MSE News: banks fail to hit PPI complaints deadline

SCOTTY58

Received a letter from LloydsTSB on 5 July ststing that they were making me an offer in excess of £6k for my PPI. Arrangements were being made to pay this direct to my account. No mention of any time scale in the letter. Only after several days of checking my account on-line and nothing having been paid in did I contact the customer services. Told that everything would be paid within 21 days. No mention of "WORKING DAYS" at all. Contacted them again to be told that it was working days but due to a backlog this was being extended by a further week. Still waiting. Despite countless e-mails to their customer service,no one has the decency to even to reply. I was under the impression that they should be contacting us to keep us informed of delays etc. No such luck. They are just taking us for mugs. The banks do appear to be still running the country and we are just pawns in the game. All these statistics about 97% of claims being settled is farcical. We have had enough but all we hear are spurious excuses time after time.

SCOTTY58

I am sick to the back teeth of this whole episode. It has been nothing short of farcical. We,the bank customers have been treated with the utmost disrespect from these "people in grey suits".

When this episode was first highlighted all those moons ago,I did as Martin advised and approached my bank direct using the template letters provided on the site. Everyone knows what happened from there cause you probably had the same knock back as myself.
Did the follow up from there and approached FOS to take up my case.

After everything which has gone off since, including the JR and eventual capitulation by the banks to the customers that they had robbed things could only get better. Hurrah!!! we all thought. We're all going to get our money back. That's what I thought when I duly received a letter from (it pains me to mention the name) Lloyds. They were going to pay me back just short of £7k as soon as possible. Waited,waited and waited. Nothing. At this point I have contacted their customer services (a misnomer if ever I heard one)
to be duly informed of my imminent repayment. Brill. Oh,oh. Wrong again.Waited a few more days and contacted THEM again. It's now going to be 21 days before I receive anything aven though there was never any mention of that in any previous communication. 21 days been and gone and now been told that it's now been extended by a further week due to backlog. Come on Lloyds .What you playing at. You've already had the deadline extended. To top it all,that extra week has come and gone and still no sign. The banks are supposed to inform us of the progress of our complaints so why is it that I have had to contact my bank to find out happenings. I have just spent time speaking to a recorded message telling me how important my call is and I will be answered asap. Either that or someone's turned the light out and they've all gone home.
My apologies for boring everyone with this but I think you will gather from my tone that I am none too pleased. We have nowhere else to go other than seek support on forums like this. Three years and still waiting for an outcome is tantamount to ridicule. All we can do is wait. No point in going back to the FSE.As far as they are concerned the complaint has beeen settled; hence this mysterious 97% success rate of resolving complaints. What tat.
Further update: just spent total of 29min 18secs on the dedicated customer service line at Lloyds. Had to hang up eventually- costing a fortune at this time of day (which is supposed to be deadline day for the transfer of the offer to my account) Youv'e guessed it folks- I avn't got it YET AGAIN grrhhhhh!!! Music rubbish even though the automated voice kept telling me how important my call was to them. How are we ever going to sort this mess out amicably if we cannot even speak to them.

SCOTTY58

Is there even the remotest chance that Martin can get something done on our behalf about this saga. The banks do not stick to the deadlines. They are given an extension to sort things out and even then they can not abide by the extension given. They are supposed to keep us,the customers informed of any changes. That is not happening. You try e-mailing and they don't even bother replying. Try phoning the 0845 numbers for "customer service". No chance. I have spent a small fortune just to get through to the worst karaoke ever -just like listening to X FACTOR only worse. Where else do we turn. Nobody wants to know anymore. 97% of claims settled-you're having a laugh. Who concocted that figure and got away with it? What recourse do we as customers have for the banks failure to complete within the given agreed deadlines? You can't complain to them cause you can't get through to them or they just ignore your e-mails.
Can we take them to court? I know for a fact that if the boot was on the other foot,they would at least be setting Debt Recovery on to us with a threat of being listed as a bad debtor. Continual harrassing letters and phone calls would ensue. Our bank accounts would be levied with exhorbitant charges thus causing a vicous circle. Welcome to the world of banking (sorry meant to say daylight robbery)

fishingpaul

Llloyds tsb have agreed to pay my ppi after about 10 months,i was informed it would take 6 to 8 weeks to work out an offer.it took seven weeks to make the offer of the payment protection amount plus interest,it had been all worked out to the penny including interest charge refunds ,i accepted the offer and was offered payment by cheque or direct into my account,i chose payment into my account as this would be fastest,and was told this would take 4 to 6 weeks,after 6 weeks contacted lloyds and told due to high number of claims to expect payment at eight weeks,still waiting looks like any excuse to hold onto money as long as possible.

calboy_2

I received a letter from Barclays on the 12 September 2011 stating that my complaint was upheld and it would take 40 working days to complete the process of my refund today is the 16 November 2011 and I have not received anything as yet. They have not contacted me or given me any information. I have made several calls to them and after a long while on the phone when the finally answer they take you through security which in total takes around half an hour once you have been through all this they tell you that they cannot give you any information yet they say they are meeting they deadline . HOW?