False investigation by Lloyds into my mortgage/loan PPI

At a very crucial time personally in November 2019, I was dragged into a year long process with Lloyds Bank who informed me a mistake had been made concerning PPI I had made a request about where they had wrongly told me I had none. Many pestering letters from them ensued about delays in processing this which they were treating as a complaint, so I brought in the Financial Ombudsman. My only request about PPI had been about a loan requested and denied both in 2012 and 2018, I have long since lost enough information about it and Lloyds kept quoting various account numbers on letters.

I made a service complaint about the too numerous letters about delays and in September, I received a scam call from Lloyds with all the apparent information about a mortgage I held with them until 2002. I then complained to the FCA and Financial Ombudsman as I discovered this PPI must be concerning this mortgage account which I never sought at any time, just as Lloyds informed me this PPI was out of date and the past year had been a scam and they were also closing my service complaint with no action or compensation. The Financial Ombudsman has yet again without resolution sought clarity on all I have questioned about this suspicious activity by Lloyds, especially as it is around me at the exact time where I have been dealing with a sister company in an employment tribunal.

The Financial Ombudsman doesn't seem to have any answers for this situation, what do I do next?
«1

Comments

  • Its unclear what you mean.  Lloyds won't have made 'scam' calls.  Do you mean someone else called you?
  • Its unclear what you mean.  Lloyds won't have made 'scam' calls.  Do you mean someone else called you?
    No, the call came under a number listed to Lloyds Bank to my wife's mobile which Lloyds/Halifax have on file, a text listed under 'Lloyds Bank' (no number listed) was sent just before the call came through. When I searched the number after the call to check authenticity, it came up on many websites listed as a harassing number used by callers claiming to be from many banks, not just Lloyds.

    It was only when my wife realised they were giving information about a mortgage account from a long time ago that she realised it was a scam call. I only had a very old mortgage account with Lloyds which ended in 2002 and had nothing further to do with Lloyds until I opened a bank account with Halifax in around 2010. The caller listed every piece of information about this very old mortgage but the only company who has this information is Lloyds Bank. 

    The important point is that I never had PPI on that mortgage and have certainly never requested it be investigated. We were dragged through this year-long process wrongly thinking it was about the loan PPI request from 2012 and again in 2018, it only became apparent at the end that it was about an out of date mortgage and seemed to be false.
  • Then the number has been spoofed. There is no point in Lloyds creating some elaborate backstory for a non existent 'scam'.

    They were either investigating it - as many companies would once a complaint about one product has been made - or they're not.  There's no middle ground.
  • robber2
    robber2 Posts: 558 Forumite
    First Post Name Dropper First Anniversary
    no ,read your posts twice and still dont understand what your problem is with Lloyds Bank or what advice you are after. Sorry.
  • This is about Lloyds pursuing a PPI complaint that I never made, putting me through a year-long process where they said I had PPI but I know full well I didn't, ignoring my service complaint and straight after the scam call deciding everything was out of date. You're just focusing on another part of these spurious actions.
  • I'm just focusing on the information you're giving.

    What you're describing isn't a scam. It's fine for them to proactively investigate other policies you had.

    If FOS have agreed you're out of time for any further complaints, including ones for which you have already been rejected, then you're out of options.
  • Then the number has been spoofed. There is no point in Lloyds creating some elaborate backstory for a non existent 'scam'.

    They were either investigating it - as many companies would once a complaint about one product has been made - or they're not.  There's no middle ground.
    If the number has been spoofed, how did they know so much information about a mortgage account so far back? There wasn't any point in questioning that mortgage account when it was so far out of date anyway, so they went to all this effort for nothing. Besides, I've made it clear I didn't ever complain to them about that account having PPI because I know it didn't have PPI, so they've dragged out an investigation nobody asked for over a year, sent me persistent letters saying they were "dealing" with my complaint -- no complaint was ever made on that account.

    The call is just one of many things they have done to elongate a process for a complaint that never existed and they led me to believe it was all about my original complaint from 2012. There are so many irregularities here and the call isn't the priority.
  • Besides, I've made it clear I didn't ever complain to them about that account having PPI 
    And I've made it clear that doesn't prevent them from investigating it.  But I will say it again.

    It doesn't prevent them from investigating it.
  • dunstonh
    dunstonh Posts: 116,339 Forumite
    Name Dropper First Anniversary First Post Combo Breaker
    No, the call came under a number listed to Lloyds Bank to my wife's mobile which Lloyds/Halifax have on file, a text listed under 'Lloyds Bank' (no number listed) was sent just before the call came through.

    That doesn't mean it is from Lloyds.   The method used to display a name is protected and its possible to display whatever you want it to display.

