Lloyds TSB are very careless & dangerous

hcb42

I am surprised she got through telephone banking.

more likely an error in processing - wrong account no or something I dont know.

I am also surprised as I practically needed written permission of both parents to change my address recently, had a right palaver, and I thought a form had to be signed before it would be processed too.

Suing isnt the answer though. There would need to be a financial loss. I would calm down to a frenzy and write a stiff letter to the manager of the branch.

Lith

opinions4u wrote: »

Banks have a number of systems in place to prevent a third party being able to make such a change. If somebody has managed to do this, they have either provided supporting information (potential for identity fraud) or a staff member has behaved negligently.

You simply don't know that this is what's happened.

As is her right. But what, exactly, is she hoping to achieve?

She should complain to the bank, asking for an explanation and compensation for stress caused. Any acceptable offer of compensation should be on the understanding that the bank will indemnify her against any future expenses caused by identity fraud as a result of this.

If she isn't happy with the response she could go to the FOS with her complaint. The outcome, most likely, will be to tell the bank off and get compensation. This could be more or less than the bank's own offer.

She could also take the bank to court. But I'm still not clear as to how she will benefit from this. She could also end up paying her own legal bill.

And the bank manager knows this how?

Well credit card info loans and current account info has been going to someone else... not my mum... this is very careless

as for the bank manager? i was there she phoned up some (TSB DEPARTMENT) and they confirmed someone within the TSB system changed it because they was told by the person (who of course wasn't my mother..)

The TSB manager told my mum that..... keep in mind this manager has nothing to do with the call she phoned someone else within TSB to find out how this happend.


Well shes planning to do court action if TSB don't help her.

hcb42 wrote: »

I am surprised she got through telephone banking.

more likely an error in processing - wrong account no or something I dont know.

I am also surprised as I practically needed written permission of both parents to change my address recently, had a right palaver, and I thought a form had to be signed before it would be processed too.

Suing isnt the answer though. There would need to be a financial loss. I would calm down to a frenzy and write a stiff letter to the manager of the branch.

I also forgot to say there is a 'financial loss' about £957 max over a course of 3 months money is going to someone else IN MY MUMS NAME

so to sue is an option ONLY if TSB dont refund these costs.

pinkdalek

sallyanne3 wrote: »

Bank omunsdman !

A ombudsman is there to negotiatie between two parties when a complaint cannot be resolved. It is not there simply to back you up or argue your case, or act as your spokesperson, they are neutral and act on behalf of both parties. Going straight to the ombudsman would be pointless as their inital response to you would be what have the bank done to address your initial complaint and why are you not satisfied with their outcome.

So the correct procedure in this scenario would be to go through Lloyds TSB own complaint procedures to see what they will do to resolve the error. You have to allow them timescales to investigate why such an error has occurred and then let them come back to you with their response.

It's only after this response if you are still not fully satisfied that you would go to an ombudsman.

As for the headline of the thread, it is a touch extreme saying they are careless and dangerous, they've made a clerical mistake, I am sure it is very stressful however it is how they handle it and respond to it that should be important. The headline is something you would expect to see splashed across the front of the Daily Mail.

LillythePink

We had a bit of hassle to change our address with Lloyds - they did it in the end, but sent a letter out to our old address advising that they had changed our address and to contact them if there were any problems with it.

Saying that, the same letter was sent to my OH at our NEW address, while mine was sent to the old address!

Don't know if this is just an offshore thing though

Saints2011

Lith wrote: »

Got some news thought i'll share with the MSE guys n gals

Today my mum went in the branch to 'discuss' why has she not had any statements in 3 months, the bank manager explained

(because you phoned up requesting an address change)


Well... apparently someone has phoned up using my mothers name to change the address and they simply did it... what do you guys make of this ? she is really worried and has enough on her mind... this is some type of fraud ?

i find it really un-professional and very very disgusting that TSB just did it like that simple? didn't even ask for passwords or proof that the person is who they say they are....

(she now has been in contact with some one form the TSB branch in london and plans to take this to court.


in my eyes 'THIS IS A MASSIVE SECURITY BREACH'


what you guys/gals take on this ?

If this has happened I will be very very shocked, its not as easy as just calling up and changing address...

iereboy

Why did it take 3 months for your Mum to realize her statements were not coming?

You cannot change the address without a security token or password on phone bank.

brokeinyorkshire

I also forgot to say there is a 'financial loss' about £957 max over a course of 3 months money is going to someone else IN MY MUMS NAME

so to sue is an option ONLY if TSB dont refund these costs.[/QUOTE]

How has this money been lost???

Are you saying that the person who fraudulently changed the address has also stolen the funds? How have they done this? If they have no card and no access to the funds only access to the statements . If they have stolen the money through telephone banking how did they get through the security?

Does your Mum not have online banking to check her balances.
Also why has it been left so long before going into the branch?

As for sueing the bank... Ridiculous... It would cost a fortune and there are other means of dealing with this as previous posters have suggested.

I suggest there is more to this than meets the eye.

Furthermore I found it incredibly hard to believe that the address was changed by somebody calling in and merely quoting your Mums name.!

J

jonesMUFCforever

This is one fishy story and I don't think we have been told the whole truth.

JuicyJesus

I really very much doubt Lloyds didn't follow ID procedures. For a call centre worker to not do so would be grossly negligent and they personally would most likely be liable (and they would know they would be liable). Banks, as a rule, take data protection incredibly seriously, and change of address is probably one of the riskiest things for them to do DPA wise.

There is something else going on here.

Lith

@ brokeinyorkshire

No this is truth...

@ dpraved

Calling me my mother ignorant? and poxy statement you say? ok so.... you don't mind if i have a look at all your statements? loans credit card info etc yea?

@ jonesMUFCforever

You sound scared/worried.... this is the truth and i don't lie... why would i lie? and make this up? this is a security breach someone phoned up and asked for a change of address.... even the tsb manager said to my mum the staff must be careless and there un-professional she was even shocked this has happend...


@ JuicyJesus

And yet another member... saying 'there is something else going on here' its really pathetic.... and im telling the truth i won't hide and this is the case! but to be honest some of the TSB staff via the phone calls are rather pathetic.


i wouldn't make this up why would i waste my time and tell a little Chinese lie..... yea right. 'rolls eyes'