Lloyds TSB PPI

Ipswich1984

It's just the original complaint that I sent in March they are saying they have no record of.

Was told by 2 individuals that they have it and it was in the backlog then when I called in may I was told there was no complaints showing for me.

Ipswich1984

Well I have sent 2 more emails and still no response from anyone, I then decided to phone them at lunchtime and waited 45 minutes to get through.

Eventually once I did the person on the phone tried to fob me off, I explained that I was calling for an update on my claim, I was then asked when it was received, I stated 10/05/11 and was told I will get a letter in due course.

I asked the agent to check my details and he tried to say that there was no need but I refused to let him off the phone and asked him to check them.

Gave him the reference and he said it is with a case handler but she wasnt in today (convenient). I asked if she could call me but was told that I will need to ring back if I wanted to talk to her.

As I had to go back to work I decided to ring when I got home, waited 25 mins and was cut off, called again and finally got through only to be told they were not dealing with enquiries and all they can do is take my number and someone will call me back this evening (that was 2 hours ago).


The level of customer service that Lloyds seem to think is acceptable is disgusting.

Now I am not sure what to do, the 16 weeks is now up, they havent dealt with my claim so do I start to register my details with the FSA as they have breached the guidelines. Not to mention all the other stuff that has gone on with the loss of my original complaint.

The_Marksman

Ipswich1984 wrote: »

Well I have sent 2 more emails and still no response from anyone, I then decided to phone them at lunchtime and waited 45 minutes to get through.

Eventually once I did the person on the phone tried to fob me off, I explained that I was calling for an update on my claim, I was then asked when it was received, I stated 10/05/11 and was told I will get a letter in due course.

I asked the agent to check my details and he tried to say that there was no need but I refused to let him off the phone and asked him to check them.

Gave him the reference and he said it is with a case handler but she wasnt in today (convenient). I asked if she could call me but was told that I will need to ring back if I wanted to talk to her.

As I had to go back to work I decided to ring when I got home, waited 25 mins and was cut off, called again and finally got through only to be told they were not dealing with enquiries and all they can do is take my number and someone will call me back this evening (that was 2 hours ago).


The level of customer service that Lloyds seem to think is acceptable is disgusting.

Now I am not sure what to do, the 16 weeks is now up, they havent dealt with my claim so do I start to register my details with the FSA as they have breached the guidelines. Not to mention all the other stuff that has gone on with the loss of my original complaint.

Sorry to hear of your frustration, but hang in there!

Lloyds are rubbish, but i havent tried myself to get updates and just left them too it!

My complaint went in the 6/5/2011 and today my mum called to say i had a letter from Lloyds unholding my complaints, so give it till monday then chase them, i bet its in the post! :D

Good Luck

Ipswich1984

Well as Lloyds didn't ring me last night, I rang them 1st thing this morning. I actually spoke to someone helpful who told me my claim has been looked at and a letter was sent out upholding my complaint on the 27th.
Can't understand why the person I spoke to yesterday lunchtime couldn't have told me that rather than tell me to call back.

So I am really happy that I finally getting somewhere, just got to wait for a letter asking if I accept now then wait 28 days for the offer.