Lloyds PPI ups and downs

daimonde

After a long absence lurking I have to get this off my chest.

I claimed a PPI refund for my wife not too long ago, using the stock info provided on this site, it was pretty painless. From that side, id definitely recommend anyone give it a go themselves.

A nice surprise when our complaint was upheld and cheque followed shortly after.

But this was where the problems started. The letters with the decision explained any remaining PPI would be cancelled, the loan balance recalculated. Fine, reduced balance we'd use a little of the refund to clear it. It said to give them a month to do this, so i waited.

A month came and went, as did the next repayment, with the PPI included. So i called them up. And i frankly wish I hadnt.

I spoke to 6 people that afternoon, an hour wasted, none of whom could answer my queries, they couldnt understand I wanted to pay the balance and that the PPI was still in place. One of the 6 was a manager who would 'escalate the issue'. They all point blank refused to call me back.

I then complained via the Lloyds website the same day. That was 2weeks ago & we've heard nothing, no email, no letters, calls nothing. So i rang them again today, spoke to another 3 people, 3 departments who just passed the buck, 30mins of ever increasing blood pressure.

One said they would follow up, which frankly is hollow and has no meaning, they didnt say they'd follow up with me, wouldnt get back to me at all. I asked them what that meant to me, they told me to call back in two days ?! They may as well as said 'I cant tell you anything Id like you to hang up please'.

I did at one point get through to the commercial PPI number by mistake and spoke to someone on a clear line in the UK, quite opposite from the dreadful connection far far away for the personal PPI complaints.

I've never complained about anything before, I work in customer services, I have some empathy with the people im speaking to, I wasnt ranting & raving, kept calm cos I hate it if that happens to me but this, after 9 people, countless departments, an unanswered email query (which today I was told would be answered in 48hours - although sent 14days ago ?!) I have lost the plot with Lloyds. Ive been with them for about 25years and it definitely wont reach 26.

If this is anything like the experience others have - cant imagine what its like for those who dont receive payments - then that latest fine they've had is richly deserved.

Other than having a general whine (sorry) the only other real point for posting would to be ask if i should take this to the Financial Ombudsman, any point or any other advice, lloyds numbers to ring (other than 08001510292 & the main 0845 3000000)... ?


Cheers,

Dave.

dunstonh

If it was a loan, the Lloyds front loaded their PPI on those. So, there are no future payments to be refunded or reduced off a payment. That only happens on mortgages, credit cards and monthly premium PPI on loans.

The cheque is effectively your refund. The loan will continue unchanged.

-taff

Complain to them in wiriting, if you don't hae a satisfactory response, go to the FOS.

Was your redress inclusive of the added interest? Because if it was, as duston says, you'e have your payment back, and your loan amount will continue nchanged, otherwise you will be getting a double refund.

amersall

The letters with the decision explained any remaining PPI would be cancelled, the loan balance recalculated.

The bank should have removed the whole of the PPI from the loan and reduced the loan monthly payment by the PPI monthly amount.

I would get in touch with the Ombudsman if I were OP.

Ian011

daimonde wrote: »

... lloyds numbers to ring (other than 08001510292 & the main 0845 3000000)... ?

Lloyds main number is now 0345 300 0000.

Calls to 03 numbers cost the same as calling 01 and 02 numbers and count towards inclusive allowances on landlines and mobiles

daimonde

Thanks for the feedback.

I was told the PPI was still in place over the phone and the letter did say it would be recalculated, but yes the refund did include interest.

All I initially rang them for was a clear picture and a balance which they somehow were incapable of providing. I wasnt fishing for extra money, just freeing up the monthly repayments I presumed, probably incorrectly, the continued premium was affecting. So why could none of the many people I spoke to help with that.

And thanks yes I did dial 0345, must be old habits typing 08

Sgtbash5624

I was looking on google the other day and happened to see that lombard direct was taken over by RBS ,i then had a thought that i had taken out a loan with Lombard in the 90's so i looked at the RBS page to see how to check, called them up, they said yes you had a loan in 1997 with ppi, so i filled in the forms on wednesday, they acknowledged it via text on friday and texted me on monday to say they will give me £400,all done in less than 5 days,Now Lloyds on the other hand rejected my claim,then i saw that the FOS had advised all Lloyds customers to get them re-investigated as Lloyds were doing it all wrong, so i did, they accepted my complaint to re-investigate my original complaint,15 weeks later !!!! still nothing.Useless.