Lloyds compensate for my time?

GreenSheep

Hello

I've had a rather stressful few months with Lloyds and have spent many hours on the phone trying to sort it out.
It was a mistake that was made by their telephone banking team and they have admitted they were at fault.

I rung to pay my credit card off from my current account and they took money from my ISA instead.
I rung to complain, they said they would refund it back and I queeried that I didn't think the ISA would accept the refund as I'd paid in up to my limit. I also wanted assurance that I wouldn't get the 90 interest fine for taking money out.
I was told all would be fine and the money would be back in 7 days.
Seven days later and still no money back.
I ring again and I'm told they meant 7 working days so give it another 3 days.
Three days later and still no money.
I make a complaint and it gets given a higher priority. I speak to the 'Customer Service Recovery' team who sort it all out in 2 days.
Money is now back in my ISA, apparently the interest fine have been removed, my credit card has been paid correctly from my current account, etc. This is the 2nd December.

All is well... or so I thought....

I rung the phone line today to check my current account balance and the money they put back into my ISA has been transfered back to my current account on January 22nd.
I rung checked the balance on my ISA and yes, money has been deduced to my current account.
I phoned again and spoke to an advisor who couldn't tell me why the money had been removed and couldn't really help.
He's asked me to phone back tomorrow and speak to the 'Customer Service Recovery' lot again.
My assumption is they didn't clear my ISA limit correctly, they have done some sort of audit, it has flagged up I've paid in over the ISA limit, they've refunded me the payment. This is just my educated guess.

I'm not really a complainer and was just happy orginally to get this sorted first time around but I'm getting a bit fed up now.
I must have spent £10 on phone calls now and if I chuck in my hourly rate it will be up over the value of the money that I'm chasing (just over £400).

Am I able to persue them refunding my phonecall and/or compensating my time? Are they likely to do this?
I have over £20k in savings with them (which I'm going to be shifting when they all mature anyway); is it worth suggesting I will be taking this with me soon?
How would you word this complaint? Should I complain while they are sorting the problem or as a seperate issue after?
I understand the issue will be sorted by the 'Customer Service Recovery' lot which are like the 'elite' sorters from what the chap on the phone told me. Should I complain to them while I have the chance as they will have most weight?

Also, are they allowed to take money out of my account without my permission?

Cheers,

GreenSheep (newb complainer)

Gerrard_8_lfc

If you are chasing £400 is that compensation ?

If so £400 seems rather optimistic IMO.

GreenSheep

No. £400 is the amount that is now missing from my ISA. I meant the interest on that £400. Sorry I wasn't clear.

Either way, I have spent a good 15 hours chasing this in one form or another (branch visits, phone, emails, etc).
If I added my time at the hourly rate I work for and assuming I will have to spend this 15 hours again, it is well over £400! That is wishful thinking!

I just want to know how you would bring up the complaint with a view to getting some money off them?
My friend says I should ask 'what gesture of goodwill is Lloyds going to giving me?' when on the phone as then I'm sort of saying I expect it and it leaves the ball in their court. Rather than just asking if I will get goodwill which they can turn down.
Like I say, I was happy originally that I just had my money back, now I'm fed up that I'm just as I was at the begining.

Worst still I have a week off now and I'll spend the whole time chasing, thinking about or worrying about this.

Thanks for the response.

Gerrard_8_lfc

Im in dispute with HBOS over PPI and have been for nearly 2 years (Them and my lawyer are just going no where.)

What I will be doing is submitting a complaint as soon as this saga is over so things don't get complicated anymore.

The problem with big companies is the right hand dosent know what the left is doing. So my advice would be leave it and then submit a complaint referencing the poor service you have recieved and expense it has cost you.

GreenSheep

Ok. I'll leave it for now and complain once it is all sorted.

I completely understand the left and right hand concept. The problem with this involving all three types of accounts; ISA, current account and credit card is none of them know what the others are doing.

I've had the ISA people saying they couldn't accept a return without being asked to temperarily up my limit, the credit card people telling me they never normally have to contact the people that manage the accounts they refund to, my current account people not knowing anything about anything and just reading notes they dont really understand from the system in front of them.
I was so glad lasttime when eventually someone in the 'elite' team just took ownership of the problem and sorted it for me.

