Lloyds TSB

thunders79

Hi

I've recently had a couple of successes with Lloyds. The first letter I received upholding my complaint was a couple of weeks ago. Three days later the money was paid into my account.

I've received a letter today saying they are upholding my second complaint and that the money would be paid via cheque with 28 days. Their calculation seems to be wrong though. They are offering me £300 less than the PPI premiums I paid (I have all the statements) - not sure what to do... If I query it, will it delay the whole thing again? Also, it is possible to request the money to be paid into my account again rather than cheque?

[Deleted User]

If you feel the amount is wrong, request a breakdown of their calculations and how they came to the grand total. Does it say they are only offering a "Goodwill gesture" rather than actually upholding your complaint? Did you send copies of your statements as evidence to support your complaint?

thunders79

They actually wrote back to me about 5 weeks ago saying they looked into my accounts and couldn't continue with my complaint as I did not have PPI! - I then wrote back to them requesting they looked into my account properly as I did have PPI and could prove it (I sent them one copy of one of my statements)

A couple of weeks later Lloyds phoned me to ask me a few questions and apologised for the confusion!

It isn't a goodwill gesture they have offered me. It clearly states that they are paying me back what I paid. It says the final figure, the amount due back then shows the amount of interest being paid. Their figures are definitely incorrect. I have all statements as proof. When people say on here that they always pay back the amount owed, that isn't true. My claim proves this.

[Deleted User]

thunders79 wrote: »

I have all statements as proof. When people say on here that they always pay back the amount owed, that isn't true. My claim proves this.

Your claim actually proves nothing until the Bank actually admit an error has been made.
The reason I asked if you had sent copies of the statements that you have based your own calculations on is that the Bank may no longer have complete records of the amounts you actually paid.

This is especially likely to be true if your account is closed and the PPI was paid more than six years ago.

The fact that the Bank initially said that they had no record of you having PPI bears this out. Instead of sending them a representative sample of your statements, you should have sent copies of all supporting documentation you had in your possession.

It looks as if the Bank may have based their calculation on the one statement you sent rather than on the actual complete payment history which they seemingly no longer have.

Your mistake was not to send everything you have in the first instance. You'll now have to go back to them requesting that they pay the full amount owed and sending ALL documentation you hold. Don't expect this to happen overnight as the complaint will have to be re-opened.

dunstonh

I agree with moneyinteptitude.

The bank is required to pay out when it can prove was paid. If it has no records, which it sounds, then they are required to use any records you supply. If you only supply some records, they will use that limited information only. Lloyds are known to estimate a figure (unlike others who will only pay what is proven).

When people say on here that they always pay back the amount owed, that isn't true. My claim proves this.

They always pay back the amount that can be proven to be paid. If their records are no longer available and you dont supply them with a record (or full record) then you wont get back everything you paid.

thunders79

Hi

Thanks for your replies...

The original letter actually said that following their investigations (two days later) that they could confirm that I did not select PPI and therefore didn't have a claim as it wasn't on my account. This is when I wrote to them proving that I did in fact have PPI on my accounts (two credit cards) but thanked them for confirming that I did not, in fact, select PPI. It did not even occur to me that I would have to send ALL statements as I thought they would have the information. When they called me to request further information i.e regarding savings at the time, if I was employed etc.. the lady on the phone confirmed the dates which both cards were opened so I assumed they would have everything?

I think I will give them a call and explain that my calculations (based on all the statements I have) comes to more and see what they say then take it from there.

Half of what i'm receiving is actually interest.

dunstonh

the lady on the phone confirmed the dates which both cards were opened so I assumed they would have everything?

They can probably tell you the opening dates on accounts going back to the 50s. However, they wont be able to tell you the transactions on the accounts going back that far. Most tend to keep a rolling 6 years worth of statements. Some may keep longer.

thunders79

I phoned up last week asking Lloyds PPI Dept what they suggested I do regarding the queried amount. They suggested that if I had the evidence to prove that I had paid more, that I sent it in. I therefore sent them a letter with copies of all the statements.

I then received a cheque on Friday from Lloyds for the original amount (post would have crossed over). I called Lloyds and asked if I should cash the cheque or wait to hear from them. The guy suggested that cashing it would be fine.

I was a little nervous about doing this as I didn't want it to appear that I was accepting their offer. I therefore called them back again this afternoon to double check. The lady said a letter has been posted to me today saying that they received my documents and everything has been sent back to be recalculated but due to the high demand at this time they couldn't confirm how long this might take. Great! - She also said that the cheque has been cancelled.

Does anyone know how long this might take now? It doesn't seem fair as I've already done the whole 8 weeks thing and my complaint has been upheld and I've given them all the figures and proof! grrr

-taff

If you had sent this evidence to start with you wouldn't be waiting now, so six of one half a dozen of the other.....no idea of how long they will take.

thunders79

If you had sent this evidence to start with you wouldn't be waiting now, so six of one half a dozen of the other.....no idea of how long they will take.

Yes I know, but when I initially started my claim, I didn't have all of the statements. It's only over recent weeks that I started to piece them all together. Besides, I also thought that they would have all the details as when I spoke to them they confirmed dates etc.. like someone pointed out before, their systems will have dates dating back to years ago, but not necessarily all the figures etc. I understand that now, but didn't think of it like that at the beginning when starting my complaint.

Their Customer Service dept didn't make it sound to me like it would have to go through a whole new process again either. I just thought i'd prove that I paid more and that would basically be it... tough lesson learnt. My letter only asked them to supply me with figures of how they came to that amount as I thought it should have been more...

Fingers crossed it will be looked at swiftly...

thunders79

As far as PPI complaints go, not having a good day today lol