Help for my bf - Lloyds TSB

alecpr

Information is key as far as I'm concerned when dealing with any complaint. I'd start by asking for a copy of the transcript which shows no agreement and then go through it and note the discrepencies. Send a letter to Lloyds pointing out these descrepencies along with proof of willingness to pay via bank statements to show the transfer of funds. I'd work the letter strongly, making it clear that in your opinion this is their mistake and that their incompentent customer service has caused financial hardships that could and should have been avoided.

And the absolute key thing to do is always, always keep a record of the number your dialled, the person you spoke to and when. Also ask the person to ensure your records are updated and if you can take a reference for the notes entered on the system or the call.

roger56

jenyking wrote:

Its common for people not to check their accounts and when they have asked the bank to set up a payment why should they assume its going to go wrong, i know it does but theres an element of trust there.

One very important point about banks (or utilities for that matter), don't assume anything. Follow up important agreements with written confirmation or ask the bank for written confirmation.
Check your account in good time to make sure what you have asked for is really being done.

Indispensable_Hobbes

Cheers guys!

On that last note I know assumptions shouldn't be made but alot are.

Many people don't understand things well enought to think they might go wrong or can go wrong, you so often see on these boards "how can they have done that" well it happens and in my job I do what I can to rectify the situation when it becomes apparent (not everything can be picked up straight away).

Which is probably why I'm so annoyed that they have been sh!tty about it.

Anyway thanks for your comments, i'll get started on one of my mega letters when I see him next week

she_ra987

Hi,

I used to work for Lloyds TSB collections centre. The first thing to say is they record most if not all calls, as well as making notes on the system after every conversation. I know he is entitled to see the system notes under DPA if necessary.

If a formal arrangement was set up a letter would have been sent out automatically (the system generates these) so he should have had written confirmation and reminder letters if he missed any payments on this arrangement.

When I worked there, nearly a year ago, we did not have the ability to set up standing orders, only one off payments with the permission of the account holder, though this may well have changed by now. We we were supposed to confirm when and how the payments were going to be made at the end of the call. In the banks eyes while a standing order is set up for the customers convenience it is still the customers responsibility to make sure payments are being made.

While you could go into your branch to complain, the account is in control of the collections centre and the communication betwen the two is pretty poor. They will not have many details of anything agreed in collections and the chances are they will just refer you back. Your best bet would be to write and complain or call back and ask to speak to a superviser. For future calls I would make a note of who you spoke to and a rough time and date.

If your boyfriend did ring in (rather than Ltsb chasing him) and has made manual payments, which will show his intent towards clearing the debt, than this will be in his favour. If an arrangement was agreed over the phone but never set up by the collector, he has every right to complain and you should ask that another arrangement be set up so he is not left short of funds this month. If he has not shown much intent and has clearly had funds sitting in his other account, it's not going to look too good for him. The fact that his account has been in collections for a year doesn't fair too well either.

Hope this helps.