Lloyds Save The Change (STC)

MiniMe_3

Hi All!

Sorry this may appear a bit late, but have only just heard back from Lloyds today!

(I'm also new to chat/posting...)

Did anyone else have problems not receiving their matching credits?

My partner and I did the STC from our own individual current accounts, and opted to have the matching (and change) paid to the one savings account.

Lloyds are now saying that they will only pay the matching once, because we nominated only 1 savings account.

On sign up I recall that the matching was on change paid from the current Visa debit card accounts, not the amount received to the savings account, so therefore we should receive two matching credits - 1 each.

Appreciate your feedback/advice..

YorkshireBoy

Assuming you've both fully complied with the T&C's, register a formal complaint - citing condition 3 as the basis of your complaint.

MiniMe_3

That was my thinking too - and is what I've done. But they still claim that only one matching payment is due.

The extra anomaly is that for the first month (February transactions), they did match both our individual change payments, but their not honoring it for the second month (March transactions)!

Wondering if I have to call in the ombudsman?

YorkshireBoy

MiniMe wrote: »

Wondering if I have to call in the ombudsman?

The Ombudsman won't be interested until you have exhausted the LTSB complaints procedure and obtained a 'final response', ie you're at step 3 (see the link above).

LittleVoice

At which point, they are almost certain to capitulate, if they haven't already. It's only £50 they are arguing about, and their costs in dealing with the Ombudsman would surely be higher.

Zingara

I agree. Go down the formal complaint route. I did that with a complaint about them. My complaint wasn't acknowledged within their timescales - it was more like 20 days - so I sent the same complaint in with another letter and ended up having my complaint dealt with by two different people and got two different outcomes (one credit to my account and another a compensatory gift)!

The Ombudsman won't entertain you if you haven't gone through the formal procedure. Make sure you keep an eye on the timescales they give and send anything to them recorded delivery so you know they have received it.

Karen

MiniMe_3

Thanks everyone for your help and advice.
I've sent off the letter of formal complaint, so hopefully that wil return something positive!
I'll let you know what happens

I also have a 'bank charges' claim to make.
Wondering whether I should do this now, or wait for the STC issue to be resolved first. (the formal complaint can take up to 8weeks!)
What are you thoughts?

Zingara

I'd do it now. I don't think there is any reason why you shouldn't have both going at the same time as they are different things entirely.

Karen