Had enough

Ipswich1984

I really have had enough now, spent time getting through to Lloyds this afternoon after I had an email from Andrea Barry saying the following:

If you would like to call us on 0845 6012683 an Advisor will be able to take your instructions over the telephone to move things forward, including the account details you wish the refund to be paid into. This is not our usual process but is available in exceptional circumstances.

So I got through and all this person did was take my bank details. What a joke, I asked the person what was meant in the email about moving things forward and she said it meant that my bank details would now be logged on my complaint and that at present there is no indication as to when my payment or even the calculation would be made. I then advised her that her colleague had advised me that I was due to be paid by 03/10/11 if payment is made within the 4 weeks from when my acceptance letter is received which was 05/09/11 (sent special delivery) or possibly by 17/10/11 at the latest. She then said that none of her colleagues would have said that as at the moment they arent giving timescales, I said I was told that on Saturday and she said she didnt think that I was correct. Also I pointed out that I was originally told 14 days for the calculation and a further 14 days for payment and if they cared to go back and listen to the calls that I have the dates and times for as well as the names of the people then they will see I am correct.

I have just sent another email to the CEO and also the customer care email regarding the way I was treated today on the phone. I know the staff have a difficult job at present but I dont phone them for the sake of it and too basically be accused of lying.

The other thing now is they are telling people that they should go to the FOS regarding payment knowing full well it would take longer going through them.

I also reminded them that as yet I havent received the imformation that I requested as part of my complaint about them losing my original FOS questionnaire I sent in March as they didnt send me what I actually asked for the 1st time.

di3004

I would tell them your not happy with the way this is going and considering contacting the FSA (not the FOS until you know more), or contact the FSA anyway see what advice they maybe able to offer, of they may even contact Lloyds for you.;)

Ipswich1984

di3004 wrote: »

I would tell them your not happy with the way this is going and considering contacting the FSA (not the FOS until you know more), or contact the FSA anyway see what advice they maybe able to offer, of they may even contact Lloyds for you.;)

Thanks Di, I sent an email to the CEO and the Customer care email address, will wait and see what reply I get. I definitely don't want to go down the FOS route because I will just wait even longer.

I think the thing I am most angry about is that from the start I have been misled, starting from where my 1st complaint sent in March was lost up until now with the email yesterday and the way I was spoken to on the phone today.

milkyshake68

Hi,
I sent my claim in May,got a upheld on Sept 2nd, got my calcs today.
I rang helpline just to give them my Lloyds bank details, as my letter said I would get a cheque. They told me ALL payments from today are made by cheque as the BACS system is jammed up, this is supposed to mean we get our money quicker!!!

Ipswich1984

milkyshake68 wrote: »

Hi,
I sent my claim in May,got a upheld on Sept 2nd, got my calcs today.
I rang helpline just to give them my Lloyds bank details, as my letter said I would get a cheque. They told me ALL payments from today are made by cheque as the BACS system is jammed up, this is supposed to mean we get our money quicker!!!

I have had a reply to my email to Lloyds TSB and they told me that claims are being dealt with strict date order but you got your upheld on the 2nd Sept and mine was 27th August and I have been told my calculations as yet havent been done, there is no consistency in what they have said to anyone.

Miss_Marple_2

Ipswich1984 wrote: »

I have had a reply to my email to Lloyds TSB and they told me that claims are being dealt with strict date order but you got your upheld on the 2nd Sept and mine was 27th August and I have been told my calculations as yet havent been done, there is no consistency in what they have said to anyone.

Judging by the posts today, I think several people got their calculation letters today - I did.

My offer letter was dated 22nd August and I sent my acceptance back which they confirmed as being added to my file on 4th September. My calculations letter was dated 16th September - which does say don't bother with the acceptance letter unless you wish to reject the offer

Hope yours arrives soon.

philpoticus

Ive rang this morn as I received my letter on 3rd Aug for what I was getting. Again complete inconsistencies, told weds they were on Aug letters today its some still from July. Told wed it would be BACS, today it could be any Time and will not be a lump sum it will be broken down to interest, premium etc so we will probably have to Chase each Individual amount. She's meant to be emailing the team who do the payments, but this then slows down them down doing them. Got told to ring weds to see if email has been responded to.

Ipswich1984

philpoticus wrote: »

Ive rang this morn as I received my letter on 3rd Aug for what I was getting. Again complete inconsistencies, told weds they were on Aug letters today its some still from July. Told wed it would be BACS, today it could be any Time and will not be a lump sum it will be broken down to interest, premium etc so we will probably have to Chase each Individual amount. She's meant to be emailing the team who do the payments, but this then slows down them down doing them. Got told to ring weds to see if email has been responded to.

Well I got a further response from the customer care team stating the reason I was asked to call was that they still had no record of my acceptance letter being received on the system so needed a recording of me giving my agreement as well as the bank details. (Glad I sent it special Delivery)

When I phoned on Wednesday I was told that they didnt need the acceptances as Lloyds will assume you want to accept unless you specifically contact them to reject.
So again the reply by email and the information is conflicting. I have also asked them that they ensure my acceptance (if needed) shows as being received on 05/09/011 when it was signed for and not when I made the call on Wednesday as I am not being penalised for it when I have proof it was signed for.

Will wait for my next response now!