Lloyds Bank terrible customer service/care

reppie

This is a bit of a story to bad mouth Lloyds.

I had a planned overdraft of £500 which I am well in to. Lloyds changed it so that there was a monthly fee and interest on this. Couldn't really complain. I set up a standing order to pay money in to the account regularly to cover it (plus a bit) but this didn't go through for whatever reason. Statements rarely arrive so I had no idea for a while. I then paid in 4 months-worth and set up a new standing order.

I then got a letter saying they are removing my planned overdraft because:

a) I don't use it (I clearly do as I am well in to it)
b) I haven't paid any money in (which I had)

The fees are now £10 EVERY DAY over £25. Up to a maximum of 8 in a month. I tried to get it overturned, showed that a) I use it and b) I had paid money in and had set up a new standing order, but no-one cared. I can't afford £80 a month outgoings on top of my current financial situation, and I can't afford to pay it off by next month.

I spoke to someone in the branch earlier who said 'well the fees will just build up then won't they?'

They have basically tied my up and rear-ended me, with absolutely no other option available to me but to let the account become unserviceable, it be referred to collections, and for another black mark on my credit history which is so close to being sorted out.

Utterly useless bank - avoid at all costs!!!!!!!!!!

PeacefulWaters

Have you ever heard of online banking?

reppie

I've tried on numerous occasions to get online banking set up for this and my associated credit card. Never came to anything.

That's not relevant though since I have made payments in to the account, no? Do you not think it is a bit harsh?

YorkshireBoy

reppie wrote: »

That's not relevant though since I have made payments in to the account, no?

It's very relevant, since you'd have known far sooner that there was a problem.

Do you not think it is a bit harsh?

Doesn't matter what anyone here thinks. If you think it's harsh then make a complaint to Lloyds. And if you're not satisfied with their response let the FOS look into whether you were treated fairly or not.

Utterly useless bank - avoid at all costs!!!!!!!!!!

The "cost" to me of avoiding them would run into £100s per year, so I think I'll stick with them.

Everynamestaken

You are alright bad mouthing them but you have to take some responsibility too. Obviously you have other options if you wish to complain instead of just writing on here.

when you say that the someone from lloyds said 'well the fees will just build up then won't they?'. What did you actually say prior to that response?

Finally, I get interest on my money in Lloyds and never go over drawn, due to internet banking and other varying ways to help me look after my finances. You need to look into things more, i.e why was that standing order not to set up?

The banks are here to make money. They are not a charity, and you need look at ways of paying that back now by checking your direct debits and also looking ways of doing no un-necessary spending which I'm sure the debt free forum will help you with

eskbanker

If the only money going into the account was a small standing order to cover interest then I can see why they'd have a problem with that, as it suggests you have funds elsewhere and are no longer paying in salary, etc, to your Lloyds account.

If the SO wasn't made for whatever reason then that would exacerbate the situation and make the alarm bells ring even louder.

Coupled with the fact that any overdraft can be withdrawn at any time, it seems hardly surprising that they'd elect to remove this facility from your account, even if you could convince them that you could start to service it again.

reppie

I don't have any other option sadly, the FOS process will take so long there will be £500 of fees added to my account. They have closed the complaint saying they can take away an overdraft at any time regardless. They closed it without even speaking to me. As I stated I am managing my debts which included this one with its interest and monthly fee. The £80 will tip me over the edge simple as that, but they just don't care. That is the point I am getting at. They don't care about the fact that I cannot afford these charges and have offered no options to me about it.

It's all very well looking down on people who are in financial difficulty, but you know what, I was about to not be, and they have ruined it all for no reason.

reppie

eskbanker wrote: »

If the only money going into the account was a small standing order to cover interest

It was more than that but they don't specify. The letter said 'no payments' which patently isn't the case.

But the issue is that they are ruining someone for no reason and just don't care. All that will happen is an unserviceable account, they won't get their interest payments or monthly fee now either

YorkshireBoy

reppie wrote: »

the FOS process will take so long there will be £500 of fees added to my account.

But if the FOS rule that you've been treated unfairly (although from here it doesn't sound like it to be honest) you'll be reimbursed, and have your credit file put back in the position it was.

Nothing to lose and everything to gain?

Or did you just want a whinge?

reppie

Everynamestaken wrote: »

when you say that the someone from lloyds said 'well the fees will just build up then won't they?'. What did you actually say prior to that response?

I said 'but I just can't afford to pay these fees.'

Everynamestaken wrote: »

The banks are here to make money. They are not a charity

Indeed - hence they were getting a monthly OD fee and interest from me every month

reppie

YorkshireBoy wrote: »

But if the FOS rule that you've been treated unfairly (although from here it doesn't sound like it to be honest) you'll be reimbursed, and have your credit file put back in the position it was.

They won't will they because they can remove an OD without warning or reason.

I am simply trying to point out how little they care about their customers - or ones who potentially aren't loaded and have 'perfect account histories, thank you very much'. Perhaps make a few people think 'wow, Lloyds are pretty harsh. Maybe I'll use someone else.'