Lloyds TSB

Ipswich1984

Well yesterday I had an email with the following sentence:

"I can confirm that your refund is currently being processed by the Refunds Team. As a separate team they have their own procedures to follow to ensure the refund you receive is accurate, and I have requested that they complete this as soon as possible. This is in no way meant to be misleading."

So I thought I would ring today and see if there was any information.

Got a small surprise but not a good one, Lloyds are now sending a letter out advising that you are in a queue and there is no timescale for completion of payment.

So I get told yesterday that my refund is being processed and today it's we will look at it at some point we just don't know when that will be.

Just replied to the email I received yesterday asking for a truthful answer.

I think I am going to call the FOS for advice this afternoon as to whether there are any expectations regarding the timescales for payments. I don't think there is but no harm in asking the question.

di3004

I really don't think they know what they are doing to be honest.

I received an email earlier and it shown it had gone from one dept to the other, with a list of other email addresses of staff included, then received one to recall the email.

I take it you have also complained to the CEO, tell him not to pass you back over to staff, but to get something done, as your being told one things and they mean another, good luck x

Miss_Marple_2

Thanks for the update.

What I don't understand is why the payments take so long. I can understand that the calculations may take a while as everyone is different, but most people have had their calculation letters now, so isn't payment just a case of pressing Print and the cheques get produced ? My letter said that to save time, all payments would be via cheque, so it should only take seconds to produce.

Pompey254

Im getting frustrated by the whole situation to be honest.

I emailed customer care yesterday and !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! - im not sure if this one was correct but followed a link on here

Ive been told that my file has been emailed to priorty that was over 3 weeks ago, the date of my letter was 12th august 2011

Somone, somewhere must take the wrap for this, someone needs to give us answers, were just going round in circles in here, as memebers are getting frustrated and keep asking the same question here, and its all speculation because of LLOYDS INCOMPITENCE!

Ipswich1984

I wouldn't mind but I haven't even had any calculations yet. If they had been upfront from the start rather than continually offering timescales they couldn't meet (that and the fact they lost my 1st questionsire I sent them in March), I don't think I would be so frustrated.

The problem is they have no guidelines in which to work to regarding payments, they have 16 weeks to resolve the complaint but no timescales in which they have to stick to in issuing the redress to customers.

I have copied all my emails to the CEO recently in order to get a response, I asked that my complaint is looked at by someone other than Andrea Barry but still getting the responses from her as she deals with the PPI complaints.

Pompey254

ipswich do u have an email for CEO please?

kerrirobberts

I was told yesterday that because I asked them to change where it was to be paid to (hsbc instead of cheque), my payment was at the bottom of the pile again. Which seemed a bit off considering they hadn't even started to process it when I called up to get it changed.

Ipswich1984

wisey254 wrote: »

Im getting frustrated by the whole situation to be honest.

I emailed customer care yesterday and !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! - im not sure if this one was correct but followed a link on here

Ive been told that my file has been emailed to priorty that was over 3 weeks ago, the date of my letter was 12th august 2011

Somone, somewhere must take the wrap for this, someone needs to give us answers, were just going round in circles in here, as memebers are getting frustrated and keep asking the same question here, and its all speculation because of LLOYDS INCOMPITENCE!

Try emailing the CEO as I usually get a response from customer care if I send it via him.

I sent them a link to this forum to show the level of dissatisfaction and to also show the level of misinformation being delivered. Probably won't even look but I hope they do.

Ipswich1984

wisey254 wrote: »

ipswich do u have an email for CEO please?

It is !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Good luck

Pompey254

thank you very much x

Pompey254

think you will have to PM as it comes out like !!!!!!!!!!!!!