help !!

binkterboys

too cut a long story short i applied to reclaim ppi insurance on 6 loans and 1 credit card...being disabled the ppi was mis sold.
lloyds tsb started the process in middle of sept 2011. after 2 weeks i had still not recieved any notifacation of the claim , so i rang them again..they told me that nothingg had been logged , so had to start the whole process again. i then recieved a confirmation letter 5-6 days later stating that my credit card claim had been processed. not thinking i relaxed and settled down for the long wait....after a couple more weeks something said to me that surely i should have recieved a confirmation letter regarding my six loans, so i rang..and sure enough nothing had been processed, but they promised me that my claim for the six loans would be back dated to when i made the initial claim, so basically my credit card and loan claims would all be processed together..the date of this was the 26th of september 2011.
so a week ago i ring out of curiosity to see how the claim was going, to which they told me that a settlement figure for the CREDIT CARD had been sent. i asked had the swettlement figure been sent for the loans..and there responce was..YOUR LOANS HAVE NOT BEEN PROCESSED. they then went on to say that they wher not sure why it hadnt gone threw as it was on the computer system that they should have all been processed when my credit card was.
i have now spoken to two managers who have told me that lloyds tsb have breached policies and that they would action this DISTURBING SITUATION immediately...they then go on to say that they would contact me within 24hrs to give me a ref nuber for the case,,,to which i am still waiting...when i ring and sask to speak to the managers i have spken too , they tell me that its impossible to speak to them as they dont have telephone numbers... and that the only way for them to contact me is if they e-mail them and get them to call me back.
im at my wits end now after nearly 4 months and wish i went with one of the companies who deal with these things and would have happily paid the 29% fees.

so my main question is ...what do i do now...and what are the implications of lloyds tsb breaching policy with regards to my case..any help and advice will be greatly appreciated.

many thanks in advance
steve jones

binkterboys

can anyone offer any advice please

DrSqueeze

Just for clarity, when you refer to "claim" do you mean you've complained about misselling and asked them for a refund?

(I only ask this because it can be a little confusing otherwise, as the rules for making "claims" are very different).

The second question is, what do you mean when you say they have "breached policies" ?

It sounds to me as though they have failed to log and investigate your complaints, which is an admin failure and a breach of the rules. This is careless but not a disaster, the complaints can be investigated now. It will not affect whether they uphold your complaint and offer a refund.

My advice would be to call them every few days and ask for an update.

binkterboys

thank you for your reply.
my initial call was to make a claim for mis selling the ppi on my loans and credit card. so the complaint was logged and was told that the process was now in action..a reference number would now be sent ( but only recieved a ref number for the credit card ). i rang them earlier and they have informed me that my other 6 claims are now also in process.
the breach of policy i am unsure by what they mean.. the fact that they had the claims on there computer screens stating that my 6 claims where to be back dated to when i first made a claim and nothing was done after 12 weeks comes under there breach of policy...hope i have made scense.
thanks again steve jones

annamarie4768

Hi there, Im in a similar situation, I had a letter from Lloyds Tsb on 25th August 2011 with an offer of money. I went through a claims company and I am still waiting, they dont appear to have any influence what so ever, so you will be glad you did'nt go with a claims company! I have tried ringing Lloyds on several occasions and have had similar things said to me. Some of the Lloyds staff appear to be quite helpful, and others very rude! When I complained to the one lady about the length of time it takes to get through, she did say that it is best to ring at about 8am in the morning if this is of any help. I was hoping for a nice relaxed xmas without any money worries this year, So much for That !!