Charged even though i haven't used account

phillsw

Hi,
I'm hoping someone can give me some advice on my partner's situation.

She hasn't used her Lloyds TSB account since about May 2007 and is on a payment arrangement to clear the overdraft - one where they still charge interest on the ballance, but this isn't the problem.

Lloyds keep applying unplanned overdraft fees to her account every month, on top of this interest, despite the payment arrangement. This means that although she is making the agreed payment amounts on time, they are charging her more than the amount they agreed she should pay.

Each month this results in a lenghty telephone call repeating the same thing over and over without result. Even though she has the agreement in writing, every call she makes, they claim there isn't one.

She has made a complaint several times - both oral and written - and received no reply, but can't take it to the ombudsman as she needs to wait several more weeks before they will follow it up.

To me, it seems the bank have delibarately agreed for her to make payments of an amount they know will cause her to go further in to debt, rather than reduce her balance. I don't see how this can be legal, but don't know what else to do.

Today, they tried to tell her the charges are because she has used her account. When she asked where and when, they didn't have an answer - this is because it's not been used. Each time she call, she get's their useless Indian cal lcentre. It's like talking to a brick wall.

Does anyone have any suggestions which may help us get somewhere?

Many Thanks

natweststaffmember

Have she got the copy of the arrangement? In that copy should state what they can and cannot do. Next time she rings get her to speak to someone who deals with payment plans on overdrafts. It maybe that the overdraft amount can have a temporary overdraft facility reduced each month which will clear the account and remove the charges associated with them as they would be calculated in any payment plan.