Nightmare with Lloyds

Masquarade

Hello Im new and never posted before but at mo myself and DH are at our wits end.

We have a personal joint account with Lloyds and DH has a business account which he has had for about 5-6 years. He was self employed up until around 2 years ago but the current financial climate put an end (almost) to that. He has been employed since but still did a little for himself to pay off a small overdraft on business account and cover a DD out of it too. Anyway a small payment of £15 (that was the total balance) wasnt paid on his business credit card (unknown to him) and charges were added to that and to the business account for missed DDs. Anyway they also wanted to re-arrange his overdraft so a phone appointment was booked and never came so he made another phone appointment which again never came (he took time off work to wait for these calls as the business manager can only call between 9 -6 mon- fri??).

He then got laid off in November but was lucky to secure another quite quick however this lead to a reasonable shortfall of pay in our personal account so we went over our overdraft limit (£300) by £400 due to DD's. I spent 45 minutes on the phone to explain situation and hopefully get some slack on charges etc to then be told that because of business account they couldnt help and gave me a number to call before 9pm with my DH present to.

So the following evening after getting kids to bed we called given number to be answered then got cut off. So tried again where a very rude woman told me that we had called wrong number and the system showed that we had already been given this information on the previous call! Of course I explained I had been told no such thing because the call had been cut off and if that was the case why would I phone Back?? She told me that i should therefore be concerned because someone had obviously called on our behalf which could indicate fraud?????

We phoned the new number given the following (Sat) morning with my husband explaining how desperate we were to get this all resolved and please could we speak to someone! No one was available but could they phone us in the week and gave us a reference and a time slot so yet again my DH took a days leave (very difficult in a new job!) and waited in all day and guess what NO CALL :mad:

What on earth can we do?? We are getting letters and charges and all we want to do is talk to someone to sort this out!!!

Sorry if this has been a ramble but on top of other personal issues I have had enough and dont know what to do next?

I want to complain but how do I start x

Thank you xxx

opinions4u

I want to complain but how do I start

Go on to their web site and seek out the complaints information.

Masquarade

Thanks for replying. What i mean is any specific wording/ phrases I should use to get the best response from them? Should I e-mail or post? etc

YorkshireBoy

Masquarade wrote: »

What i mean is any specific wording/ phrases I should use to get the best response from them?

Dear Sirs,


FORMAL COMPLAINT


[Insert clear and concise complaint details, together with what you want them to do]


Yours faithfully


etc

Should I e-mail or post? etc

e-mail isn't an option (as you'd realise if you follow the advice in post #2)


However, they claim to be able to resolve 90% of complaints in branch. Give that a try?

opinions4u

We phoned the new number given the following (Sat) morning with my husband explaining how desperate we were to get this all resolved and please could we speak to someone!

No one was available but could they phone us in the week and gave us a reference and a time slot so yet again my DH took a days leave (very difficult in a new job!) and waited in all day and guess what NO CALL

Two thoughts on this.

1) Did he think to call them after the timeslot passed?

2) When you do complain, make it clear how many hours were taken off work, what the hourly rate of pay is and that along with resolving the complaint to your satisfaction they make a compensation payment to cover this.

BMN

I'd say try calling your relationship manager first of all