Lloyds Resolver Bank Charges

MeAgainstWorld

Hi All ,

i filled out a form with resolver as lloyds have taken nearly £500 in charges since may 2015 , i know to some that isnt a lot but im on benefits and i already struggle , they were taking a charge nearly every month because i was caught in that loophole where they took it on a day i didnt have funds ,
i noticed there charges changed halfway through , first it was £20 and then a £6 (overdraft unplanned) every month , then it went to one payment of £30 every month ,

i just got off the phone and i cant believe how rude the woman was , she said :

"we arent refunding you anything , we did it twice may 2015 as a goodwill gesture but the charges were correctly applied so can i close this complaint"

i asked why the charge amount was changed and at first she said seperate things she said "you wouldnt have been charged the £6 unplanned overdraft fee as you dont have that account" then she said "hold on" waited 5 minutes and then she came back and said "you had a cash account we dont do them anymore so we automatically switched you to a basic account, and again we applied those charges correctly"

i stated that i was struggling and she huffed and said "here is the customer care number tell them you are struggling , so can i close this account"

i said "its best not to as i asked resolver to help me"
she said "well it WILL BE CLOSED unless i send you a letter with the ombudsman information , look we dont do refunds on bank charges"

i explained the £20 they took yesterday made my grocery shopping online order not go through
she said "as of yesterday we wont be making charges to your type of accounts for unpaid DD"

i was hoping i would have had somthing back , oh well i tried , i just wish she wasnt so rude

[Deleted User]

MeAgainstWorld wrote: »

i stated that i was struggling and she huffed and said "here is the customer care number tell them you are struggling , so can i close this account"

i said "its best not to as i asked resolver to help me"

Resolver cannot and will not "help" you in any way. Resolver is simply an E-Mail template which allows you to make your own complaints in a convenient format.

Since the 2009 court case was won by the banks, Bank charges have not been refundable unless you can show that you are in the Bank's definition of Financial Hardship.

The woman may have been terse in her responses, but that's probably because she deals with a lot of such "complaints". She didn't tell you anything that wasn't true, however.

You should post on the "Debt free Wannabe" board of this forum where you will find posters with a wealth of experience and who can help you budget more effectively so that you do not incur Bank charges.
http://forums.moneysavingexpert.com/forumdisplay.php?f=76

rq9292

If she was as rude as you say then it might be worth making a complaint about her poor customer service! The bank might off a token D&I payment.

-taff

As she said, they have already helped you twice by not charging in 2015. They don't have to keep doing that thanks to the court case in 2009.

If you are currently in finacial hardship, it would be better if you sorted a new bank account where you couldn't go overdrawn if possible.

Go to the debt free wannabe board for help with budgeting as this seems to be a problem that hasn't gone away for at least two years.