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Lloydstsb Airmiles Duo admit they have problems
Traderman_2
Posts: 1 Newbie
in Credit cards
I made a payment via Lloyds internet banking to my Airmiles Duo account a few months ago for quite a substantial amount to reduce the balance and avoid interest. Luckily, I checked my credit card statement and found that the money had not arrived. The money had been taken out of my current account though.
It seems (according to Lloydstsb customer services) that they have a new system and some payments are lost in their words "in a black hole". The problems relate to where a card had been replaced in between payments etc. or a digit in a reference number is out. Previously the system trapped these payments.
This was 10 weeks ago and after 6 hours on the phone (at 0845 rates) to internet banking and card services, I am now in the hands of the "Recovery" team. According to them, senior managers at internet services are talking to senior managers at card services and a decision is going to be made as to who pays the money back to those clients affected and how much!
Having tried to lodge a complaint months ago, I found one of the customer services representatives had actually lied to me, not lodged the complaint and closed the incident and while I was sitting waiting and fuming for weeks, nothing was happening.
The incredible frustration for me is that Lloyds have got my money, they admit they have my money, they admit they are at fault but won't give me it back. No one is able to say how long this process will take. I want my money back!
I am going to lodge a complaint with the ombudsman, but have to let them have their 8 weeks to deal with it. What worries me is that there could be thousands of people who do not check their statements as closely as me who have had their money go into the "black hole" too.
Has anyone else on this board been affected? The whole incident has exposed how poor the customer support is where an incident is outside the ones that they have as options on their screens. The whole mess has been very poorly handled by Lloyds and I have been lied to and fobbed off on numerous occasions. At every point I was refused access to a person more senior than the person answering the phone even though the solution was way out of the competence of the representative on the phone.
It seems (according to Lloydstsb customer services) that they have a new system and some payments are lost in their words "in a black hole". The problems relate to where a card had been replaced in between payments etc. or a digit in a reference number is out. Previously the system trapped these payments.
This was 10 weeks ago and after 6 hours on the phone (at 0845 rates) to internet banking and card services, I am now in the hands of the "Recovery" team. According to them, senior managers at internet services are talking to senior managers at card services and a decision is going to be made as to who pays the money back to those clients affected and how much!
Having tried to lodge a complaint months ago, I found one of the customer services representatives had actually lied to me, not lodged the complaint and closed the incident and while I was sitting waiting and fuming for weeks, nothing was happening.
The incredible frustration for me is that Lloyds have got my money, they admit they have my money, they admit they are at fault but won't give me it back. No one is able to say how long this process will take. I want my money back!
I am going to lodge a complaint with the ombudsman, but have to let them have their 8 weeks to deal with it. What worries me is that there could be thousands of people who do not check their statements as closely as me who have had their money go into the "black hole" too.
Has anyone else on this board been affected? The whole incident has exposed how poor the customer support is where an incident is outside the ones that they have as options on their screens. The whole mess has been very poorly handled by Lloyds and I have been lied to and fobbed off on numerous occasions. At every point I was refused access to a person more senior than the person answering the phone even though the solution was way out of the competence of the representative on the phone.
0
Comments
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Sorry to hear about your problem - this may explain my vanishing Air Miles (see my post of 23rd October).It's only rock 'n' roll ...0
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