Lloyds & halifax frustration!

Weim_Mom

I have made complaints to both Lloyds and Halifax in respect of several accounts. Acknowledgments were duly received and there followed several lengthy phone calls in which I gave all the requested information to the best of my knowledge. Then we waited and waited. As over 6 weeks have passed, and understanding how busy the banks must be in sorting out all the complaints, I decided to give both a call this morning. Both referred to decision letters having been sent out x weeks ago, which we simply have not received. In the case of the Halifax, they advised that further information was required - which we gave in two very lengthy phone conversations weeks and weeks ago. These conversations were not recorded on the system. Massively frustrating. So, further copies of the decision notices are to be sent out. It appears to me, although I may be wrong, that both organisations have now essentially shipped out their PPI operations, previously having been dealt with by UK operatives. When I receive the decision notices, I will make a decision about what to do next. If any further information is required to be re-submitted, I feel more inclined to fill in a form than spend hours on useless phone conversations. Otherwise, proceed straight to appeal. I'm not sure. Anyway, I wondered if anyone else has experienced what I can only describe as a shocking shortfall in customer service? Many thanks,

SonOf

It appears to me, although I may be wrong, that both organisations have now essentially shipped out their PPI operations, previously having been dealt with by UK operatives.

LBG has employed the services of a third party for years. It used to be deloitte but I don't know if that is still the case.

deloitte are not known for their quality.

[Deleted User]

Weim_Mom wrote: »

If any further information is required to be re-submitted, I feel more inclined to fill in a form than spend hours on useless phone conversations.

I would always recommend providing such information in writing, then you have a copy of exactly what you have sent. To be honest, the telephone calls employed by some banks are generally used simply to confirm what has been sent already.
What additional "information" did they require which was not already in your original complaint?

Weim_Mom

The additional information related to employee benefits, which had already been stated, in two phone calls as I recall. Thanks for the response, I will await the duplicate correspondence and take it from there.

sourcrates

All PPI complaints correspondance with regard to the Halifax, that i have dealt with, has come direct from Leeds, their main customer service centre is a few paces away from the debt purchasing company, Lowell.