Very Very Very Angry! The 3rd and (hopefully) final installment of this gripping saga

kuohu

On balance, it does sound to me that Lloyds sorted out the problem as quickly as possible once you brought it to their attention.

Aside from the uselessness of staff in indian call centres, your only sticking point for calling them 'appalling' seems to be the op who at the time couldn't see why your overdraft had disappeared and perhaps guessed at the 'getting you to call them' thing.

And calling the first person who made the mistake an idiot is perhaps a bit harsh. She probably just ticked the wrong box on a computer screen.

Still, you've got it off your chest and Lloyds have sorted the problems, so all's well that ends well.

Mirtos

You're not going to believe this - they've only gone and done EXACTLY the same thing again!!!Do I have bad Karma????

gallygirl

:rotfl: :rotfl: :rotfl: :rotfl: :rotfl:

Sorry, I know you're really annoyed about this, I would be absolutely LIVID, still, maybe lipidicman will agree with you this time!!!!!!

Hope they sort it out as quickly as last time!

Change of banks on the cards as soon as debt free methinks!!!!!!

Ali-OK

Oh no! I vote Lloyds to be up there with Next "we've never been asked before to close an account - we don't do that" :rotfl:

Sounds like another phone call, backed up with another complaint letter. But how annoying :mad:

In_Search_Of_Me

ok breathe....feel quite stressed just reading ths posts & also wonder whether I'm on another planet where people say lloys online banking is good?!! I regretfully changed to Lloyds (from first direct who were fab & did have instant internet transactions unlike lloyds that seems to take days to reflect on my account)...the set up of the account was such a total !!!! up that I almost changed immediately (took 2 1/2 months to sort DDMs which meant I got numerous where are our money letters - just what was needed), also got the call centre experiences which I wouldnt mind if people knowe, anywhere, what they were talking about....now know my bank manager by name (he sent me flowers...) & just speak to him direct but any major !!!! ups again & I'll go back to F/D! (only transferred cos CCCS said should but crisis over now). As for posts about bad money management tell us something we dont know. A bit like telling an alcoholic they shoudn't drink & not hugely helpful for someone who has already had a bad day as it is...hugs mirtos!

sammy115

Conrad wrote:

We all know Banks make mistakes, so we all should plan for this expectation.
I always get everything in writing from a Bank. Its amazing how many times this has proved vital when it comes to the inevitable !!!! - ups.

It isn't just poor organisational skills that get us DFW in a mess. I earned some money freelance and paid it into my Llodys TSB business account. I didn't know my account number and the girl on the counter very kindly looked it up and paid it into my account for me. When I tried to draw on the money I was told the account was closed, due to unuse.

Three weeks plus later I AM STILL WAITING FOR MY BLOODY MONEY!
Whats even better they are going to send me a cheque so I can start all over again. I can't get through to anyone with answers - they have to send an email to someone to call me back but no-one ever does.

I have put in an official complaint to them and they have written back saying it will take them two weeks to look into the matter. They got my name wrong too

Mirtos

Thanks Fishface. Am debating changing to 1st direct - do you think I should? Sammy, I'm so sorry to hear they've been so rubbish. HAve you thought of going in to the branch first thing in the morning and refusing to leave until the matter is sorted? In the past, I have found that this can work wonders

Mirtos

Ok, so I was so angry, I sent this letter (please excuse screwy formatting):
Lloyds TSB Bank plc
BX11LT
Tuesday 18th July 2006
Dear Sir/Madam,
ACCOUNT NUMBER: XXXXXXX
My complaint.
Over the past month or so, I have begun to systematically repay my overdraft and reduce the borrowing limit. On two occasions now, my request to lower the limit but maintain the ‘ongoing’ nature of the overdraft facility has been agreed and my instructions carried out and the necessary paperwork sent out to me, only for me to discover after a few days that the overdraft facility had been removed without any warning and that standing orders and direct debits had been returned as a result, incurring punitive charges.The first instance occurred on Monday 3rd July 2006, after I had lowered the limit on the preceding Friday 30th June. As soon as I discovered the problem, I telephoned Lloyds, and spoke to Vikram, who (after I had explained myself several times due to his insubstantial grasp of UK English) eventually put me through to Debbie in personal accounts. Debbie informed me that indeed, I had had an overdraft facility, but since Friday, this had only been a temporary measure - she said that it had probably been closed because I “spent too much time in my overdraft”, and so Lloyds had closed it “to get me to call in”. At no point in the recent past had Lloyds attempted to contact me on any matter, and as the unfortunate situation had arisen through me attempting to pay off my overdraft, I strongly resent Debbie’s comments and aggressive attitude.After some investigation, it was discovered that the staff member I spoke to on Friday to lower my limit had indeed lowered it, but had accidentally selected ‘temporary’ instead of ‘ongoing’. To my disappointment, Debbie neither apologised for this mistake on Lloyds’ part nor for the distress that it caused me. Although eventually the situation was rectified and my overdraft reinstated, I was disgusted with the way I had been treated by Lloyds customer services personnel.Imagine my horror this morning therefore, when I discovered that the same thing had happened once again. Yesterday evening, I had received the paperwork for the newly lowered overdraft limit that I had requested on Friday 15th July, stating that it would be in place until July 1967. Obviously this was a typing error, but before I could telephone to correct it this morning, I discovered that the overdraft limit had disappeared entirely once again.Although Deborah Mxxx in personal accounts dealt with my distress excellently and rectified the situation as soon as possible, I am still disgusted by the lack of customer care Lloyds has exhibited in making the same mistake twice in so short a period.
My targets to resolve this matter.
I hope that you will enter into a sincere dialogue with me about this matter and I am writing this letter to you on the assumption that you will prefer to do this than merely respond with standard letters and leaflets.On two occasions, I was left unable to purchase my train ticket to get to work, and thus lost a day’s earnings. At my current rate of pay at £10.50/h, that amounts to £168. I suggest that you could resolve this matter positively by reimbursing me with this money, and sending a bunch of flowers/ box of chocolates and hand signed letter of apology to me to compensate for the distress caused to me because of Lloyds’ mistake and the time and money wasted on repeated phone calls.I would also like to suggest that you consider the possibility of instigating additional training sessions for your call centre staff in India and Asia, to improve the patchy grasp of English that has twice led to this mistake occurring.I would appreciate your consideration in replying to my letter with a personal response promptly or in any case no later than 30 days from the date of this letter.Having been a customer at Lloyds since childhood, I would like to reiterate how disappointed I am in the service that I have received and my hope that you will respond positively to this letter.
Yours faithfully,
Mirtos

Mirtos

And on Saturday, I received a letter agreeing to my demands and offering a cheque and box of chocolates as compensation! :dance: Just thought I'd share the love :T especially as they'll be giving me about £900 back in unlawful bank charges very very soon!

Mirtos

Oh, AND I paid off the OD this month, so now I am free of Lloyds forever if I so choose :dance: (apart from that credit card :doh:)