Lloyds TSB complaint - advice

TomB360

Hi,

To cut a long story short, there was some fraudulent transactions on my credit card, which Lloyds TSB were pro-active in blocking, notifying me and cancelling my card. I was pleased with the service at this point.

Upon my card being cancelled, it was removed from my Internet Banking. I then received a new credit card, which I activated, but after several days it was not being displayed on my Internet Banking.

Over the course of two weeks, I had to phone Lloyds TSB at least five times, as they kept giving me dates that I could expect to see my new credit card on my Internet Banking, but these would come and go and I'd have to phone them again. One time I was on the phone for 50 minutes and passed backwards and forwards between five different people. The issue has still not been resolved.

This prompted my to submit a complaint via the form on their website (this is the first time I've ever complained to a company). Their website states that if they can't resolve the issue in two working days, they will write to me within five working days. However, when I submitted the complaint, I received an automated email stating that they would call me within five working days.

According to their email, I should receive a call today but, given how they've dealt with my issue previously, I'm not holding my breath.

My question is, is it reasonable for me to call them tomorrow morning to request an update, if I haven't heard from them today? This is the first time I've complained and I'm not too sure of the "dos and dont's".

Thanks.

izools

Absolutely it's acceptable.

From what you've said Lloyds haven't trained their staff anywhere enough on the matters you are suffering resulting in your experience. This is unacceptable from a bank especially one as large as Lloyds Banking Group.

I would by this point no longer playing Mr Nice Guy but instead pushing harder and harder, and not accepting "it'll be a few days" lying down, instead questioning what they are basing that guess on, why they believe it is accurate, and ask them to explain precisely what will be done and by who to get the card to re-appear on your internet banking.

Oh, and good luck!

matty747

This is very poor service, I would be looking to escalate the complaint now.

TomB360

I rung them as it was getting close to 5 o'clock and I still hadn't heard anything.

Explained that I was chasing up a complaint, got put through to Internet Banking and was told it can take up to 6 weeks for my card to show on my online account.

So much for the 3-5 days I was told at the start of this situation!