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Trustcard Plus points: Lloyds lie about redeeming

edited 30 November -1 at 1:00AM in Credit Cards
32 replies 16.6K views
wrongplanetwrongplanet Forumite
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edited 30 November -1 at 1:00AM in Credit Cards
I've never bothered with Trustcard Plus points in the past as all you can use them for these days is to buy vouchers for Argos etc. at a 10% discount,

However my latest statement says:
Don't forget you may have unredeemed Trustcard points to use
As you spend, you collect points which you can exchange for high street vouchers. Your points balance can be found on your monthly credit card statement.
To find out more about our selected retailers or to redeem your points, simply call us on 0345 603 7132.


That's new. I've got over 7800 points so I gave the number a call, only to find it's still the old 10% off deal.

OK, call Trustcard Customer Services to complain about what is at best a misleading statement.

Had no problem explaining that wording did not agree with facts and asked to make a complaint.

They came back with, in precis, that the wording had been approved and wouldn't be changed. I was offered £9 compensation for my calls and time.

So Lloyds lie about the way TC Plus points can be exchanged and when challenged take the line that as it was approved it's OK.

Did any other Lloyds customers have this on their statement and any suggestions as to how to proceed from here?
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Replies

  • zx81zx81 Forumite
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    What can you redeem the points for?
  • edited 14 March 2018 at 1:19AM
    Ben8282Ben8282
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    edited 14 March 2018 at 1:19AM
    What has this got to do with Lloyds?
    Lloyds and TSB have been separate banks again for years now and Trustcard is an ancient TSB credit card product from pre-Lloyds/TSB days when TSB was known as the Trustee Savings Bank. IF you really do still have a Trustcard after all this time the statements will be coming from TSB not Lloyds.
    Although I wouldn't suggest closing this account due to it's extreme age I would suggest applying somewhere for a more up-to-date rewards or cashback product.
  • wrongplanetwrongplanet Forumite
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    +zx81 You can only use them by buying vouchers at a 10% discount. A £50 voucher would cost you £45 and 50 points, which is not the same as exchanging them for vouchers.

    According to the leaflet I was sent dated 1/18, current participants are Argos, Currys/PCW, Boots, Leisure Vouchers, House of Fraser, National Garden Gift Vouchers, Mothercare, Debenhams, Waterstones, Halfords, Laithwaite's, WH Smith and Arcadia.
  • wrongplanetwrongplanet Forumite
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    +Ben8282
    What has this got to do with Lloyds?
    Well for a start my Trustcard statement has the Lloyds Bank logo, name, website and so on, which may suggest it is something to do with them.
  • DobbibillDobbibill Forumite, Board Guide
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    OP - it's a historic card no longer offered to new customers.

    I don't think a reminder on your statement to exchange your points should lead you to believe they've changed the also historic rewards structure for this particular card.
    Badly worded - possibly but if you've had the trustcard that long and not bothered before, I'm not sure I understand why you are getting frustrated with a small sentence on your statement.
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  • PeacefulWatersPeacefulWaters Forumite
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    +Ben8282
    Well for a start my Trustcard statement has the Lloyds Bank logo, name, website and so on, which may suggest it is something to do with them.

    Yeah, but apart from that?
  • SystemSystem Forumite
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    Ben8282 wrote: »
    What has this got to do with Lloyds?
    Lloyds and TSB have been separate banks again for years now and Trustcard is an ancient TSB credit card product from pre-Lloyds/TSB days when TSB was known as the Trustee Savings Bank. IF you really do still have a Trustcard after all this time the statements will be coming from TSB not Lloyds.
    Although I wouldn't suggest closing this account due to it's extreme age I would suggest applying somewhere for a more up-to-date rewards or cashback product.

    To correct part your very abrupt comment...

    The current TSB Bank was actually Lloyds TSB Scotland / TSB Scotland and never previously operated outside Scotland.

    It isn't the previous organisation simply demerged.
  • edited 15 March 2018 at 1:03AM
    EarthBoyEarthBoy Forumite
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    edited 15 March 2018 at 1:03AM
    Ben8282 wrote: »
    What has this got to do with Lloyds?
    Lloyds and TSB have been separate banks again for years now and Trustcard is an ancient TSB credit card product from pre-Lloyds/TSB days when TSB was known as the Trustee Savings Bank. IF you really do still have a Trustcard after all this time the statements will be coming from TSB not Lloyds.
    Although I wouldn't suggest closing this account due to it's extreme age I would suggest applying somewhere for a more up-to-date rewards or cashback product.

    Lloyds inherited the TrustCard brand when they merged with the old TSB. Existing customers kept their TrustCards, but they were no longer issued to new customers. After the new TSB was formed, both Lloyds and TSB kept the rights to the TrustCard name, like they both did to several other ex LloydsTSB brands, so existing TrustCards can be from either Lloyds or TSB.
  • edited 15 March 2018 at 6:20PM
    wrongplanetwrongplanet Forumite
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    edited 15 March 2018 at 6:20PM
    +Dobbibill TBH I didn't think they'd changed the way you redeemed points but it was worth checking, hence my call to the redemption number.

    Their response to the wording when I read it to them was "Oh, that's a bit optimistic" and they confirmed the scheme had not changed.

    So I called Lloyds CC CS number, expecting something along the lines of 'Oh yes, I see what you mean - it is misleading/badly worded. We'll make sure it doesn't go out again'.

    Instead they came back with what I wrote in the OP - the wording had been approved (at several levels apparently) and wouldn't be changed.

    I do wonder if they actually understood the way the old Trustcard Plus points worked, but with them stating the wording has been 'approved' then it surely must be correct and as a result one should reasonably expect be able to exchange points for vouchers.
  • wrongplanetwrongplanet Forumite
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    The next statement has arrived and the wording is exactly the same.

    I did suggest they change it to something like "...which you can exchange for a discount on high street vouchers" which got the 'the wording had been approved and wouldn't be changed' response above.
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