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

pukkamum

I once had to change my contact details at the woolwich, i went in with new address details, only i couldn't change them because i had no ID.
She said i could only use a passport or a drving licence.
I told her i didn't drive and i had never been abroad.

Ok a benefit letter then.

Er i'm not on any benefits.

You can't change it then!
Finally got it sorted by getting them to change statement dates to yearly and then waiting til it utrned into barclays and giving new address as part of swap over.

Happened again the other week, went into barclays to sort the loan.
Turns out my ID has never been 'verified' so can't have loan, (bearing in mind it's verified enough for me to withdraw cash, have overdraft etc)

Ok what do you need driving licence, passport benefit letter.

I have none of these.

Many conversations with manager comes back, has to phone someone. She goes through list of benefits as if i had 'forgot' i got them.

How about child tax credit i say.
More phone calls, has it got an amount on, er no it's my renewal form but it's got my name address national insurance number etc. what difference does it make?

Oh no man on phone says can only use it if it has amounts you recieving on it!!!! AAAAAAARRRRRRRGGGGGGHHHHHHH

I'm still not 'verified' clearly they have no idea that i am who i say i am yet i continue to deposit and withdraw money at will!!!!!!!!!!

Barnetbear

DAVIDGORDONORR wrote: »

Lucky you. However you may be able to help. I applied on 02/02/2010. The morons yesterday told me it only applied between April 2010 and June 2010. Can you contradict their nonsense?
Thanks David O.

I can't remember when it was, it might've been April. The welcome letter has no date on it from them. The thing is, they probably ran several different offers. I don't think I know of a way you can sort this out if they won't co-operate, a similar thing happened to an ex of mine with a different bank. To this day, years later, she still moans about it.

Rupert_Bear

loracan1 wrote: »

Interesting array of comments about LloydsTSB. I'm almost ashamed to admit I bank with them. Have had an account of some description with them for the last 40 years or so. I've not always been happy with them and have had other accounts with other banks yet at present it is just them I bank with (partly due to finding out about their advantage account via this site).

It's years since I had any issue with their customer service or products.

If you are not happy you always know where the exit is. I have been with them for a long time and find them brilliant and unlike so many customers I make my requests clear. I do not write post dated cheques and do not breach terms and conditions.

wildthing01

don't mean this in a horrible way, but i'm glad to hear even the moneysavingexpert has hassles with customer service - i just thought i was particulalry ineffectual at dealing with them, and the endless round of being told i need to speak to someone else. i usually just start crying in frustration and then put the phone down. good idea to demand to use the phone in the branch, as often you end up being piggy in the middle, with the help centre telling you you need to go into the shop/branch, and the branch telling you you need to speak to the help centre. at least in the branch you can make them speak to each other direct!

wildthing01

pukkamum wrote: »

I once had to change my contact details at the woolwich, i went in with new address details, only i couldn't change them because i had no ID.
She said i could only use a passport or a drving licence.
I told her i didn't drive and i had never been abroad.

Ok a benefit letter then.

Er i'm not on any benefits.

You can't change it then!
Finally got it sorted by getting them to change statement dates to yearly and then waiting til it utrned into barclays and giving new address as part of swap over.

Happened again the other week, went into barclays to sort the loan.
Turns out my ID has never been 'verified' so can't have loan, (bearing in mind it's verified enough for me to withdraw cash, have overdraft etc)

Ok what do you need driving licence, passport benefit letter.

I have none of these.

Many conversations with manager comes back, has to phone someone. She goes through list of benefits as if i had 'forgot' i got them.

How about child tax credit i say.
More phone calls, has it got an amount on, er no it's my renewal form but it's got my name address national insurance number etc. what difference does it make?

Oh no man on phone says can only use it if it has amounts you recieving on it!!!! AAAAAAARRRRRRRGGGGGGHHHHHHH

I'm still not 'verified' clearly they have no idea that i am who i say i am yet i continue to deposit and withdraw money at will!!!!!!!!!!

this reminds me of the time BT thought thay had cut us off (it was actually the upstairs flat they had disconnected), and sent us a letter demanding we pay them to reconnect us. i phoned them (from the phone they said they had cut off), and told them we were still connected and so were not going to pay them the reconnection fee. the woman was adamant that the phone was cut off and would not believe me when i told her i was phoning from that phone ('you can't be - the computer says it's disconnected').

eventually, i said, well, in that case, if we have been cut off, you won't be charging me for any of the calls i've been making then,will you? strangely, soon after, i got a letter of apology and the reconnection fee was waived. unfortunately though, they did then send me a bill for the calls....

niamhirl

you can't be - the computer says it's disconnected.

I never fail to be amazed at the number of morons in customer services departments who have not grasped the simple concept that, if an idiot inputs incorrect information into the computer, the computer will still spout out that same incorrect information.
:mad:

fedupbankstaff

I am ashamed to say I work for the bank in question! Whilst I can understand some of your frustrations, please spare a thought for the members of staff who do try to provide good customer service,we are often just as frustrated with our 'procedures' and 'helplines' as the customers! We also get passed from pillar to post trying to resolve problems. I used to enjoy my job, priding myself on great customer service( my job title was once Welcome officer before they changed it to Personal Banker and introduced sales targets) There is no such thing as customer service for service sake anymore, it's all a means to an end, ALL staff no matter what their job title have sales targets which go up EVERY quarter without fail(What Credit Crunch?) We are told to deal with 'service issues' as quickly as possible if there are no sales 'opportunities'. I can spend an hour with someone who has come in to register a death, taking the time to deal sympathetically with their situation but I am told to do this in 15 minutes as it's a waste of 'selling' time. Most of the people I work with would leave if they could, myself included but unfortunately I have had no luck in securing another job yet - perhaps because I have too much experience to be brainwashed into another company's 'customer service' methods.
Rant over- if you have a complaint it is always best to put it in writing, there are then agreed timescales for resolution and this is the only way things will ever change, a problem sorted by branch staff is not recorded so the big bosses in their ivory towers will never know the volume of complaints we deal with on a daily basis.

gsddusty1

I have had similar problems in the past with Lloyds after 25 years of banking with them. I ended up closing all accounts with them but when I went in to close the accounts they told me I had to attend the branch where the sort code was for. I had moved and notified them two years previously and they made me queue for 40 mins to be told to drive 175 miles round trip to another branch to close account. I wouldn't touch them with a barge pole. I originally had a second current account with First Direct and absolutely no hassles. I moved everything to them and have been with them 5 years now and would recommend them to anyone. You can talk to a human being in a UK call centre 24 hours a day 365 days of year. Love them .
Going back to original post though Lloyds staff must be used to it as since leaving all I have heard are similar stories about their incompetance and total lack of interest in customer services.

MSE_Martin

David one of my team will send you a private message to try and help pls check your in box later

peterbaker

I think fedupbankstaff identifies the crux of the matter. Stay loose FUBS, the time for all right-thinkers will come again, eventually, if there is any justice in this world :beer: