXX.XX has been made from your current account and given the content of your letter I have reversed this debit. (fair enough - thank you).

In accordance with your terms and conditions, when an account falls into arrears we are able to debit any Lloyds TSB cheque or savings account (yes I am aware of this, but you taken my autistic son's DLA and I sent a letter of my first right of appropriation).
I appreciate this debit may have caused financial problems and I apologise for this.

Finally, your letter makes a reference to a Credit Card.(strange this token payment was sent separately to them- or do they mean the credit card dept can take a repayment out of the account)??
The above will also apply to this account which according to our records is not yet under Control of the Collections Centre (well they have received the letters with token payment, but do not send the statements out regularly).
If you would like to discuss the above in more details please telephone us on 0845 600 6283 ((I do not have a credit card, only my hubby where he have been sending the token payments directly to them).

I hope this fully answers the points you have raised with us.
Please let me know if there is anything else I can do to help.

If we cannot come to an agreement, I will provide you with details of the Financial Ombudsman service so they can consider your complaint independently.

As long as you are happy with the way I have dealt with your complaint, there is no need for you to reply to my letter.
If I have not heard from you by 12 August 2009, I will close my file, although I will re-open it if you come back at some point.

Yours sincerely

Senior Officer
Lloyds TSB Credit Operations
Customer Service Recovery -Hove.
...............................................................................................

Not received those letters though then mentioned about not being able to accept token payments......

di3004

Going back to my above post in regards of the letter received this morning from Lloyds, they state they help in these circumstances, but we already tried this prior to starting with the CCCS for advice, where CCCS suggested we make token payments, as we not not have a DMP, but budgetting advice with a client ref number to disclose on the CCCS letters.

But they would not help when we did ask, I think I will write back to that letter and tell them that, because when we did try asking for help they kept moving us from one contact to another and they all said refer to our own bank, which we did, who said they could not help but get back in touch with these, again we did and nothing........

Any suggestions on what else we should add on the letter, because they are aware of our current situation, we also sent them a copy of the letter sent from lloyds mortgage C&G about the arrears and the expenditure information made by CCCS for us an so on.

However, as soon as hubby returns to employment then our financial situation should improve.
He attended an interview Thursday for a good well paid job, he will not know until 2-3 weeks as they are expanding and the new part will be open just after than, so fingers crossed.

Cheers folks.

SeaThreePeeO

Can I just send loads of positive and good luck vibes to your hubby! We're in the exact same position at the moment. My hubby has had a few interviews and won't find out until a few weeks later. He's due to sign on for the first time Monday, but I know from experience we won't get JS for another two weeks and cannot apply for housing or council tax benefit until we are in receipt of JS.

Lloyds seem rather disinterested in our plight at the moment and have refused our £10 token payment offer. I am resisting the urge to send another letter saying in that case I offer you £1

You could put on the letter that you're dealing with a third representative regarding your financial difficulties and due to the Office Of Fair Trading Debt Collection Guidelines they should be liaising with the CCCS

I have received a reply from my complaints letter telling them that they were ignoring the fact I have a third party rep. They have confirmed that I do and that they will be speaking with them in future, but the reserve the right to contact me personally should I default on my payments. They have also confirmed that they have taken my phone numbers off their records.

So no more endless txt messages, phoning me on the home phone, speaking to me than then phoning my mobile straight after. But we shall see.

di3004

SeaThreePeeO wrote: »

Can I just send loads of positive and good luck vibes to your hubby! We're in the exact same position at the moment. My hubby has had a few interviews and won't find out until a few weeks later. He's due to sign on for the first time Monday, but I know from experience we won't get JS for another two weeks and cannot apply for housing or council tax benefit until we are in receipt of JS.

Lloyds seem rather disinterested in our plight at the moment and have refused our £10 token payment offer. I am resisting the urge to send another letter saying in that case I offer you £1

You could put on the letter that you're dealing with a third representative regarding your financial difficulties and due to the Office Of Fair Trading Debt Collection Guidelines they should be liaising with the CCCS

I have received a reply from my complaints letter telling them that they were ignoring the fact I have a third party rep. They have confirmed that I do and that they will be speaking with them in future, but the reserve the right to contact me personally should I default on my payments. They have also confirmed that they have taken my phone numbers off their records.

So no more endless txt messages, phoning me on the home phone, speaking to me than then phoning my mobile straight after. But we shall see.

Thank you so much hun.;)

So sorry about your hubby as well, like us I bet it was unexpected as well?
Its not a nice situation to be in is it?

I do not work but care full time for my autistic son, and of course the only money we do have coming in right now is that of the benefits.
Yes it takes approx 2-3 weeks before the JSA starts coming in, so good luck here.

