Lloyds TSB Collections - So Frustrating

TheLostSheep

My recent reply...

Re: CR/HO/xxxxx - Airmiles Duo Credit Card (XXXXXXXX)

Dear Mr X,

Thank you for the prompt response to my complaint and consideration given to each point I had made in the original letter. Despite the reply and offer of £50.00 compensation, it is very disappointing that I am still not at all satisfied with the proposed resolution to this.

Since the original letter dated 23rd January 2011, there have been further examples of poor service by Lloyds TSB with regards the administration of the account. These are as follows:

• On my last statement dated 23rd January 2011, I have received a transaction titled ‘Billed Finance Charges’ on my account when it should have been ‘Interest’. Although I received a retrospective letter of apology to this, the fact this appeared wrongly on my statement in the first place worried me a great deal, given again I had made payment on time.
• I have received a credit card statement telling me that my payment date is the 17th of each month still. This contradicts being told in writing by you and the phone staff that it is now the 1st of each month. I have paid £200 as agreed, but have no confidence that come the middle of the month a further attempt will be made by Lloyds TSB to take funds.
• I also received a letter dated 21st January 2011 informing me that my credit card limit had been reduced to £14,350. I was of the understanding that the account was closed and the repayment arrangement was in place. I don’t want to have access to anymore credit on this account. All I want to do is pay off the debt. I find it strange that such changes are being made, when I am trying my hardest to clear the debt.

I shall now make further reference to the letter I received from Lloyds TSB in relation to my complaint. I appreciate that there has been consideration to my concerns, but with many of the issues raised, there is not sufficient evidence that Lloyds TSB accept responsibility for what has been a catalogue of mistakes. I’d like to address each of the points you replied to in turn.

• Does Lloyds TSB accept that there have been mistakes made in the handling of the account? What examples can be given to show that such mistakes won’t be happening again? My main gripe is that the Lloyds TSB internal business processes don’t seem joined up and Lloyds TSB phone employees are telling me completely different things to what appears in the mail. Still I receive letters that conflict with their advice.
• I paid £200 to the account to arrive by the 1st of February. In spite of this, Internet banking and the paper statements conflict with this date still. I am doing my upmost to rectify the situation and clear the debt, but based on previous evidence I am continually worried that there will be further incompetence by Lloyds TSB.
• There is mention that I will not receive “no further arrears” correspondence until the repayment arrangement expires. As I have pointed out before I am grateful of this arrangement as I think it is in both parties’ interests to get this debt cleared rather than payments being offset by previously excessive interest. Why is there mention of arrears? I’ve been making payments on time and for £150 more. Also when is this arrangement expected to end? My circumstances dictate that £200 is the maximum of what I can afford in line with my current budget and obligations to other debts and spending for the foreseeable future.
• With regards the charges I had incorrectly applied, I note in the letter that there is acknowledgement that I had these charges refunded. However, there is no acknowledgement that Lloyds TSB charged me in error in the first place. I had to constantly chase this up by phone on at least three occasions. It was not acted on by Lloyds TSB pro-actively.

I look forward to receiving a written reply within the next fourteen days, where the response fully addresses and answers my concerns. Customer service should be a priority for the bank and this whole experience has left me incredibly frustrated, confused and let down by and with Lloyds TSB.

If I am still not satisfied with the response to my complaint then I intend contacting the Financial Ombudsman Service for further help with this matter.

Yours sincerely



CG81

TheLostSheep

An Update...

Received a phone call today from Lloyds TSB from a Colelctions Customer Service manager. After all my frustrations the guy was ncie enough and apoligetic for things.


I am pleased I have eventually managed to speak to someone over the phone about this (with a letter to follow to confirm our dialogue) who understands what I am complaining about. He did explain that there’s been errors with processes which can’t be explained. The thing like setting up a plan twice, poor communication, taking more than the agreed amount and so on.

They have confirmed that the credit card debt is not in arrears but it’s with collections.



Did suggest it could go to Consumer Debt Recovery (CDR) within Lloyds TSB but I would then default and it would be marked on credit file for 6 years. This would have meant that interest and charges marked as zero but there would be a default and at the moment I’ve never defaulted.