    When I searched the number after the call to check authenticity, it came up on many websites listed as a harassing number used by callers claiming to be from many banks, not just Lloyds.

    So, it looks like a scammer was spoofing.

     The caller listed every piece of information about this very old mortgage but the only company who has this information is Lloyds Bank. 

    Not correct.  Land Registry data is in the public domain and that will include details of who your lender was.   Also scammers are very clever at getting you to disclose details without you even realising it.

     The Financial Ombudsman has yet again without resolution sought clarity on all I have questioned about this suspicious activity by Lloyds, especially as it is around me at the exact time where I have been dealing with a sister company in an employment tribunal.

    A scam phone call has nothing to do with Lloyds. 

    This is about Lloyds pursuing a PPI complaint that I never made, putting me through a year-long process where they said I had PPI but I know full well I didn't, ignoring my service complaint and straight after the scam call deciding everything was out of date. You're just focusing on another part of these spurious actions.

    Lloyds, like all banks reviews past complaints where issues have arose that may have led to incorrect outcomes.  You stated you have raised complaints previously in 2012 and 2018 about a loan.   It is very common to check all loan accounts and not just the one you mention at the time.      

    It is unclear what your problem is.  They looked into it and found no PPI and therefore nothing to investigate further.

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • -taff
    -taff Posts: 14,490 Forumite
    First Anniversary Name Dropper Photogenic First Post
    At a very crucial time personally in November 2019, I was dragged into a year long process with Lloyds Bank who informed me a mistake had been made concerning PPI I had made a request about where they had wrongly told me I had none.
    All good on their part then

    Many pestering letters from them ensued about delays in processing this which they were treating as a complaint, so I brought in the Financial Ombudsman. My only request about PPI had been about a loan requested and denied both in 2012 and 2018, I have long since lost enough information about it and Lloyds kept quoting various account numbers on letters.

    So your complaint is what? That they pestered you for a year?

    I made a service complaint about the too numerous letters about delays and in September, I received a scam call from Lloyds with all the apparent information about a mortgage I held with them until 2002.

    Lloyds don't make scam calls on their own behalf. It was either Looyds and not a scam, or it was a scam*.

    I then complained to the FCA and Financial Ombudsman as I discovered this PPI must be concerning this mortgage account which I never sought at any time, just as Lloyds informed me this PPI was out of date and the past year had been a scam and they were also closing my service complaint with no action or compensation.

    So you didn't have an actionable complaint so they stopped any investigation, which sounds fine. What compensation do you think you are entitled to? Because compensation only comes form a genuineevent that leaves you out of pocket, and so far, you are not out of pocket.

    The Financial Ombudsman has yet again without resolution sought clarity on all I have questioned about this suspicious activity by Lloyds, especially as it is around me at the exact time where I have been dealing with a sister company in an employment tribunal.

    The Financial Ombudsman doesn't seem to have any answers for this situation, what do I do next?

    Nothing.

    Its unclear what you mean.  Lloyds won't have made 'scam' calls.  Do you mean someone else called you?
    No, the call came under a number listed to Lloyds Bank to my wife's mobile which Lloyds/Halifax have on file, a text listed under 'Lloyds Bank' (no number listed) was sent just before the call came through. When I searched the number after the call to check authenticity, it came up on many websites listed as a harassing number used by callers claiming to be from many banks, not just Lloyds.

    *So it was a scam call then and nothing to with Lloyds.

    It was only when my wife realised they were giving information about a mortgage account from a long time ago that she realised it was a scam call. I only had a very old mortgage account with Lloyds which ended in 2002 and had nothing further to do with Lloyds until I opened a bank account with Halifax in around 2010. The caller listed every piece of information about this very old mortgage but the only company who has this information is Lloyds Bank. 

    The important point is that I never had PPI on that mortgage and have certainly never requested it be investigated. We were dragged through this year-long process wrongly thinking it was about the loan PPI request from 2012 and again in 2018, it only became apparent at the end that it was about an out of date mortgage and seemed to be false.

    They investigate all products you have, not just the one. Your coincdencemeter has slipped into overdrive.
    Still not seeing what your problem is except  you inferring the scam call is somehow related to the tribunal work you're doing which is also related to Lloyds investigating something you think they shouldn't be.
    Shampoo? No thanks, I'll have real poo...
Meet your Ambassadors

Categories

  • All Categories
  • 343.2K Banking & Borrowing
  • 250.1K Reduce Debt & Boost Income
  • 449.7K Spending & Discounts
  • 235.2K Work, Benefits & Business
  • 607.9K Mortgages, Homes & Bills
  • 173K Life & Family
  • 247.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 15.9K Discuss & Feedback
  • 15.1K Coronavirus Support Boards