Lloyds bank problem

azza72uk

Hi all,
First post I hope this is in the right place. I am at the end of my tether here, don't know what to do.

So three years ago me and my partner bought a house, we got a mortgage and a joint current account with Lloyds. The address on the account was her old address, when we moved it we updated the address. Since then we have had issues with the address, I've been in branch and I've been told all addresses are up to date. But whenever we pay for anything on the debit cards that requires an address it will only go through if we use her old address. When adding the debit cards to a PayPal account they will only be accepted with her old address. This came to a head today when I was unable to get a phone contract because the debit card security check failed due to the address, I phoned customer service twice who again told me addresses where correct and the problem was with the shop, despite going in two diff shops. Just don't know how I can get this sorted, so fed up.

YorkshireBoy

How to complain

Write to us

Write to us at Lloyds Bank, Customer Services, BX1 1LT.
In order for us to resolve your complaint as quickly as possible, please include the following information in your letter:

• Your account details – this helps us to find the account you are complaining about.
• As much information about the complaint as you feel able to give.
• Are there any particular actions you wish us to take to resolve your complaint? If so, please include them.
• We will contact you by phone once we receive your letter, so it’s important that you tell us the best telephone number and the best time to contact you.

http://www.lloydsbank.com/contact-us/how-to-complain.asp

Re the first bullet, be sure to include ALL account details/numbers (eg mortgage, current, and any savings accounts) for both of you.

Re the third bullet, this is where you tell them that you want the same, correct, address registering against all your accounts with them. You also want them to confirm they're reporting the correct address to all 3 credit reference agencies and any/all fraud prevention agencies they use/report to. Also include any financial compensation in this section, including phone calls, time spent (at £10 per hour), travel costs to branch, and also something for the distress and inconvenience you've suffered. Close by stating that their response to your complaint, in this regard, will determine whether you feel you can continue your banking relationship with them.

Re the last bullet, tell them (in your complaint letter) that, whilst you're happy to receive a phone call to confirm receipt of your complaint, all future contact MUST be made in writing.

Vortigern

Check with the credit reference agencies - they may have the wrong address.

Are you on the electoral roll at the new address?

Anthorn

Vortigern wrote: »

Check with the credit reference agencies - they may have the wrong address.

Are you on the electoral roll at the new address?

Yup get your credit reports and check that the new address is listed with the accounts and that your old address is listed as a linked address.without accounts. If the account is listed with your old address there's your problem. In that case contact the lender and ask them to change the address on the account at the CRA or to update the account.

jonesMUFCforever

I would suggest that next time you are in a branch you ask them whether they hold a ''correspondence'' address in addition to mailing address.
They need to check this for all joint and sole accounts in both names.