Get appropriate compensation for poor customer service

Ihatelloyds

I have been plagued by Lloyds TSB's total lack of capability to administer my accounts correctly since I entered into a debt Management plan in 2007. This week was the latest episode where, despite having cleared all my debt with Lloyds TSB by June of 2012, we received notification of a £5,000 debt which Lloyds Tsb where demanding payment of.

When I called in to query this letter (the first correspondence on the account since June 2012) I was told I couldn't discuss the account as I was not authorised to do so (its my husband's account). I insisted that I did but it took my over 3 hours and up to 7 members of staff to finally determine that
a) I did have authority to discuss the account
b) The balance had been cleared in June 2012
c) Relevant action had not been taken on the account
d) Lloyds only had some elements of the system indicating my authority to act on the account
e) within the system there were 3 recorded balances, one was over £8,000 another just short of £5,000 and the third balance was Nil
f) there was no reasonable explanation as to how this had been allowed to happen

In light of their errors and failure to acknowledge and act upon my concerns I have been awarded £1,000 in compensation for the distress and inconvenience I suffered.

Don't accept this level of service and don't accept a nonchalant, cavalier apology from a first line response agent, make sure you speak to a manager and that you get a complaint reference number and a time scale within which the business is obliged to respond. when they offer you recompense, tell them it isn't acceptable and ask for a higher amount, the worst they can say is no.