Thanks for the advise and good luck with your case.

dc110

Memory a bit sketchy but I believe Financial Ombudsman would look at a figure of NOT MORE than £10 an hour if they were awarding compensation.

Hadley

I love Lloyds phone banking they allowed a criminal to change the address on our account and then they allowed this person to clear out not only our current account but also our savings account.They allowed this person to do this without asking any secruity question whatsoever.Also we had our household insurance with them so they changed the address on that as well and sent them our policy which detailed everything we were insured for.They never said sorry or anything the fraud sqaud were called but we were never told what had happened.

ithinkyourcrazy

GreenSheep wrote: »

Hello

I've had a rather stressful few months with Lloyds and have spent many hours on the phone trying to sort it out.
It was a mistake that was made by their telephone banking team and they have admitted they were at fault.

I rung to pay my credit card off from my current account and they took money from my ISA instead.
I rung to complain, they said they would refund it back and I queeried that I didn't think the ISA would accept the refund as I'd paid in up to my limit. I also wanted assurance that I wouldn't get the 90 interest fine for taking money out.
I was told all would be fine and the money would be back in 7 days.
Seven days later and still no money back.
I ring again and I'm told they meant 7 working days so give it another 3 days.
Three days later and still no money.
I make a complaint and it gets given a higher priority. I speak to the 'Customer Service Recovery' team who sort it all out in 2 days.
Money is now back in my ISA, apparently the interest fine have been removed, my credit card has been paid correctly from my current account, etc. This is the 2nd December.

All is well... or so I thought....

I rung the phone line today to check my current account balance and the money they put back into my ISA has been transfered back to my current account on January 22nd.
I rung checked the balance on my ISA and yes, money has been deduced to my current account.
I phoned again and spoke to an advisor who couldn't tell me why the money had been removed and couldn't really help.
He's asked me to phone back tomorrow and speak to the 'Customer Service Recovery' lot again.
My assumption is they didn't clear my ISA limit correctly, they have done some sort of audit, it has flagged up I've paid in over the ISA limit, they've refunded me the payment. This is just my educated guess.

I'm not really a complainer and was just happy orginally to get this sorted first time around but I'm getting a bit fed up now.
I must have spent £10 on phone calls now and if I chuck in my hourly rate it will be up over the value of the money that I'm chasing (just over £400).

Am I able to persue them refunding my phonecall and/or compensating my time? Are they likely to do this?
I have over £20k in savings with them (which I'm going to be shifting when they all mature anyway); is it worth suggesting I will be taking this with me soon?
How would you word this complaint? Should I complain while they are sorting the problem or as a seperate issue after?
I understand the issue will be sorted by the 'Customer Service Recovery' lot which are like the 'elite' sorters from what the chap on the phone told me. Should I complain to them while I have the chance as they will have most weight?

Also, are they allowed to take money out of my account without my permission?

Cheers,

GreenSheep (newb complainer)

Do you not have Lloyds internet banking? You can pay your Lloyds credit card bill directly out of the current account. takes about two days for payment to process.

sagalout1954

When dealing with certain organisations (Lloyds being one of them), I habitually note exact date, time and who I spoke to. If the problem isn't resolved either quickly enough or accurately I don't leave it at just ringing again and again - I write as well saying it is a formal complaint then I lay out exactly what's happened with all my specific info. At least that way they must follow their own complaints policy/procedures rather than shunting me from pillar to post indefinitely.

I round the letter off by saying they can compensate me for my time, telephone calls and the necessity to write, and I will expect my account to be credited accordingly (or with £££). Don't be greedy though, it isn't about grabbing an easy buck or two, my point is that they would charge me if they had to spend time sorting out a mess of my making so I'll be doing the same to them.

GreenSheep

i asked for a goodwill payment and it was in my current account almost immediately.

i've never complained like that before and i wasn't really after any money, atleast not to start with. i just expect that if I allow a bank to lend my money out, i want problems solved quickly and correctly.

i'm quite happy with how it has all turned out.
i've asked for a written account of what actually happened to my account and what will be done to stop it happening again - apparently this is in the post (i wont be picking up my post for a while so i'll have to wait and see).
as i assumed at the begining; it was the limit had not been upped after the orginal correction and then an 'audit' flagging me up as an over-subscription.
i'm looking forward to my account maturing in april and completely leaving Lloyds.

thanks for all the advise.