Problem using Debit Card online since moving house

xylophone

Have they tried making a formal complaint in writing?

marmitemum

No they have not tried making a formal complaint in writing. We still keep hoping it will sort itself out but it hasn’t yet. Declined again this morning.

xylophone

We still keep hoping it will sort itself out

I know " hope springs eternal" but they'll be waiting for all eternity if they don't act now.

Formal complaint. Now.

marmitemum

Finally it’s resolved. My son in law had tried twice before to sort this out with the customer enquiries number and had been told all was fine and there shouldn’t be any problem. On my suggestion, my daughter registered for Phone Banking. She called them last night, explained the situation to the advisor - and the advisor found not only an “address check” on her accounts, but also a “minor check” (she’s 25!). The advisor was able to remove the address check there and then, but told her she needed to take ID into a branch to verify her age in order for the minor check to be removed. My daughter had opened an account originally when she was at school, and Lloyds had omitted to remove the minor check when she progressed to a student account and then a full current account. Re the address check, my daughter recalled that she had never herself updated her account to reflect her new address - she had gone to change it and found it had already changed, presumably because her mortgage is with Halifax who are part of Lloyds. Lloyds procedure for address change is that you have to request a form, fill it in and return it by post. We speculate that because it was changed automatically, and the address change department didn’t get a form, that this sparked the address check.

So today she went into a branch with her birth certificate and marriage certificate. She saw a chap who photocopied the documents and had a look at her accounts. He told her he’d removed the minor check and “a load of other weird stuff”. She looked at him to ask what that all was, and he replied “don’t worry it’s all sorted now”. What a palaver! I’d love to know what all the “weird stuff” was but she’s just happy that it’s sorted. The existence of the minor check explains why she and her husband had each had problems applying for a loan (but not car finance - she’s had two finance plans in the last five years; plus she has a mortgage!). It’s crazy. Should she make a formal complaint and request compensation?