Grr - Not Impressed with Lloyds TSB!

MsUnimpressed

Hi everyone,

I hope this is the right place to sound off? I just wanted to tell you how VERY unimpressed I am with my bank!

I have 2 accounts, one single and one joint. The single one I have had since school days, and what started off as an ordinary current account changed to become a 'select' account, whereby each month a charge is made for 'services' the bank offers through the account.

I decided after far too much procrastinating to go and close the account down, so on 19th Feb, I went into my branch to do just that. The woman at the counter was one of these 'bright and breezy super employee' types, you know, the ones who look 'super busy' when you go in and make you feel so lucky that they have managed to spare you a couple of minutes to deal with you!!!

I told her I wanted to close my account and she took my chequebook to look up my details. Seeing I had funds available, she told me I would either have to transfer them or withdraw them before she could continue, so I went to the cash desk to get my money.

Clutching my (very tiny wad of) notes, I went back to the desk, where my 'super customer representative' had printed me out a form to close the account. I signed it and she took my chequebook from me, tearing it up and telling me to do the same to any I may still have at home. She assured me she would deal with it and close the account for me - therefore I left the bank relieved (and under the impression) that it was sorted.

2 weeks later, I look on my online banking screen and find - not only my 'closed' account still on the system, but also an account charge had been debited! This obviously put me overdrawn, as on the instructions of the employee I had withdrawn my money!

I spent an interesting 10 minutes on the phone to the call centre this morning, where I was told I had to pay the charge as it was for the month 1st Feb - 1st March. I told the bloke on the phone I was not impressed and had I have been told about this I would have made sure I had left sufficient funds in the acount. He asked me if I wanted him to speak to the bank on my behalf and I said yes - he came back on the line to tell me the bank had no record of me even wanting to close the account!!!! I now either have to go back into the branch (which is a rather large inconvenience anyway) or write to them to tell them I want the account closing.

The next problem? Well, by the time they recieve the letter and its actioned, I am going to have another months charges to pay from 1st March!!!!

I am so annoyed!! The thing is, there are no notes on my account to say I had been into the bank, but I have since found out that 'Ms Bright and Breezy' should actually have documented the numbers of the cheques she destroyed! I am going to have to go back into the branch to get the name of the person I saw, but I would really like to take this further, as I don't see why I should have to pay yet another months charges for an account I thought had been closed. Can anyone advise me of steps they think I should take?

sooz

I left Lloyds tsb in disgust at the way they treated me, but rather than closing the account totally, i downgraded to a free account, and have left 6p in there, so that they have to send me statements & new cards, but they are earning b*gger all interest. Occasionally I get a letter about not using my account enough, so I pay in £10 then take it straight out again

paf1950

Feel free to look me up on the members list check my posts and see my experiences with LloydsTSB.

I have also left my sole account open with a few pounds in it to inconvenience them.

MsUnimpressed

Thanks for taking the time to reply. I like your styles with the accounts and have a feeling I may be joining you! I've vented my spleen by writing a strongly worded letter to the manager of the branch, so between that and this board, I feel slightly calmer now! Thank you!

sheppylove_2

what a blooming marvolous idea! *sp I am in the process of leaving the [EMAIL="b*@:!$?s"]b*@:!$?s[/EMAIL] at the mo! i still have to pay back my ods but i think i may well leave a few pence in just to piddle them off!!!!! HA HA HA HA HA I AM LAUGHING SO MUCH NOW!!!!

Glad

Hi, Martin’s asked me to post this in these circumstances: I’ve asked Board Guides to move threads if they’ll receive a better response elsewhere (please see this rule) so this post/thread has been moved to another board, where it should get more replies. If you have any questions about this policy please email [EMAIL="abuse@moneysavingexpert.com"]abuse@moneysavingexpert.com[/EMAIL]

hollydays

Is there a banking ombudsman?

MarkyMarkD

Leaving a few pence in a current account "to spite the bank" doesn't "inconvenience" the bank. It simply wastes the world's resources. It's very childish and not big or clever.

mookie

Having worked in another bank for years my advice to you is.....

Go back to the branch, as much of a pain it is, approach Miss Bright & Breezy and say ooh hello do you remember me, I saw you a few weeks back to close my account? She will either say no or should remember, bear in mind that part of a bank staffs job is to remember their customers, if she spent a fair amount of time serving you then she should do. If she does then chances are Miss B&B has probably not realised the trouble she has caused you so will say Oh yes of course I do....bingo, you then tell her what she has done and ask to speak to the manager to recover your charges, cancel any other charges due and close the account.

If she says she doesnt remember you then remind her of the transaction and tell her what you want done. If she denies all knowledge then go straight to the manager, your proof is in the withdrawal of the whole balance at the counter..which is out of character with the way you have run the account previously.

I'm sure you will get back the charges. Good luck

YorkshireBoy

http://www.lloydstsb.com/contact_us/complaints_procedure.asp

MarkyMarkD

Good suggestions, mookie. I'm sure she'll remember the customer and therefore, job done.