Bank lost a cash payment I paid in branch onto my credit card

WisdomPowers

Any help anybody has to offer on this would be hugely appreciated.

On the 19th of May I made a cash payment in branch of £400 onto my credit card. It should have gone on immediately, but didn't. I phoned card services and went into branch the next working day, showing the receipt I'd been issued on the 19th when I paid the £400 in. The branch manager accepted the error was on their part and confirmed that the cashier had entered the wrong card number onto the system and thats why I hadn't received the £400.

To cut a long story short, I still have not received the money onto my card. Everytime I go into branch I get told card services need to deal with the issue and everytime I phone card services they say branch need to. I've been given numerous deadlines which have never been met and the most recent news from the branch manager is that she doesn't know when I will get it back, just that at some point, I will.

To take this to the FSA I understand I need an official complaint with lloyds which has existed for over 8 weeks and remains unresolved, but I find it frankly quite distgusting that they are allowed to make a mistake, leave me in financial hardship for such a period of time and not suffer any loss, where lets say it was my banking mistake I'd be coughing up £30 a day for 'going over my authorised overdraft limit'.

Tomorrow I will be requesting a deadline from the branch manager and his boss' contact details, should he fail to meet the deadline he's set (or fail to give me one), I can escalate this further up the ranks.

Any other help, advice or ideas?

Lokolo

You can only escalate once it has been 8 weeks. No if's, no butt's. 8 weeks.

If you can prove the number of times you have had to phone services you can claim expenses back from that.

write to Customer Service Recovery Centre, General Banking, Lloyds TSB, 2 Brindleyplace, Birmingham, B1 2AB.

WisdomPowers

By escalate it further I mean through the bank itself. I'm assuming I can contact his boss regarding simply the poor service I've been given. I figured getting in touch with someone higher up may help put some pressure on the people dealing with the issue and hopefully get it sorted within 8 weeks and avoid having to contact the FSA.

Thanks for the link I wondering about expenses - my local branch is quite a trek, might try and add petrol costs onto that aswell.

WisdomPowers

and thanks for your quick reply!

opinions4u

WisdomPowers wrote: »

To take this to the FSA I understand I need an official complaint with lloyds which has existed for over 8 weeks and remains unresolved

I'd say you have already expressed you dis-satisfaction when you highlighted the original error to them. The 8 weeks started at that stage.

Don't pursue a complaint via the FSA though, as they don't deal with complaints.

First of all flag it up with the address Lokolo has given you above and request resolution within a reasonable timescale (e.g. 2 weeks).

By resolution, I'd suggest putting you back in the position you should have been in (e.g. credit card payment made, all interest/fees charged removed and any derogatory impact on your credit file removed) and also compensating you for the time and effort you have put in to trying to sort this out. Perhaps £50 sounds reasonable.

If this fails to get the result you want, you can take your complaint to the FOS (Financial Ombudsman Service) once you have received a letter of deadlock from the bank, or when 8 weeks for your initial expression of dis-satisfaction was made.

but I find it frankly quite distgusting that they are allowed to make a mistake, leave me in financial hardship for such a period of time and not suffer any loss, where lets say it was my banking mistake I'd be coughing up £30 a day for 'going over my authorised overdraft limit'.

Human beings make mistakes. I agree that you should be compensated. Usually, if you don't ask, you don't get. So name your (reasonable) price and see what response you get!

Lokolo

WisdomPowers wrote: »

By escalate it further I mean through the bank itself. I'm assuming I can contact his boss regarding simply the poor service I've been given. I figured getting in touch with someone higher up may help put some pressure on the people dealing with the issue and hopefully get it sorted within 8 weeks and avoid having to contact the FSA.

Thanks for the link I wondering about expenses - my local branch is quite a trek, might try and add petrol costs onto that aswell.

Sent it recorded

WisdomPowers

Smashing! Cheers for the help on this! Hopefully be reunited with ma mahoneyz soon!