My hubby was originally a steel worker for years and the company had suddenly closed down with no notice whatsoever, so no redundancy pay, wages for any of them, it taken ages for them to start paying out in dribs and drabs but never the full amount like a normal redundance as its all then with the insolvency services, of course this happened just days before xmas in 2007:eek:, then hubby was in and out of contract jobs, then got depression when starting the last job, where they then laid off over 250, of course he was bound to be on of them, so he has been from work since early Dec 2008.
Its been a battle but we have adapted to live with it but not financially, so hopefully he will get this new job very soon.

Good luck to your hubby as well, and you of course.;):A

Thanks for the info as well, I shall write that on the letter, cheers so much hunni.
I do really feel for you, you would think there would be more understanding out there in this current climate wouldn't you?

I keep my fingers crossed for you hun.
Good luck.:AXXXX

SeaThreePeeO

This time is was expected and DH recognised the winding down of the company before they swooped in and closed stores and made people redundant in some cases with less the 24 hours notice. DH has been applying for jobs for the last two months, but due to application closing times he's only getting the interviews now.

We're again having to deal with The Insolvancy Service (which is a bit annoying as the company isn't insolvant). Last time it took around 4 weeks for him to get his wages and notice pay.

No one we speak to in regards of owing money seem to understand that we have to claim for his wages for this month and it could take between 4 and 8 weeks.

I also care full time for my autistic daughter. We've recently been granted respite care 3 hours a fortnight. Have you thought about contacting the Disabled Childrens Department of you local Social Services? They have funds available to help families in need. They helped us out buying food the first time DH was made redundant.

di3004

SeaThreePeeO wrote: »

This time is was expected and DH recognised the winding down of the company before they swooped in and closed stores and made people redundant in some cases with less the 24 hours notice. DH has been applying for jobs for the last two months, but due to application closing times he's only getting the interviews now.

We're again having to deal with The Insolvancy Service (which is a bit annoying as the company isn't insolvant). Last time it took around 4 weeks for him to get his wages and notice pay.

No one we speak to in regards of owing money seem to understand that we have to claim for his wages for this month and it could take between 4 and 8 weeks.

I also care full time for my autistic daughter. We've recently been granted respite care 3 hours a fortnight. Have you thought about contacting the Disabled Childrens Department of you local Social Services? They have funds available to help families in need. They helped us out buying food the first time DH was made redundant.

Wow, we do have a great deal in common don't we?

So sorry your having to go through all the insolvency as well, its a difficult time I know that....., it was about 3 months before hubby recieved the first part of his payment.
And because of the xmas period it taken longer for the JSA to sort out as well unfortunately, and your so right they do not understand.

My son has a social worker and because of his extreme anxieties we also had to take him out of school, it taken years to try, however he is 14 now, in regards of respite he would not have it, they have tried and tried, they said he was very complexed.
I do though have a severe autistic brother he is 44 now bless him, so used to growing up with this, but as you know as much as we love them, a break is much needed isn't it, then we like yourself get all this hassle from these finance companies.......
I did not know about the food funds though they have not made me aware of any of this.

We live in Wales, are they all the same I wonder?

I am applying for Family fund for him as well, should have done this ages ago, but not got round to dealing with it.

You've been amazing hun, thanks for all this.:AXXX

SeaThreePeeO

You're most welcome! I don't know what the rules are regarding SS in Wales, but it doesn't hurt to ask.

The Family Fund are brilliant, but as you can imagine snowed under with applications so it takes a while to get everything. You can apply once a year to the family fund. Just remember to keep receipts as they may ask to look at them if you apply again.

di3004

SeaThreePeeO wrote: »

You're most welcome! I don't know what the rules are regarding SS in Wales, but it doesn't hurt to ask.

The Family Fund are brilliant, but as you can imagine snowed under with applications so it takes a while to get everything. You can apply once a year to the family fund. Just remember to keep receipts as they may ask to look at them if you apply again.

Thanks so much again hun.:A
Will check this out, think his SW is due to visit the next week or 2.;)

Yes I heard that it can take a while in regards of family fund, so will crack on with that one then, cheers, I shall let you know how we get on.

Hope everything goes well for you.:A
Di
XXXXXX

10past6

Hi Di

di3004 wrote: »

but you taken my autistic son's DLA

Can I just clarify, you're not paying them a penny out of any DLA are you?

Any disability premiums, DLA, In Cap. Carers etc. that are awarded for assistance for illness and or disability are legally not allowed to be included as part of your income, and need not therefore be mentioned to anyone

SeaThreePeeO

Is that true 10past6 as the CCCS have taken into account my daughter DLA and my careers allowance when setting up our DMP? In fact it is my daughter's DLA that is paying for our DMP

10past6

SeaThreePeeO wrote: »

Is that true 10past6 as the CCCS have taken into account my daughter DLA and my careers allowance when setting up our DMP? In fact it is my daughter's DLA that is paying for our DMP

Those benefits I've listed above are NOT to be used towards any debt payment, CCCS / Creditors are aware of this, if there not, they dam well need to do some research.

Those types of benefits are to be used for the sole purpose in which they are paid.