Lloyds Bank terrible customer service/care

reppie

Thanks for your reply Cheryl, but I've tried several times to speak to CSU in exactly that way. I've been promised a callback by your complaints team. I've been put through from CS except not actually put through there. It's not like I haven't tried to sort this out and speak to someone. People have mentioned in-branch advisers whereas all I got was an oik telling me it was tough.

My complaint went to the CEO team so I can't imagine completing the online form is going to help. They closed it without even speaking to me, based on incorrect facts, and the only option I have is the FOS. By the time they reply my account will be at £1000 overdrawn with no planned overdraft. I have not been offered an alternative by anyone in Lloyds other than 'tough' and 'write to the FOS' which will take 6 months, by which time it will be too late.

Lloyds_Bank

reppie wrote: »

Thanks for your reply Cheryl, but I've tried several times to speak to CSU in exactly that way. I've been promised a callback by your complaints team. I've been put through from CS except not actually put through there. It's not like I haven't tried to sort this out and speak to someone. People have mentioned in-branch advisers whereas all I got was an oik telling me it was tough.

My complaint went to the CEO team so I can't imagine completing the online form is going to help. They closed it without even speaking to me, based on incorrect facts, and the only option I have is the FOS. By the time they reply my account will be at £1000 overdrawn with no planned overdraft. I have not been offered an alternative by anyone in Lloyds other than 'tough' and 'write to the FOS' which will take 6 months, by which time it will be too late.

I can appreciate your frustration. What happens when you call the number I provided? In this case, it may be best to call our PhoneBank team on 01733 347 007 and ask one of my colleagues to stay on the line with you until they reach our Customer Support Unit.

To confirm, have you received a 'final response' to your complaint?

Thanks,

Cheryl

reppie

I will try that number, thanks.

Yes I did - don't you find it totally ridiculous that in this situation when someone is complaining of hardship and unfairly/unethically applied fees, a complaint should be closed and a final response sent without even speaking to me? and therefore based on incorrect information?

Lloyds_Bank

reppie wrote: »

I will try that number, thanks.

Yes I did - don't you find it totally ridiculous that in this situation when someone is complaining of hardship and unfairly/unethically applied fees, a complaint should be closed and a final response sent without even speaking to me? and therefore based on incorrect information?

The letter you've been sent should have contact details for our Customer Services team; you may wish to give them a call to discuss your concerns. If you remain unhappy with the way in which we handled your complaint or the result, you can ask the Financial Ombudsman Service to look at your case for free.

Thanks,

Cheryl

reppie

It has the numbers of the team which dealt with the complaint, who couldn't care less because a final response has been sent. There's no come back for me which is my point. I wasn't spoken to and there's nothing I can do about it. It's like going to court only to be told that the judge decided the outcome of the case while they were on the toilet with their morning coffee before even seeing your case notes. It leaves me with the FOS which takes 6 months, which puts me back at square one with a re-ruined credit history and £500 of fees.

SuperHan

reppie wrote: »

the only option I have is the FOS. By the time they reply my account will be at £1000 overdrawn with no planned overdraft. I have not been offered an alternative by anyone in Lloyds other than 'tough' and 'write to the FOS' which will take 6 months, by which time it will be too late.

As the earlier posts say, if the complaint is upheld then all the additional fees will be refunded. Or are you just worried that you don't have a valid complaint, so the fees will mount and not be cleared?!

It may also be worth getting a sub prime credit card and hopefully get a sufficient limit to do a money transfer in to the bank. For £500 this shouldn't be too much of a problem if you've been managing all of your debts. Even at a 50% APR, you are looking at it costing £25 per month in interest, which is better than the £80 from Lloyds.

Because of my credit record sadly. This is what I mean - I've sorted so much of my debt out and am servicing the remainder (4 months and it will all be gone), until now. This will be a fresh black mark which will take another god knows how long.

And also, if you intend to be debt free in 4 months, you were looking at paying at least £125 a month to clear the £500. It sounds like you have other debts, so after the 4 months you will likely have more to put towards it. Paying £125 will have the debt cleared in 10-11 months. Prioritise your OD over your other debts and you'll have it cleared quicker.

A SOA will help others point out savings to help clear it even faster.

reppie

The complaint won't be upheld because the FOS don't look at morals. They just look at what the banks are allowed to do, and they are pretty much allowed to do what they like. I have a valid case of Lloyds not caring about their customers which isn't a valid FOS complaint. It doesn't matter that their letter saying I don't use the overdraft and haven't made any payments is wrong, they can still withdraw the service in order to rip me off if they choose. I am quite worried to even apply for a new CC to be honest as it will be another negative on my credit history if it is refused. I am exploring all other options first.

Regarding the timescale it was for illustration, to show what a joke of a system of fees it is for someone in my position. In a few months I should be able to afford more yes, but it is likely that it will already have affected my credit record by that time. I can't prioritise this over my existing debts as that will lead to defaults on those.

As already mentioned, I know what an SOA is, I have done one for myself, the fact that I don't feel the need to show it to the world doesn't mean I'm a troll or making this up. I can see what needs to be done myself.

BMN

The FOS also looks at what is fair and reasonable. I don't know what you said in your complaint but if you pointed out hardship and your complaint was just closed then I don't think the FOS would find that to be fair and reasonable.

It's good that you have done a SOA and analysed it yourself but the input of others might help you in ways you haven't even considered.

reppie

It could be a long shot, it's just the turnaround time that is off-putting. In my experience/friends' experience banks never correct your credit record once they've knackered it either!

martinbuckley

I find there is often a link between banks that are terrible and those who spend money they don't have in their account.