0845 number lloyds credit card

mazzy

I had to call lloyds CC over a query on my statement. The phone number for customer services on the statement begins 0845, on phoning it you get a message stating that it's now 0345 number so redial. When I got through I asked why they do not change the number on their statement as I now will have been charged for two calls. The girl I spoke to hedged around and admitted that it's been like that for a while and when I insisted that I wanted to lodge a complaint about it offered me a refund of £4.00 for my calls and a goodwill payment of £20 if I dropped the complaint but did give me a ref number if I wanted to take it up at a later date. All very odd which leads me to think very wrong that they are still giving out 0845 number. When that has happened on other numbers that have changed there is usually a message saying you haven't been charged for the call but definitely wasn't the case here as the girl rang it and confirmed I was right.

As statements are not pre generated months in advance I cannot possibly see the reason for not changing it on the statement. She did say it's different online but I get fed up with it being assumed everyone does their banking online.

jonesMUFCforever

I would imagine they have millions of sheets of paper to go through before they can change things LOL

Ian011

The FCA regulations requiring an 01, 02, 03 or 080 number for existing customer contact, and banning the use of 084, 087 and 09 numbers, were published on 23 July 2015 and came into force on 26 October 2015.

The possibility of such regulation was discussed during the summer of 2013, and several times after that. All of this should have been long enough to comply and to update websites, apps and paperwork.

It is good that calling the 0845 number tells you to re-dial the new 0345 number. Some banks do not do this, with both numbers working in parallel and no indication of the new number if you call the old number. It's not so good that the 'please re-dial 0345' announcement is chargeable, but there is no requirement for it to be free-to-caller. The big issue is the paperwork that has still not been updated to show the new number.

Be sure to make a complaint to the FCA and mention that you were offered money to not make an official complaint.

mazzy

So I was right to think it was wrong, thank you for your reply and I will be reporting it. The offer of £20 was to stop me raising the complaint within Lloyds so will do as you suggest.

prowla

Whenever I see a premium rate number I always look it up on http://www.saynoto0870.com/

Ian011

prowla wrote: »

Whenever I see a premium rate number I always look it up on http://www.saynoto0870.com/

That's all very well, but customer services, financial services, public services and healthcare services are no longer allowed to use 084, 087 or 09 numbers.

Most organisations have changed their numbers. The best place to look for the replacement number is on the official website of whoever you intended to call. The issue is that some organisations have been a bit slow to update paperwork and other places their numbers are promoted. Very many third-party websites may never be updated.

Getting the new replacement 01, 02, 03 or 080 number from the official website has to trump typing in an obsolete 084 or 087 number into a third-party website and getting an unofficial geographic number in return.

Dobbibill

There should be a few numbers on the back of your card too.
Some being 0800 or +44 17 etc for overseas which, when replacing the +44 with a 0 gives you a UK number that begins 01

[Deleted User]

Most mobile providers inc. 08 numbers in your usage allowance anyway.

Ian011

Dobbibill wrote: »

There should be a few numbers on the back of your card too.
Some being 0800 or +44 17 etc for overseas which, when replacing the +44 with a 0 gives you a UK number that begins 01

By now, we should all be done with looking for alternative numbers.

Most organisations have replacement 01, 02, 03 or 080 numbers detailed on their website and the 084 and 087 numbers have been, or are being, phased out.



See also
https://forums.moneysavingexpert.com/discussion/5437763

Ian011

venison wrote: »

Most mobile providers inc. 08 numbers in your usage allowance anyway.

Err no.

Calls to 080 numbers are free-to-caller from landlines and mobiles.

Calls to 084, 087 and 09 numbers are premium rate with an additional Service Charge paid to the benefit of the called party and their telecoms provider.

https://www.nidirect.gov.uk/articles/contacting-08-and-03-numbers

It is 03 numbers that are inclusive on landlines and mobiles else charged at geographic rate.

mazzy

Ian011 wrote: »

That's all very well, but customer services, financial services, public services and healthcare services are no longer allowed to use 084, 087 or 09 numbers.

Most organisations have changed their numbers. The best place to look for the replacement number is on the official website of whoever you intended to call. The issue is that some organisations have been a bit slow to update paperwork and other places their numbers are promoted. Very many third-party websites may never be updated.

Getting the new replacement 01, 02, 03 or 080 number from the official website has to trump typing in an obsolete 084 or 087 number into a third-party website and getting an unofficial geographic number in return.

I can see that the official website is the best place to go but even these days some may not have access to a computer. I really think that if that ruling has been in place so long any recent paperwork should have been changed by now. It leads me to think it's a bit of a scam that it has not been done as Lloyds are still getting paid for the 0845 calls, it was when I said that to the woman I spoke to and said I wanted to register a complaint she went off to speak to someone and cthen offered the £20 to withdraw it.

I know some people will think it's a fuss about nothing but it annoys me to think they are getting away with it.