LloydsTSB complaint, where next?

Fuzzy_JP

Where to go now?

At the end of June £8000 was taken out of my bank account frauduently.
The sequence of events was thus. At 4:10 I got an SMS telling me I had requested a change of security number. At 4:15, I rang them up to complain of suspicious activity and was on the phone for 12 minutes. Between 4:10 and 4:29, another party tried to gain access to my account via telephone banking on 8 occassions (5 times whilst I was actually talking to the bank!!). Money was then withdrawn (I only found out by accident 3 days later). The bank sent me a letter the day after telling me that they would not release the money as the transfer looked suspicious (but it had already left my account). Since then I have made a formal complaint and been passed from pillar to post, each team refusing to accept that an error has occurred, yet they paid me the money back. Numerous phone calls and email later I recieved the 'Final' letter telling me that they had not made a mistake and that their policies surrounding fraud, etc, meant that they could not give me an explanation to my points in the complaint. I phoned them up to discuss only to find out that they actually had not read the complaint but had made up the gist of it from various phone calls!!

Nearly 10 weeks has passed and I want to take ths further but don't actually feel that it would resolve the matter. [Content removed by MSE Team]

Anyone got any advice (apart from changing banks, which I am currently looking at).

Thanks in advance.

JuicyJesus

Fuzzy_JP wrote: »

[Content removed by MSE Team]

Anyone got any advice (apart from changing banks, which I am currently looking at).

Mentioning that to Lloyds would be a start. That is directly damaging to their brand, and coming from someone senior even more so. Or forward it to the screamiest, shoutiest rag imaginable (i.e. The Daily Mail) for !!!!!! and giggles.

I'd find that fairly upsetting were I a Lloyds customer, as much as I might understand the sentiment.

After that, the Financial Ombudsman Service can help you with your situation. You have received a final response from Lloyds so can go to them straight away. http://www.financialombudsman.org.uk They will review your complaint and help you further.

Fuzzy_JP

Thanks for the response. I spoke to the FOS yesterday and they suggested that I should write to the FSA. Argh!

JuicyJesus

Fuzzy_JP wrote: »

Thanks for the response. I spoke to the FOS yesterday and they suggested that I should write to the FSA. Argh!

Umm... whoever you spoke to on the telephone is a numpty. The FSA have no involvement in consumer complaints aside from setting standards for the banks to follow. They wouldn't get involved. The FOS should know this.

Call the FOS again and state that you want to make a complaint about the fraud aspect, as you have received a final response from Lloyds which you do not accept.[Content removed by MSE Team]

MoneySaverLog

JuicyJesus wrote: »

Mentioning that to Lloyds would be a start. That is directly damaging to their brand, and coming from someone senior even more so. Or forward it to the screamiest, shoutiest rag imaginable (i.e. The Daily Mail) for !!!!!! and giggles.

This is ofcourse assuming it is the real Martin Dodd. There are so many fake twitter accounts out there.

opinions4u

Fuzzy_JP wrote: »

Thanks for the response. I spoke to the FOS yesterday and they suggested that I should write to the FSA. Argh!

What did you tell them you were complaining about?

MoneySaverLog wrote: »

This is ofcourse assuming it is the real Martin Dodd. There are so many fake twitter accounts out there.

A highly likely scenario.

Fuzzy_JP

Normally I would assume that it was a fake account, however, his Linkedin profile page displays the twitter ID, it was this that lead me there.
Obviously, this could also be a fake account, however, I would expect someone in his position to make sure that there wasn't any fictitious information floating around a professional networking site, such as LinkedIn.

MoneySaverLog

I don't for one minute think that is his twitter account. If it was it certainly is not very professional for their Head of Customer Services to post stuff like that on a public forum. I would have my doubts on the linkedin profile too, I cannot see his connections but might just be an elaborate hoax.

meer53

If you've been refunded, what is your complaint about ? There may be an ongoing investigation which could be the reason why they can't tell you anything. I don't for one minute think that the Twitter account is genuine.

Andystriker

Fuzzy_JP wrote: »

Where to go now?

At the end of June £8000 was taken out of my bank account frauduently.


yet they paid me the money back.

Perhaps I am not reading your post right or I am missing something, but what is your complaint for if they have paid you your money back?

You have therefore suffered no financial loss?

Mikhail

Fuzzy_JP wrote: »

Where to go now?

At the end of June £8000 was taken out of my bank account frauduently.
The sequence of events was thus. At 4:10 I got an SMS telling me I had requested a change of security number. At 4:15, I rang them up to complain of suspicious activity and was on the phone for 12 minutes. Between 4:10 and 4:29, another party tried to gain access to my account via telephone banking on 8 occassions (5 times whilst I was actually talking to the bank!!). Money was then withdrawn (I only found out by accident 3 days later). The bank sent me a letter the day after telling me that they would not release the money as the transfer looked suspicious (but it had already left my account). Since then I have made a formal complaint and been passed from pillar to post, each team refusing to accept that an error has occurred, yet they paid me the money back. Numerous phone calls and email later I recieved the 'Final' letter telling me that they had not made a mistake and that their policies surrounding fraud, etc, meant that they could not give me an explanation to my points in the complaint. I phoned them up to discuss only to find out that they actually had not read the complaint but had made up the gist of it from various phone calls!!

[Content removed by MSE Team]

Anyone got any advice (apart from changing banks, which I am currently looking at).

Thanks in advance.

I'm surprised that they didn't offer you a £10 compensation, as they did to me, although I never received it I chose to change the bank.

It is all nice and friendly to bank with Lloyds but if your smooth banking experience was interfered by something like this you are on your own, they don't give a sh*t about your wellbeing. I've lost my premier account debit card while travelling in the UK and the bas**rds even didn't let me withdraw £30 because they (by their fault) didn't have my signature on a file, so all those crappy benefits that come with the premier account was absolutely useless.