Lloyds, credit point machines, money doesn't instantly go in

Iwanttobefree

Hi all, I suspect many of you are all ready aware of this.

Every time we go into our Lloyds branch and stand in the queue to pay money in, we get pulled out of the queue and told to use the automated paying in machine.

My wife was in there a few days ago paying in money at 2pm that had to be in the account by 3:30.

Again she was pulled out of the queue, she said the money needs to be in there today, the Lloyds member of staff incorrectly said "cash goes in instantly"

This morning we check our bank account online and find that an important DD has been returned due to insufficient funds.

A phone call to Lloyds, explaining what happened and that we have the receipt showing the money was paid in at 2pm, they have given us £17 good will gesture (didn't ask for or expect it) and apologised.

Lloyds said that the member of staff was wrong saying the money goes in straight away and it can take 2 hours to go in, hence that's why our money wasn't in by 3:30 deadline. And that if we need to pay money in urgently, refuse the staff members request to use the machine and pay it in over the counter instead.

They also said they would contact the branch to make them aware its not instant.

glider3560

According to the terms and conditions, the cut-off time for direct debits is 2:30pm.

However, that doesn't change the fact that the terms and ambiguous about when "Immediate Deposit Machine" deposits actually get credited. It says "same working day" provided it is before the cut-off, but there is no clarity on the actual time of day the deposit will actually show.

System

The automated machines in Halifax and BOS show cash immediately.
Did the machine count the funds itself or did you enter the value?

Missus_Hyde

Iwanttobefree wrote: »

Hi all, I suspect many of you are all ready aware of this.

Every time we go into our Lloyds branch and stand in the queue to pay money in, we get pulled out of the queue and told to use the automated paying in machine.

My wife was in there a few days ago paying in money at 2pm that had to be in the account by 3:30.

Again she was pulled out of the queue, she said the money needs to be in there today, the Lloyds member of staff incorrectly said "cash goes in instantly"

This morning we check our bank account online and find that an important DD has been returned due to insufficient funds.

A phone call to Lloyds, explaining what happened and that we have the receipt showing the money was paid in at 2pm, they have given us £17 good will gesture (didn't ask for or expect it) and apologised.

Lloyds said that the member of staff was wrong saying the money goes in straight away and it can take 2 hours to go in, hence that's why our money wasn't in by 3:30 deadline. And that if we need to pay money in urgently, refuse the staff members request to use the machine and pay it in over the counter instead.

They also said they would contact the branch to make them aware its not instant.

Having read this post, I seem to recall a member of Lloyds’ staff suggesting to me, whilst waiting in the queue to pay money in to our account, that I should leave the queue and pay in at the automated pay in machine.

I suppose it’s possible that they were trying to save me some time, or give the counter clerk less work to do, or cut the number of staff needed on the counters, but whatever the reason, my retort was “Thanks very much, but I prefer to pay in at the counter” and that was that! There was no further explanation needed. :cool:

Iwanttobefree

Heng_Leng wrote: »

The automated machines in Halifax and BOS show cash immediately.
Did the machine count the funds itself or did you enter the value?

Counted itself.

My wife was in the bank this afternoon and told one of the women what had happened, the Lloyds woman said they were all told that if you pay cash in, it's in there immediately and you could go to the cash point and take it back out.

She said she would speak to her manager about it and let him know what happened to us and what we were told.

It gets a bit odd when I looked into it some more, my wife paid in £90 to cover 3 DDs, they paid two of them and rejected one. And the rest is as my OP.

But if the money hadn't gone in, why did they pay the first two (basic bank account that we only use for our direct debits no OD), and presuming it had, why didn't they pay the last one.

Maybe it was simply a screw up on their part, they jumped to offer us £17 compensation, but why say it takes two hours if it doesn't, and why train the staff to say it's instant if it isn't?

PeacefulWaters

Did you have an uncleared cheque?

KJSmith

Cash paid in at their Immediate Deposit Machines has always been available in my account right away every time I've used them.

If 2 of the DDs were paid, this suggests the money was indeed credited before 2:30pm but there wasn't enough funds available for the 3rd DD to be paid. Perhaps the money wasn't available because of an uncleared cheque or pending debit card transaction?

Iwanttobefree

Bank only used for our direct debits, don't use debit card.

I've just checked the bank,


They paid 3 DDs on the 11th including one for £39.39

That left us £82.97 overdrawn

My wife paid in £90 on the 11th showing on the statement and that leaves us £7.03 in credit

Then there's a returned DD the same day for £39.39 leaving us £46.42 in credit.

Today there's £2 refunded for the cost of the phone call by Lloyds and there's £15 refunded for compensation due to their error.

EDIT

Nope, I'm wrong, you are right, just looked at it further, a cheque for £35 was paid in on 6th Dec but shows up straight away as part of the balance. So it was our (wifes ) fault.

Ah well, makes up for all those times in the past they've done things like bounce a cheque as it will take me 50p OD then charged me something like £10 for doing so