Lloyds TSB - nuisance phone calls

Mrshorthouse

Our bank Lloyds TSB keep ringing my Dad from the fraud department 08456031755. He's 85 and takes such calls very seriously and when you call back the number it does announce "it is very important" Well the problem is they have his home number in another customers account! When we call in they confirm there is not a problem on his account and have not called him.
I have now spoken to four staff members and all fail to come up with an answer. The automated system gives a name with the surname right but not the first name. All I want is a phone number removed. What can I do as my next move?

nwc389

Go in and make a complaint , only then will the entire picture be investigated properly . Obviously the staff at the branch are checking your dads account and all is well but they really need to trace the other person who appears to have the telephone number linked incorrectly.
If you register it as an official complaint the investigation cannot be closed until you agree that the matter is resolved . As it involves another persons details(and possibly various different departments) the branch staff may be unsure of how to proceed.
By registering an official complaint it can be dealt with accros the board so to speak.
Hopefully this will get sorted quickly for you and your Dad.

Mrshorthouse

This is a joint account in my Dad's and my name so not real big problems about them not wanting to talk to me. One member of staff did say yesterday I needed power of attorney to get his account details changed but I think that must have been a case of too much coffee by that stage of the day.
I did say to one member of staff is it not a problem for the bank when you have failed to contact the right customer about a possible fraud issue. :eek:

flexrider

1. 1. spending your card ect at shops never used before for example if you shop at the local supermarket your bank reconises this as regular activity but you travel 200miles and spend on the card you get these warnings also
   Online tranactions
   

all banks do this its a part of fighting bank fraud under ciaa and fsa rules for bank. Checking I understand how annoyingly it is I get these calls all the time I was told by a bank manager its to stop people spending on debit cards in many places at once which show up as suspicious. Such as above listed

As for access get your brief to do the power of attorney-at-law letter with contacted infomation as from sound of it banks like to hide under the stupid data protection laws and let him do the work my family sort of had the same thing with hsbc a few years ago but a different senario as it over a will and estate some banks get round by telling you
To get your dad to write in to confirm it but better if you can do this with your signed solictor letter or documenting

DrSyn

You could do one of the following.

1. Make an offical complaint with the bank in writing. Send it by recorded delivery, so you can track it and they cannot say they have not recreived it.

2. Write to BBC's Money Box or Watch Dog programs explaining the problem.

3. Write an offical complaint. Find out the name of the Chief Executive of the bank and send it to him at the banks HQ.

I have tried the last, two times with two different banks when I had problems with them and they made me really very angery.
Boy! Where those poblems then sorted out quickly!

dalesrider

flexrider wrote: »

As for access get your brief to do the power of attorney-at-law letter

OP has a joint account. They should talk to either party. So no need for PofA.

This will be a serious issue for the bank as giving someone elses details is a major breech. Their business information risk officer will have to be informed of this.
Take a trip to branch and talk to them.

This is going to need maybe someone from the security team to try and back track on the calls to find the account the number is linked to in error.

Mrshorthouse

DrSyn wrote: »

You could do one of the following.

1. Make an offical complaint with the bank in writing. Send it by recorded delivery, so you can track it and they cannot say they have not recreived it.

Option 1. was my choice today.

I will add an option 4 to the list = vote with my feet. :wave: