LBG change of address issue

Emily_Joy

I bought my current home about 6 month ago. Mortgage is with Halifax, so the address on my current account was changed without me doing anything. I was then reassured that I don't need to change the address on Bank of Scotland system. I cannot recall the details, but I somehow updated the address with Lloyds as well. Today, as I was about to request a BT, I found out that the old address is still showing on CC statements for all 3 banks. I was puzzled at first, then called to make the change, asking the address on CC to be the same as the address on the current account. I was told by BoS that I need to call them via the APP, not using a normal phone. My questions are: 
1) how long does it take for the change to come into effect? As far as I understand the address on both cards have to be the same for BT to go through. 
2) one a more rhetorical side, how come the address was changed on the current account, but not on the CC? 
3) there were some complaints recently about paper statements... well, I think if I were receiving paper statements, the issue would surface sooner!

Nasqueron

1) How long is a bit of string  
1) and 2) While banks and their CC are nominally the same entity, they can have different groups so it's not straight forward. The address won't make any difference for a BT in theory. 
3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

It's quite sensible that BoS told you to use the app, phoning someone for an address is a recipe for mix-ups or typos and takes up resources that could be needed for other people. Just bung it all on the app then do a formal complaint in say 2 weeks if they don't respond and you'll probably get a free £25 apology  

born_again

While bank accounts may use the same core system through a group of banks, so details can be transferred across automatically. CC systems are not integrated in to the banks core systems.
As CC systems are supplied by Visa/master card. 

Emily_Joy

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

eskbanker

Emily_Joy said:

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

Who was the third party, and why couldn't the relevant statement have been provided directly to you?

Emily_Joy

eskbanker said:

Emily_Joy said:

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

Who was the third party, and why couldn't the relevant statement have been provided directly to you?

Because the department that held the records wouldn't respond to any external queries.

born_again

Emily_Joy said:

eskbanker said:

Emily_Joy said:

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

Who was the third party, and why couldn't the relevant statement have been provided directly to you?

Because the department that held the records wouldn't respond to any external queries.

So is this a dept in the banks?

Not sure on other banks but ours are all system generated by the person you speak to. 

eskbanker

Emily_Joy said:

eskbanker said:

Emily_Joy said:

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

Who was the third party, and why couldn't the relevant statement have been provided directly to you?

Because the department that held the records wouldn't respond to any external queries.

Did you try a subject access request?  They are obliged to disclose any of your personal data they hold, after which you could have forwarded it to the third party even if they wouldn't respond to the third party directly....

Emily_Joy

eskbanker said:

Emily_Joy said:

eskbanker said:

Emily_Joy said:

Nasqueron said:

3) Paper statements are insecure and a waste of time in the digital era in my view, all the details are on the phone or website and available immediately!

I also thought paper statements are a waste of time, until I needed to get a document from the system I had no longer access to. I was simply told that no information will be provided to a 3rd party, as this is confidential.

Who was the third party, and why couldn't the relevant statement have been provided directly to you?

Because the department that held the records wouldn't respond to any external queries.

Did you try a subject access request?  They are obliged to disclose any of your personal data they hold, after which you could have forwarded it to the third party even if they wouldn't respond to the third party directly....

This is what I eventually had to do, but it took about 4 weeks.  For comparison, it took me under 30 minutes to find the documents that were provided in paper form, before the system went online-only.