Lloyds TSb Overdraft issue

Robert_Roberston

Right Place?

I got a letter through early November saying it would be removed on 16th November, so I called up and went to see a personal banker who said totally fine, I'll remove the review date and leave it for a year - switched over my silver account to the joint account too at the same time.

Fast forward to the night of the 16th and the overdraft disappears and to date it's not returned Luckily I was paid on the Friday (18th) so it wasnt too much of an issue for money.

(16th) I went into branch and they called some woman - put some notes on the account and she said within 24 hours it'd be back active (£400) however I didnt an emergency overdraft or anything - and I'd be called.

(18th) I called up again via the call centre and another woman called back and said they were in negotiations to sort it and that charges would be resolved. I was given a branch number that to this date hasn't yet been answered. Said they'd update - nothing.

(22nd - Birthday!) Went into branch and spoke to the manager who spent 10 mins on the phone trying to sort it then said she had the number of a manager higher up who could sort i and would be on by the end of the day, again promised to call to resolve it and wanted to clear the charges too.

Nothing at all for 3 days then I decide yesterday (26th) enough's enough and start getting annoyed at the call centre - I've been very fair and reasonable and understand it's got to go through various people. I maintain I dont want to go through branch but they do then hang up and the branch tell me that 'we have some news!' they are just getting it sorted- can she call you in 30 minutes (12:30) - give my number (again) and set off to do some work, hear absolutely nothing.

Last night my wife couldn't sleep for worrying about money, we've nothing left, got two kids so tax credits has now gone as well on bills that I cover through my account / overdraft (planning to reduce it down monthly anyway) but the overdraft helps as some months money comes through mid month and then other projects may be paid end of the month so it just tides us over.

I am not interested in the rights and wrongs of my situation, black and white is that they said I'd have an overdraft and have spent 11 days faffing around doing whatever they are doing and failing every time to call me back.

Enough is enough now, especially with it keeping my wife awake with worry, I'm not generally a patient person and especially with incompetence and what is essentally flannel to get me off the phone. Even a call to say there was no news and they were sorting it out would be appreciated....

I've just been to the branch and got a bit annoyed stating it had been some time but the woman was rather rude to me and didnt really seem bothered,come back in 45 minutes etc.

So what would you advise my next steps to be? I've no money for petrol or anything

Appreciate it's a long post but I just wanted to get it all done, I was planning an email to the CEO of banking to try get some answers, it's worked in the past with other companies (BT ) and also getting the Ombusdman involved, I'm disgusted.

I'm setting up as a limited company and was going to set up my business account there - not anymore and in all likelihood will leave them totally now.

I know relying on overdrafts is poor and stuff, had they said we can do nothing about your overdraft then I'd have set up a temporary one then cut back on my extra credit card payments to stay above the red but they were intent that it would be fine.

I've now got direct debits coming out on the 28th and worried theyll be bounced as I have no money in the account, I just wish they'd been open and honest and I sitll have no idea where the overdraft is, if it will ever be put back on and tax credits have been spent too.

Any advice ?

jonesMUFCforever

I would take the hint - they don't want you to have an overdraft.
Branch manager would have phoned the personal lending dept to ask if you could have an overdraft or not - if they say no there is nobody higher to appeal to.

If I was you I would be going to another bank on Monday morning to open a new account (if they match your present overdraft).

Cash_Flow

jonesMUFCforever wrote: »

I would take the hint - they don't want you to have an overdraft.
Branch manager would have phoned the personal lending dept to ask if you could have an overdraft or not - if they say no there is nobody higher to appeal to.

If I was you I would be going to another bank on Monday morning to open a new account (if they match your present overdraft).

The OP has other options;)

http://www.lloydstsb.com/advice_and_guidance/dealing_with_difficulties/managing_debt/how_lloydstsb_can_help.asp

Robert_Roberston

Thanks for the advice and I (after 10 days) am coming around to that thought that yes I wont have an overdraft but I've been led to believe that were a number of issues that prevented this being put back on, my rating internally is strong and I can't understand why they wouldn't give me an overdraft but no it looks like I'm not going to get one.

Obviously there are arguments over misadvice and lack of communication that are for another day but I need to contact the business centre and get it sortred either way tomorrow - especially since I will likely need some emergency overdraft as I'm slightly overdrawn now without my overdraft (incorrectly told it would return).

Not good enough but I'll have to go through complaints then FSA if needs be.

jonesMUFCforever

Your first post is about a personal account now you want to contact the Business centre??

Robert_Roberston

It is a personal account - both mine and the joint are but recently I enquired about and set up a sole trader account for moving to a proper business account when I set up my limited company in a couple of months time.

Therefore my account now has business markers on and as such I need to go through them.

I should add that I've not even had the card or anything through with regard to the new account. The overdraft extension was done before the appointment to set up my new business account was even made!

Robert_Roberston

Update:

Overdraft approved on 22/11 after being initially withdrawn in error by the branch it appears (not extended but removed!) - however still no overdraft applied to the account due to some technical / system issue that has left me without the overdraft now for nearly two weeks. There is no news on when it will be applied, merely a senior maanger is looking into the issue?

Rupert_Bear

Robert_Roberston wrote: »

Update:

Overdraft approved on 22/11 after being initially withdrawn in error by the branch it appears (not extended but removed!) - however still no overdraft applied to the account due to some technical / system issue that has left me without the overdraft now for nearly two weeks. There is no news on when it will be applied, merely a senior maanger is looking into the issue?

Sorry but I think they are just spinning you a story.

iereboy

Right,

You have to go down the complaints line now.

The problem started when you went to that first adviser who said he'll put it on for a year who never did.

Identify the person at the branch by name if you can and name him in your complaints letter.

By now, you have racked up charges. Tell them you want the charges waivered as it is not your fault.

If you are not elgibile for an overdraft, the call centre CANNOT give you one. However, if you are in financial difficulties, they may give you a temporary one. You have to contact the Customer Support Unit. Ring phone bank and tell them to put you through the customer support unit. They'll put a temporary overdraft on if they can.

Remember, the key here is try to get the guy's name who said he'll do it in the first place. He is the cause of the charges. If he couldn't give it to you in the first place, why lie?

Good luck mate. Any problems with financial difficulties ring CSU - they can do magic!

Rupert_Bear

The OP can complain the way the matter has been handled but Lloyds definately do not trust him with an overdraft. They should be honest with him.

Robert_Roberston

Rupert_Bear wrote: »

The OP can complain the way the matter has been handled but Lloyds definately do not trust him with an overdraft. They should be honest with him.

Hi, just to up an old thread, I eventually got the overdraft put back on on 26th November as they admitted fault, I got through to my relationship manager who informed the issue was I'd opened a new business account and because that was put on at the same time as the overdraft was closed, it reset something on their system which meant I was treated as a new customer and it would be 6 weeks before it would be re-approved.

The business account was closed and then the overdraft was put back on, on the 25th November - all charges were waived.

I'm composing a letter of complaint now to ensure that there is some element of learning from this situation, the amount of phone calls / time I had to spend in branch being told the same thing, it took me calling the relationship manager to get an answer and he expressed surprise that no one had contacted him about the issue.