absurd Lloyds bank

lloydshanover

My concern: I deposited more than £1,500 into other's account by using Lloyds bank's Deopositpoint at Hanover square branch on 18 Mar 2008 but beneficiary has advised me that the money hasn't been received into his account.



I have posted the second claim letter on 14 May 2008 but haven't got any letter from Lloyds bank yet.
How can I force the bank to reply me without delay?
Is there any other way to sort this out by advocating individually in the court without paying lawyer?
I am attaching the claim letter with my opinion against bank's final decision as below;


I had post letter and sent e-mail to claim on 23^rd April and got a letter from Customer Service Recovery with signature of Manager Andy Brown in Bristol and customer Service officer Alyn Rose in Birmingham on 30th, Apr.
It says investigation will take 10days to gather all the information to check and review and also mentioned it could be longer to complete.


I've got the call from Michael Houlton who is customer service officer in Birmingham on 8th May about asking whether I made deposit to same account regularly or not. I answered I have been making it regularly as you see on the deposit log.
I suppose they are still on investigation.

Please explain to me why there are different persons contacting me with different reference No. I don’t know who is in charge to investigate. All the information has to be gathered to one person or team to put this right. I can see your systematic problem from this and it makes needless delay, Please make it things right and let's save time.


And the final decision letter has been given to me on 10^th May with signature of Gwyn Bowen from Customer service recovery in Bristol.



I’m totally disgruntled with your decision and would like you to give me all the details about your investigation again.

Here is my opinion against your decision as follows;

Your decision:

The branch CCTV footage is inconclusive. It does show your completing a Depositpoint envelop but it does not confirm that you posted the envelope into our Depositpoint box. It does however, show you walking away from our Deposit point box with an envelope still in your hand.

My opinion:
That envelop was empty which I took for my reference from the envelop box which is placed left hand side of the depositpoint. You can see it was taken after putting envelop into the box because I had to stretch my left arm to get it as shown on CCTV footage, if you have investigated thoroughly.
Furthermore you can notice it looks very thin by the volume.
I assume you have seen the copy of receipt of my bank. I got the money from my bank and entered Lloyds and deposited it to the depositpoint after double check and got out of bank with new envelope for my reference. – What’s wrong with that?
Please keep the CCTV records on that day safe until this case is closed.
I would like to ask you to check that CCTV footage with me, if possible.
If you can’t, let me know the reason why and please explain what was shown on the CCTV footage according to the time with captured image for me to understand.
Hanover branch manager Mick Bhondi has promised to keep CCTV footage which related to my case is going to be preserved until this case is closed as I recorded our conversation on 23^rd April.

Your decision:
There was no envelope containing that amount in cash paid into our Hanover Square Depositpoint on or around the 18 March 2008.

My opinion:
That is why I am claiming now. It is your systematic problem. I assume your stuff put it into wrong account or put it into her or his pocket. There must be broken envelope and some cashes if something goes wrong but nothing was been found. Please investigate all your staff’s integrity who dealt with that depositpoint box referring to the CCTV records. It is disgraceful.

You mean I withdrew money from my bank and sat down in Lloyds bank to fill in the slip, placing money and pretended to deposit and walked out with envelope AND claim now? For the sake of what? Nothing makes sense?!

Please let me know how many camera is installed when depositpoint box is opened and it covers every single movement of envelop. And you can check the barcode or cord No. of money which has been deposited one with Barclay due to it was from Barclay.
Your decision:
There were no cash differences at the branch on or around this period.
My opinion:
I don’t understand how it had happened. I assume same as above and it is irrelevant with me.
It is your mistake. I don’t know why you are asking me of that.

Your extra comment:
You say you were concerned about using our Depositpoint service because you were worried that you would not get a receipt. This being the case I am unclear why you did not decide to pay the money in at our counter. You were aware that our Depositpoint service does not offer a receipt.
My opinion:
Please listen carefully how much I have been concerning about safe transaction. I have been depositing same amount to same account at the counter to be credited before 20^th of every month since last year.
It was my second time to use your depositpoint. I didn’t feel safe with your box but I had deposited £170 to my friend’s account 2 weeks before because she convinced me to deposit it as she does to her account and confirmed that it had been credited well. Your staff also recommended me to do it without feeling weird. I was compelled to make it without being bothered by long queue and impudent staff at the counter. I believed nothing bad can be happen in the bank which is supposed to be accredited and have equipped with proper facility to prove fact instead of issuing receipt.


I would like to remind you that I've claimed 1st, Apr and it's been 1 month and 2 weeks already. Hope Case officer is going to complete it as soon as possible.

I'll give you my points and further information about this case to help Case officer deal with investigation effectively as below;



1. The Lloyds bank didn’t put any notice like ‘Please deposit through this box on your own risk’ on Deposit point box.

2. No receipt to be given to customer. Then what kind of substitution is available for customer to prove when problem happen?It is common sense to put the camera to record, I suppose.
I don’t know why you don’t put deposit machine like ATM. It sounds so underdeveloped and there is ATM for withdrawal but no facility for Deposit??. Please explain to me as well.
3. CCTV can't cover the area of deposit box as branch manager and you told....
( I can't believe!!!! whether the staff in that bank and you know the point of that CCTV surveillance or not)
I worked for Security Surveillance Company (our company is specialized in DVR board) for 2 and half years as an overseas sales and technical support assistant manager in Korea. Don't tell me any more poor, non-professional, unreasonable excuses. It just takes 1 minute to find the exact data by typing time. That is the point of DVR.
And I know London is the most equipped with numerous CCTVs to prove fact. It means you should have known about the advantage of CCTV.
You can see I was nodding my head to check I’d wrote properly and pressed envelop to seal it well. My left arm was stretched out to get new envelop and walked out the bank looking at envelop roughly.
If you can't prove by CCTV, It means you should take a responsibility of this case because you haven’t placed CCTV at the crucial place and poor quality of DVR. There is no reason to take customer’s money.

Thank you for your patience to read this and it would be highly appreciated with your precious opinion. I believe justice triumph in the end. God bless you!

afzal_shaikh

i have deposited 170 pounds in deposit point at LlyodsTsb bank on 4th nov 2008 and its still not updated in my account and the staff is not ready to take the responsibility, what am i suppose to do now?

Extant

This is a very unclear post. Am I to take it that Lloyds have issued a final response to you, and you are not happy?

Extant

afzal_shaikh wrote: »

i have deposited 170 pounds in deposit point at LlyodsTsb bank on 4th nov 2008 and its still not updated in my account and the staff is not ready to take the responsibility, what am i suppose to do now?

When you say they are not ready to take responsibility, what do you mean? Have you asked to log a complaint, or contacted Lloyds customer relations at all?

afzal_shaikh

well, i went into llyodstsb bank and deposited 170 pounds in an envelope provided near deposit point and put the envelope in deposit point box, after 2 days it was not updated so i went into the bank and ask them about it, they said they will investigate they called me after 2 days saying that they have check all cash balances and there was no other complaint on that day by any other customer...there is nothing written communication from them nor i have given them in writing should i give them anything in writing...i m not sure wat should i do....