'I lost my rag in a Lloyds TSB branch' blog discussion

timbo58

timbo58 wrote: »

Im paraphrasing my own post from elsewhere but since it's much more relevant here: I'll post it!

Apart from the problems I've had with Halifax credit card applications recently (noted elsewhere in these forums) I also opened a current account with them 2 months ago:

1.They have f**ked up my loan (ironically with themselves) twice in two months (i.e. 100% failure rate!) causing me to pay late the first time and incur a charge (which they revoked after I complained) and this month they took the money from my employers account and not mine! (they had the account details as this is the account I get paid from) -They even inferred I had set up the DD online! (bullsh*t as I left all the DDs/So's to them, I hadn't even set up my own internet banking at that time).
How embarrassing was that!
2.I also found out today they hadn't set up or paid my BT bill either.
3.After checking my online banking tonight they still haven't fixed up the loan DD properly either.

I think enough is enough: thank god I hadn't got round to closing my previous natwest current account as I have written a stinking letter to Halifax and given them 2 weeks to reply with a satisfactory reply (ie a large amount of cash and a grovelly apology), otherwise it'll be goodbye current account, savings account, credit card and mortgage (I'm just buying another house) and a letter to the financial ombudsman etc.

I am afraid it's like Martin Lewis says: they don't give us any 'loyalty': don't give them any either!

If they screw up more than once it's about time you tell them you're considering going elsewhere and then do it if they don't make amends very swiftly: the more people who leave them after f**k ups the less f**k ups they'll make in the long term.

lo! and behold! a telephone apology this afternoon and promises of sorting it all out............
pah.
£25 also offered as a goodwill gesture...........
I am afraid I thanked her for the call but turned down the £25 as inadequate, a letter of apology admitting none of this was my fault is on it's way and a much better 'gesture' will now be considered apparantly.
The credit card was offered after my complaint (0% for 13 months this time) -I turned it down (for now) as I might have sold my house and won't need it.

Let's see what I get offered: I still have my old CC open with natwest so it's no big deal to close all the halifax accounts if I'm still unhappy, and I WILL send a letter to the financial ombudsman if the 'gesture' isn't big enough to placate.

A nice polite but firm letter of complaint often focuses the mind, even of larger banks clearly!

andy69_2

No offence but why are you banking with them if they are so bad?

timbo58

only joined 2 months ago: long story short: I had a shared mortgage my ex had threatened to default on: as the mortgage was with halifax it was suggested I move my account there as then any funds would clear into the 'defaulted' account sooner than they would if I had a current account elsewhere.
I'm loathe to change it all again but I will if they don't make some more serious amends to be honest.
Taking the money from my employers bank w/o permission after everything else is too much of a serious F**k up for me to ignore.

climbintheladderouttadebt

July 09 Lloyds TSB credit card services messed up my payment over the phone & cleared my (A&L) current account. No-one could seem to get the money back for me, even after a special trip to my local branch. I'm not particularly well-off and although I could afford payments at the time, I was struggling a little. Lloyds mistake caused a lot of trouble with bills/fees etc. and Lloyds were slow at paying out to cover the costs involved.
They demanded an inflated minimum payment the following month (late fees etc) which I immediately disputed. I finally got the £66 they added onto my account last month (yep, more than 12 months after their mistake!) but am left with a default on my credit report which I shouldn't have received. I'm now going to the FOS as I am disgusted with the lack of response from Lloyds. They are trully abysmal!

davidgmmafan

This thread and the Santander reports here and elsewhere make one thing clear, banks are just shocking at sorting things out. People don't want compensation, that only becomes a consideration when they've tried and failed to sort it out many times.

If they just ensured that staff were empowered to put things right first time they'd save a fortune.

timbo58

timbo58 wrote: »

lo! and behold! a telephone apology this afternoon and promises of sorting it all out............
pah.
£25 also offered as a goodwill gesture...........quote snipped

So this week and another letter admitting all of this was their fault & apologising which was nice, although they did make a big point about not agreeing entirely with my complaints as I'd also mentioned a BT direct debit they'd failed to sort also as apparently this was BTs fault (so Halifax didn't tell me and let BT then chase me with default letters!)
They apologised for taking money from my companies business account (bearing in mind I am a small company director, so this was VERY embarrassing and could have been potentially disciplinary) and said they recognised the amount of time I'd had to spend sorting out problems of their making.
They then said they'd credited £50 to my account, despite me making my feelings quite clear the week before when they'd offered £25 and I'd turned it down.

Not good enough, I've written back stating so, saying since they needed 'a figure' and bearing in mind the very severe f**k ups they admitted that they had made then they should consider £200 to be nearer the mark, if they actually wished seriously to placate me.

I doubt very much I'll get it but they've got until mid next week or I'll pass the matter onto the FOS as this is ridiculous.

(Yes, that sounds a little greedy perhaps until you understand that £50 is simply not enough to compensate me for the time used on a very busy Monday morning or stress caused in sorting out what were very fundamental and potentially damaging errors made not once but twice in the 2 months they had control over my current account, I would also like to think the FOS will take this very seriously, so the Halifax not sorting this out when they have the opportunity is pretty stupid IMHO).

I am expecting a cheque IRO £40K from my house split very soon so that is going into my old Natwest current account and I'll pop into the local Halifax branch and hand over my cheque book & card and close the account, & pay off the halifax loan I've had for years also.
Typical really: as the staff in the branch are great: very helpful, but their head office, customer care and credit card departments suck big time.

timbo58

Just to finalise this:
Halifax refused to consider any more and felt £50 was more than adequate.

I have forwarded the complaint to the FOS and will close all of my accounts with Halifax asap (redirecting wages today).
Perhaps If I hadn't given the Halifax £tens of thousands in mortgage payments, loan payments and current account business I wouldn't feel so aggreived, but to offhandedly throw £50 into my account and expect me to be grateful or at least happier is insulting.:mad:

£50 doesn't even cover the 3 hours loss of work, let alone the sheer hassle.

My advice: the staff in Branch are great but don't expect anything more than to be treated disdainfully by halifax customer care or credit cards for that matter: AVOID this bank.

y0palm

Martin you must of went in on an off day because our service has to be excellent because that's how we're rewarded, not through or sales performance.

Me for example if I recognise someone then I will say, are you... This way you are showing an interest and you build a repore with the customer.

Valli

y0palm wrote: »

Martin you must of went in on an off day because our service has to be excellent because that's how we're rewarded, not through or sales performance.

Me for example if I recognise someone then I will say, are you... This way you are showing an interest and you build a repore with the customer.

The thread to which you are replying is 3 years old.

If you truly are a Lloyds TSB employee and you all have to give excellent service then there shouldn't BE any 'off days'.

I don't want a repore [sic] with bank staff; a rapport is not indicative of good service anyway; I just want good service!

wullie78

I logged a complaint with the bank yesterday as I had a problem with my card not working I got a call back today from the complaints team and every time I spoke she asked me to repeat myself where I took offence of this because im Scottish and she was English we both speak the same language I asked to speak to a manager and over several occasions she refused then hang up I phoned again and asked to speak to the manager when I could here him in the background shoutin terminate this is a terrible way to treat a customer