How to follow up a complaint about Club Lloyds lifestyle benefits?

JustAnotherSaver

All my family get their cinema tickets no problem with the exception of my mother. This has gone on for certainly 2, probably 3 years.

My wife & I have 3 accounts between us. That's 18 tickets no problem.
My sister has 1 - that's 6 tickets
Brother has 1 and got his 6 tickets.

My mother emailed her complaint off to the Club Lloyds lifestyle benefit team & got some reply saying they were looking in to it. That was probably around October last year.

Early December she follows it with a letter this time (postal letter). This time we went in to her account to find out that her details were incorrect. I forget what they were exactly whether it was address and email or phone number and email. I think the latter. Anyway, email was certainly incorrect.

Basically her email if using my username would've read ;justanothersaver@givememytickets.com when the actual email address should be justanothersaver@givememytickets.com

Same with the other thing which i think is phone number - ;01234567890 instead of 01234567890.

She pointed this out in her letter and stated that there appears to be no way to edit it herself when being logged in.

Anyway, still no tickets, still no reply.

Aside from the funny replies of ignore it & move on, what's the best course of action here (to get this sorted & get the tickets)?

KJSmith

Does her email address and phone number appear incorrect when logged into her Internet Banking or is it just incorrect on the Club Lloyds Lifestyle Benefits site?

18cc

Have you tried calling them?


Telephone: 0345 303 0303 ( 01733 462224)

JustAnotherSaver

KJSmith wrote: »

Does her email address and phone number appear incorrect when logged into her Internet Banking or is it just incorrect on the Club Lloyds Lifestyle Benefits site?

They appear correct on her internet banking but incorrect on the Club Lloyds Lifestyle Benefits site

18cc wrote: »

Have you tried calling them?


Telephone: 0345 303 0303 ( 01733 462224)

No she hasn't.

From personal experience from both of us, although moreso me as i've had more dealings with calling companies like this, calling is actually the worst option. I know that goes against the train of thought on this forum but i can only speak from personal experience.

A lot of it comes down to people seemingly not having a clue what you're on about or just giving you plain old bad information.

I'll give you the most recent example - i called up a short while ago to ask when the 0% on purchases ends on my HSBC credit card. I thought surely they can't get that wrong.

3 months.

You sure i asked?

Yes they're usually 3 months.

Hmm, i'm not asking what they usually are. I would like a specific date that is specific to my account.

Goes away ....

24 months.

Ok would you mind providing me an exact date so that i know precisely when to pay my card off, if that's possible?

Comes back ... sorry it's 3 months.

Are you sure this time?

Hang on a second let me go speak to someone she says.

Comes back ... it's 26 months.

Really? Are you absolutely sure?

Yes yes, sorry about giving the wrong information. 26 months is certainly correct.

Ok that's fine don't worry about it but would you mind giving me a specific date if it's possible?

Ok well you took your card out on such-&-such a date so 26 months from then is [date] [month] [year].

Ok thank you.


Then a few seconds after i hung up i had one of those hang on a second moments as i realised the date month & year that she gave me was 19 months after i took the card out.

This isn't just a 1 off. It's happened with numerous companies over numerous things. I find it's much better to communicate in writing.

gt94sss2

Call them. The Club Lloyds Lifestyle Benefits site is run by a 3rd party and it sounds like something which can easily be solved over the phone rather than by letter.

KJSmith

If you're determined to solve this yourself without phone contact, I'd try "changing" the email and phone number but inputting the same details. This should force the data to be replicated across all of their systems. Although as the details aren't really changing I'm not sure if you'll be able to do this through Internet Banking. In which case you'd need to do so at a branch or through Telephone Banking (if registered with a Security Number OR by calling through the Mobile App).

In terms of registering a complaint, you're going to want to contact Lloyds itself, rather than the Lifestyle Benefits team which is essentially a different company that administers the scheme on behalf of Lloyds.

JustAnotherSaver

Thanks KJSmith

gt94sss2 wrote: »

which can easily be solved over the phone rather than by letter.

I don't think i agree with the "rather than by" part.

With a full explanation in writing i see no excuse as to why it can't be fixed.

"by phone as well as by letter" i would agree with but unless these people are unable to read then i see no reason why contacting via letter would suddenly have them struggling to understand the situation.

hoc

I have not had problems with the rewards but I can tell you it took over 10 interactions with Lloyds for them to correct my name which their system suddenly decided to double up (like a middle name) after years of being correct. Online banking showed correct. Writing made no difference, I did not even receive a reply. You have to call and hope to get connected with someone interested and capable of resolving. Unfortunately, while polite most reps are not very good at actually solving such issues. Persevere. In the end I forwarded the case reference to my branch manager and threatened to leave and they resolved it.