Lloyds TSB

woodybuzz

Need some advice please.

I dug out some old bank statements before Xmas and found a few annual statements that Lloyds provided. They showed I had a loan for 5 years for 10k with PPI added. The loan covered 1997 to 2002. I filled in the FOS questionnaire and sent it off in early December complaining that as a public servant I did not need cover as the redundancy & sick cover provided was more than adequate.

In early Feb I received a letter offering a standard £1200 refund as they were unable to track down any records and asked if I had any further details to pass them copies - and phone to reject the £1200. This I did, as I had since uncovered actual loan statements including the opening one showing some £1986 front loaded for PPI. I sent copies of all the relevant documents off (registered naturally) on 03/02 and were received by LLoyds on 06/02.

Since then I have heard nothing apart from an e-mail they sent in response to me chasing saying they had received the documents and my case was being reviewed - this was 4 weeks ago. I have since sent another chaser e-mail but have had nothing back.

I am sorely tempted to refer this to FOS as I guess the 8 weeks is up but am aware it will take donkeys for the FOS to get around to it and Lloyds may actualy do something in the meantime. My cynical side thinks that Lloyds are content for it to go to FOS because of the time elapsed since the loan started?!?

Any advice & help or similar experiences welcome

Thanks!

Woody

woodybuzz

Sorry have now started own thread.

No I did not use the single premium as a reason - as I do not think it is an actual reason - more of a con perpetrated by the banks - plus my form was already with them before i found it was front loaded.

When do I draw a line though? Its now nearly 5 months since my initial complaint?

amersall

I answered on the "other thread :D

[Deleted User]

woodybuzz wrote: »

No I did not use the single premium as a reason - as I do not think it is an actual reason - more of a con perpetrated by the banks - plus my form was already with them before i found it was front loaded.

Well, it should be the main reason your complaint is upheld.
Stick with the Bank for the time-being, the FOS route will take an age and should only be a last resort.

woodybuzz

I have just opened a letter containing a cheque for £1200. Its the amount I rejected on February 3rd after discovering further information about the front loaded PPI premium. I sent a full explanation with my letter (recorded delivery) which they signed for on 6th)

I have had a subsequent e-mail from them confirming they were re-examining my complaint a couple of weeks ago

Suggestions please??

They are pathetic aren't they?

woodybuzz

Seriously Folks what do I do with a cheque I don't want?

misschicken

Don't bank it, just sit on it for now. I had a similar situation with MBNA and MINT where cheques for original lesser amounts were sent while the refunds were still in dispute and the FOS said banking them was a bit of a grey area as it could be seen as full and final acceptance of the lower offers. When dealing with MINT there seemed to be a huge void in communication between the PPI dept and the dept who actually issue the refunds which was causing the problem - MINT kept trying to cancel payments but they'd turn up anyway a few weeks later. You're just going to have to keep badgering Lloyds unfortunately. Definitely contact them again (I'd be tempted to phone them and then follow up with another recorded letter) and let them know you've received the cheque from their original offer but that as they are aware your complaint is on going and you are currently waiting for their final response. Include copies of previous correspondence between you both so that it's clear your complaint has moved on since the their original offer. If they tell you to bank the cheque anyway, tell them you need confirmation in writing first to say that it is a part payment only not a full refund. The good news of course that they're trying to give you a refund!

woodybuzz

I rang Lloyds on Saturday morning.

They have a copy of my letter rejecting the £1200 which I sent on 03/02 - as it was on her screen - scanned it seems. However that is all - no record of all the statements and supporting documents that were included with the letter.

I asked how that relates to the e-mail I received on 21/03 stating they were looking at my supporting documents. She didn't know but guessed that the investigation team must have sent the e-mail - as for the cheque, she would cancel it.

Next steps? She suggested I send the documents again and put a note on them all stating something like "please ensure all documents are scanned". In the meantime she will ask her manager to look into what the latest position actually is and if I call back in 5-10 working days they might have more information.

Pathetic.

woodybuzz

Still no news from Lloyds about my complaint. I have rang twice since I sent duplicates and been told that I am still in a queue to be looked at.

My concern is that one Lloyds department assumes that because they sent the £1200 cheque thinks the matter is closed, whereas the other department thinks its still open -and they are the ones who answer the phone.

Its now over 6 month since I complained and nearly 4 month since I sent updated info.

How long do I wait before I FOS it? Any ideas?

woodybuzz

woodybuzz wrote: »

Still no news from Lloyds about my complaint. I have rang twice since I sent duplicates and been told that I am still in a queue to be looked at.

My concern is that one Lloyds department assumes that because they sent the £1200 cheque thinks the matter is closed, whereas the other department thinks its still open -and they are the ones who answer the phone.

Its now over 6 month since I complained and nearly 4 month since I sent updated info.

How long do I wait before I FOS it? Any ideas?

Bumping - all suggestions welcome please..

[Deleted User]

woodybuzz wrote: »

Its now over 6 month since I complained and nearly 4 month since I sent updated info.

How long do I wait before I FOS it? Any ideas?

You only have six months from the date of the Bank's full and final response. As they don't appear to be in any hurry to reconsider your case, I'd say it's time to approach the Ombudsman but be warned you're going to wait many many more months!
Make sure copies of all correspondence with the Bank as well as copies of your statements are included with your completed Questionnaire (which can be downloaded at this or the FOS site).
Good luck.