If I was to do full and final settlements (which I intend doing in next few months) then it would be better to deal with Collections (or the Financial Management department) who are in the same building. I could deal with Consumer Debt Recovery but I suggested holding off being moved to them as it would be possible to stay on the plan for at least another 6 months.

I need to write to Financial Management Department in Hove with regards any full and final settlements. (Three City Park, The Droveway, Hove, East Sussex, BN3 7AU)

I also have to write in advance of 1st April to set up further plan (for the £200) or it will manually adjust back to expect amount of £350!


2 x £50 cheques as part of compensation thus far.


Will see what appears in the post.

Dickens66

Read all of your posts, and they have helped me a lot.

But - I could do with some advice myself.

I have had a silly loan with LLoyds TSB since 2006. It was for 6k. I could have paid if off by now - but I have been sick, and had 4 different operations since I took the loan out. So, I had to have time off work - and since I had lots of time off work, my sick pay expired.

One thing lead to another - and in the end I had to leave my job.

I have been on benefits for a year and a half - and now they have stopped (ongoing saga with them). Getting a job again is not a problem - but it will take time.

Anyway - I have been paying my loan off - and for a while I paid only £30 a month - but that expired, and they told me that I am in arrears. I understand this - but sometimes they take £149 from my DD, and sometimes they take £100. I coped with this, until my benifits stopped.

I do not know what to do now.

They are so unhelpful - and do not know their a--e from their elbow!!! My current outstanding balance for the loan is £1,600 and I now need to pay the minimum payment - but without the silly interest.

I am also in the process of moving in with a friend, to assist me whilst I get my health back on track.

Any advice would be welcome please

Oh - up late, as cannot sleep again!

p.s - have a credit card with Virgin - would like to sort that too

mozzyc

cg81 wrote: »

An Update...

Received a phone call today from Lloyds TSB from a Colelctions Customer Service manager. After all my frustrations the guy was ncie enough and apoligetic for things.


I am pleased I have eventually managed to speak to someone over the phone about this (with a letter to follow to confirm our dialogue) who understands what I am complaining about. He did explain that there’s been errors with processes which can’t be explained. The thing like setting up a plan twice, poor communication, taking more than the agreed amount and so on.
They have confirmed that the credit card debt is not in arrears but it’s with collections.
Did suggest it could go to Consumer Debt Recovery (CDR) within Lloyds TSB but I would then default and it would be marked on credit file for 6 years. This would have meant that interest and charges marked as zero but there would be a default and at the moment I’ve never defaulted.

Well that's good news. You got to the exact same extent as I did with it all, except I took the default and no more interest. I already had defaults from my other creditors on the dmp, so was no biggy for me. My main aim was to clear the balance for once and for all. Well done, and keep us informed! :T

mozzyc

ps - cg81 - who did you write your letters to?

TheLostSheep

Write to:

LTSB
Customer Relations,
City Park
Three City Park
The Droveway
Hove
BN3 7AU


I need to contact their Financial Management department next.

If anyone is struggling, just write some letters, expressing all your concerns. Ask to go to their Consumer debt recovery department. I have chosen not to as intend to Full and Final. I'm hoping all this communication helps my case with a settlement figure.

mozzyc

So glad you've got a result. It is such a relief when somebody finally does start listening!!! Lets hope more people follow this route and get the same results as us! Just takes a good strong letter stating your case!

TheLostSheep

Yes - there seems to be the option to contact the Financial Ombudsman but I don't know if I will.

mozzyc

Yes, i didn't either. Was happy with my result, and got what I wanted, and was so tired of fighting with them over this debt.....

TheLostSheep

Letter now sent in the hope that they continue this payment plan as it's only meant to last for 6 months. That said, for 4 of these months they took £350 when the minimum payment was meant to be £200.

And the plan being set up twice and once cancelled was a nightmare too! Anyway, I've contacted them a month in advance and am copying letter to the nice bloke in Customer Relations as since I spoke to him, things have been much better.