LloydsTSB argh!pi

niklam

Hi there,

We have been trying to talk to lloyds for about an hour or so now and we are getting nowhere. As part of the plan to split TSB from Lloyds we have just been informed that my hubbies account will be one of the ones affected. he has a Credit card attached to his current account.

The statement for may said that we had to make a payment by 6th June, and we made it on the 28th May. Following that, Lloyds seem to have issued my HUbbie with a new cc number and set up a new direct debit, which they used to collect the minimum payment on the 31st May. We have yet to receive to new credit card through the post and only recieved a letter dated 'June 2013' stating that he would receive a new card this past week. My husband did not authorise the new direct debit, although one already existed for the original card no (we now have 2 direct debits on his current account).

We are hoping that we can reclaim the 2nd payment under the direct debit guarentee. Has anyone else experienced this? LloydsTSB seem to have really mucked up with this separation stuff. We would be grateful for any advice anyone can give.

Cheers

Niki

molerat

Was the payment on 28th a manual payment, if so the minimum was taken by DD as it would have been anyway. I believe the new DD and new card number is a red herring and is just a replacement for the old one which will no longer be taken. Your payment was too late to stop the DD even if in fact the T&Cs allow for it to stop after a manual payment. If the statement stated "we will take £xx.xx by direct debit on xx of the month" then that is exactly what they have done. I think they have acted within the terms of the account and I don't hold out much hope of you getting the money back.

niklam

Hi molerat

Thanks for replying. I am concerned because this is the first time they have done this (taken the payment by dd) we have been paying on the 28th for months via Internet banking and the payment goes through the faster payments system and shows on the statement as being received on the 29th.

It seems that when allocating the new card number they have changed the statement date on us. Doing this without giving us written notice is a bit unfair though.

Hubby is popping into a branch near work to sort out tomorrow. I know they can always state that they are entitled to take the money, but its left us pretty broke now till the end of the month. I'll post their response tomorrow.

Thanks

Niki

niklam

Just to update,


Hubby went into a branch close to where he is working today and the branch staff agreed that the 2nd payment was taken in error and has refunded the payment. Which is brilliant!

Thanks

Niki

jamesperrett

On the statement they usually tell you to make any additional payments at least 3 working days before the DD is due. Paying on the 28th is cutting it fine so, as you've found out, it will be OK some months but not others. I would suggest that you either let the DD do its job or make a payment a few more days earlier.

bunny71

niklam wrote: »

The statement for may said that we had to make a payment by 6th June, and we made it on the 28th May. Following that, Lloyds seem to have issued my HUbbie with a new cc number and set up a new direct debit, which they used to collect the minimum payment on the 31st May. We have yet to receive to new credit card through the post and only recieved a letter dated 'June 2013' stating that he would receive a new card this past week. My husband did not authorise the new direct debit, although one already existed for the original card no (we now have 2 direct debits on his current account).

My elderly father banks with Lloyds TSB, which I manage for him. He hasn't had the error that you had with payment, but it's reassuring to read your post re new credit card delays, as I got nowhere with them last week when phoning to find out if/when a new credit card had been issued.

His direct debit collected full payment as normal on 10 June, but I noticed online the following day that it had been collected under a new direct debit with a new credit card number. Like you, he now has two active CC direct debits on his current account (I'll be manually cancelling the old one as soon as he receives the card for the new one if they haven't already done it by then). He received his new debit card about 2 weeks ago, and we were aware that he would be getting a new credit card too, but - unlike you - he hasn't had any correspondence to specifically say it's on its way, despite the new account being active for at least a week.

On Thurs last week I phoned them to find out when a new card was sent, so my father can know when to expect to receive it. I was told that as it was for a separate bank, no-one had access to that information! :eek: She went on to say that his existing card would still be valid until August, but that's not really the issue. What concerns me is the possibility of a new card going astray in the post and no-one being able to do anything about it until possibly August! I've worked for three banking groups in the past, and every single one I could tell a customer exactly when/if a card had been issued.... it's a very basic requirement. At the very least, they should have a department set aside to specifically deal with issues like this as it isn't a separate bank yet!

I'm going to give them another call on Mon 24/6, which is 10 working days since they took payment under the new number. That's typically the max period for new card receipt - assuming they issued it on that day. I want them to at least record his non-receipt, if he hasn't received it by then.

The transfer should certainly be a lot smoother than this!

Delree

They would have requested the DD before you made your manual payment. This happens days in advance.