Has anyone else had problems with Lloyds debit card fraud team?

Iamthesmartestmanalive

Why are the forms not arriving

Hbos have a similar policy

1 letter sent out and credits issued
2nd letter sent 3 weeks later
3rd letter sent 10 days later stating not received and to contact them or it will be debited

At the end of the day the way chargebacks work the banks cant indefinitly wait for letters to show up and have to have some procedures in place to stop false claims and people who simply cant be arsed

Communicate with them, get the forms to them and all will be sorted

marvin565

Thank you all for the posts...I am glad that I am not on my own...

I am still having fun and games with them. They wont fax me the forms, but its ok for me to fax them back.

I eventually got the first letter they sent on the 27th Dec on the 4th which I guess with Christmas post I can forgive, but then I faxed it back, and it took them 3 HOURS to tell me they had it!!

What hacks me off the most is their attitude. OK I am lucky, it was only £270...I am also lucky that I have savings (1st time ever!) and I could afford to dip into them...

I guess that I am not lucky in like most people on here, I dont want to be taken for a ride, I do not expect to be told 10 versions of the truth about something and I really do not expect to be spoken to like I am a worthless individual - which is what they all seem to be very good at...

These people show no human compassion what so ever...Do they not understand that you are upset and you want help?


I will wait to see what happens, will keep you all posted.

girltuesday_2

I had a nasty experience with that team at Lloyds too.

After I paid for petrol at a service station (£20), four identical transactions came up on my statement for the same day at that same service station. I rang Lloyds when it showed on my statement, and the guy maintained that I must have spent the money and forgotten about it!

I argued that I would hardly carry out four transactions in the same garage, on the same day, of the same amount, especially as it was for petrol! But he just kept telling me that petrol stations sell other things, like phone credit. Even when I told him my mobile phone is contract, he still kept trying to tell me that I had bought phone credit and forgotten!

So basically, accordingly to Lloyds debit card team, I am either a liar, or impossibly stupid. Lovely. They did give the money back eventually, but only when other customers complained about the same petrol station, and even then they still wouldn't apologise or admit they were wrong!

mdj1

Well, I have now opened two new accounts at Barclays and transfered all my Direct Debits. I will enjoy going to my local Lloyds and closing both my personal accounts and telling them why when they ask. So that's four accounts from me they have lost in less than a year. Just one to go and that's my cardnet.

exel1966

girltuesday wrote: »

I had a nasty experience with that team at Lloyds too.

After I paid for petrol at a service station (£20), four identical transactions came up on my statement for the same day at that same service station. I rang Lloyds when it showed on my statement, and the guy maintained that I must have spent the money and forgotten about it!

I argued that I would hardly carry out four transactions in the same garage, on the same day, of the same amount, especially as it was for petrol! But he just kept telling me that petrol stations sell other things, like phone credit. Even when I told him my mobile phone is contract, he still kept trying to tell me that I had bought phone credit and forgotten!

So basically, accordingly to Lloyds debit card team, I am either a liar, or impossibly stupid. Lovely. They did give the money back eventually, but only when other customers complained about the same petrol station, and even then they still wouldn't apologise or admit they were wrong!

I think you possibly just got a poorly trained c/s agent as all transactions are logged and timed as they occur and four consecutive identical tranactions at the same time should be all the proof that's required.
Poorly trained staff in dealing with problems/product knowledge are a fact of todays banking life as their training tends to focus on hitting sales targets rather than looking after customer needs.
I've been a Lloyds account holder for 20+ years and in that time have only ever had 1 issue, whereas I also hold accounts with numerous other banks and haven't been so lucky.

marvin565

I think you hit the nail on the head there Exel1966.

Poorly trained staff....They are all over the place! I am in a customer services role myself, and I know if I had the attitude that most of these people have, I would have been getting my P45 ages ago! Mind you they are not as bad as some of the people you call on technical helplines, they really do get me annoyed!

Why do the banks just let this ride? Do they not know that this is most important? Conversations go much better if you are nice to someone, even if its really bad news!

Still no reply from my last letter which is over a week now....but if it takes them three hrs to decide they have a fax, a letter is going to take much longer :rotfl:

jacks123_2

Hi guys new here, but i'm desperate for some help/advice or general 'i know how you feel' comments.

background
recently had bank statement come through with over £200 charges on it. Aye carumba. Checked back on my statements to see numerous smallish 'paypal' transactions on statements between August and November last year.

I phoned up tsb immediately and advised them and they stopped my card (i hope!)

I've now spoken to the fraud section who advise me that these transaction were done on 3 different cards. I just can't work out how or prove that it wasn't me. I have indeed had 3 cards over this period the first one i stopped as i came home one evening and put the card down in my home and found it upstairs (long story but no one had access to it). The second card expired and then i was issued with a new card. All used (apparently in these transactions).

The only thing i have in my favour is that i've never used paypal before. they seem to think its my son going on online games, but i've interogated him (and i mean interogated) him and there is indeed no record of these sites on his history on his computer.

Even though Lloyds say that it has come from 3 cards, could they be wrong and indeed my card have been cloned.

I'm desperately worried about this and that it could happen again. I'm already £600 down on the deal

I've check the security settings on my systems and at a lost how the details of 3 cards could be obtained. Do you think they are just looking at the period involved and assuming that the 3 cards have been used.

sorry about the long post but any advice would help me to work out what is happening.

jonesMUFCforever

No they will have electronic proof of the 16 digit PAN number used on every transaction.
I would agree with you if it had happened with one card but 3 different ones?

poet123

DH had £1300 in US dollars taken from his Lloyds account just before xmas,they did repay the money in 5 days but not the £1 foreign tranaction charge!! but he felt they interrogated him over whether he was sure he hadn't used the card online(which he never does)and he felt that they were a little more sceptical than was polite, especially when the card had not been out of his possession. Lloyds customer service has gone downhill though,I have just had a £75 payment in compensation for incorrect advice/info given by a customer service person at their CC dept. They wont admit they got it wrong though,just a gesture of goodwill.....even though calls are supposed to be recorded and I gave them time/date etc of call.

Revex

Last year I had two of my bank accounts fraudulently used to the tune of about £2,000.. About £1,500 from lloydstsb and £500 from halifax.

Lloyds said they would refund the money within 5 days and sent me a form to sign. Which they said if they did not receive back they would take the money back. The money was infact back the next day and a couple of weeks later the letter came which I signed and sent back. Thought they handled it superbly.

Halifax on the other hand too about 3 months to refund me. They kept saying they would send out a letter to sign and when they got it back they would process it and then refund. Well about a month later I got the letter and sent it back... and after lots of chasing up they refunded the money + charges about 2 months later.

Poor, really poor.

Halifax I would hate to think anything like this would happen again. Whereas with LloydsTSB ofcourse I dont want it to happen again but they gave me the confidence that if something bad was to happen, they would ensure that it was resolved quickly.

TBH even if it took 5 days I think thats still good. Especially compared to halifax's 3 months.

The banks im with now however do seem more pro-active when it comes to overseas transactions and will generally call up to check most of them.