Awful news Lloyds have taken the refund of bank charges back!! ***SORTED***

[honory]

I posted on here some months ago with brilliant news that 2 weeks before our court date Lloyds had settled in full - we have the two solicitor's letters to prove this. We informed the court and withdrew the money into our savings account with another bank. Since then we have had another claim settled by them the money being credited to our account on the 19th March. The day after we received a letter from SC+M to acknowledge the receipt of these monies.
However on Thursday evening my husband logged on to check our accounts to see that Lloyds had reversed the Bank Charge refund on his account (£456) and the two joint claim refunds had also been reversed (£102 and £103.30).
He was livid and phoned Lloyds immediately who said that he should contact his branch the following day to find out who authorised the reversal. The branch said that no-one there had authorised the reversal and this morning we found out that collections had authorised it but in a fruitless call to them they denied all knowledge of it .
We are incredibly angry and just wish to know whether anyone else has suffered similar tactics from Lloyds. In all the settlements we did not sign any contract which prohibited further action and in each case we were prepared to go to court. We will be grateful of any advice - we're desperate!!

[GaryH]

Unbelieveable.

Don't worry, we will sort this out. We'll kick up such a fuss they won't know whats hit them. A couple of questions first please;

Was the amount that they took exactly the same amount as the refund?

What does it show on your statements/online banking?

Are you indebted to Lloyds in any other form - loans outstanding, etc? (Not that it really make any difference - they still should not have taken it)

[martinhw]

OMG I would be bouncing off the walls by now. Keep us posted and Good Luck. Evil sods

[mattyb13]

this takes the biscuit. it just shows that these banks will do anything

[honory]

Gary, they took out the exact refund amounts without any prior written or verbal correspondance or notice.

We have no indebtedness with Lloyds TSB apart from a small overdraft of £500 (seldom used due to this whole experience!). My husband has spent a total of 4 hours on the phone over the last three days to get any kind of answer but to no avail.

Here's a brief summary of what he's gone through. It was only noticed by going online to check our balances and it was called up on the statements as BANK CHG REVERSAL (can you believe the cheek). The amounts were identical to the payments received no more than one and a half months ago.

The call centre couldn't do a thing and told him the branch had requested the withdrawal. They were unable, or unwilling, to give the direct number of his branch and advised him to go into the branch the next morning (we live in Staffordshire, the branch is in Northamptonshire...). So the next day, he manages to get hold of the Branch Manager who says they never requested the withdrawals, couldn't refund any monies but would extend his overdraft (they will charge us AGAIN for their mistake as the amount took him over his limit!). The branch has promised to investigate but two days later, no call back, no refund and no hope.

He then managed to get put through to the Customer Service Centre who informed him that the Collections Department (sort code 62-66) removed the funds. He was then transferred to Collections who denied this and apologised that as the issue hadn't been sent to Collections that they were unable to access his details as his account wasn't in 'Collections'. Only recourse we have now is Head Office and badgering the hell out of the branch.

In total, we are £700 down thanks to Lloyds TSB. We will not rest until we get our money back and as soon as we do, we'll close all of our accounts with them. The treatment and information (or lack of) given to us is absolutely disgusting. In laymans terms, they have (edit) the money back with no explanation or intention of refunding us. No department will take responsibility or deal with us directly and all we are getting is empty promises.

We would sincerely advise all successful claimants to close their accounts once payments are received in case the same thing happens to them as it kicks a large hole in personal finances if they choose to do this. We sincerely hope this isn't the beginning of anything more sinister than a genuine error on their part but we'd welcome all the support and advice you could give. Anything you guys can do to raise the profile of this and help others avoid a similar situation would be most welcome. In the meantime, we are going to write to the Financial Ombudsman, LloydsTSB Head Office and all the newspapers that will listen.

[m4rtin]

how long has it been between them giving you the money and then taking it back? you'd think they'd need a court order to have a refund or at least do it within a short amount of time, not months

[GaryH]

Ok, you should submit an application to have your claims restored and joined, using form N244.

This is the form - http://www.hmcourts-service.gov.uk/c.../n244_0400.pdf

Top left hand box:

1. Tick c), without a hearing

Leave the rest blank

Part A:

I ***** (the claimant)

(that....) restores and joins previously discontinued claim numbers *******, ******* & *******

(because....) the defendent made 3 payments as full settlement's in respect of each claim, but since discontinuation has subsequantly seized back each payment from the bank account of the claimant's without any justification, notice or explaination.

Part B:

tick 'evidance in part C' box

Part C:

Use a seperate sheet if necessary, and summerise the facts of what has happened as clearly and concisely as you can - in a sequence of events type format. Start off with the date and method of each refund and go from there including dates, exact amounts, account numbers, claim numbers, etc.

Post up what you've got and I'll see if there is anything I can suggest to add also.

You can submit this on Monday morning. There will be a £35 fee to pay but this can be recovered from the bank in one way or another.

Also write to Colmore Row to complain and demand an immediate final response. You can also enclose a copy of the completed N244. Once you have got the final response go straight to the Ombudsman whether you've been re-refunded by then or not, and complain on the basis that they have taken your charges refund from your account without reason or justification. Make sure its treated as a seperate issue from that of the legitimacy of the charges themselves, as that side of it will be dealt with by the court action.

I also like the idea of writing to the papers, etc. the more noise you make about it the better. Also there's your MP.

Theres no point in phoning them either - they'll just give you the run around and there is no way of proving anything which may be said. Best off keeping communication in writing only.

Don't worry, it might not be immediately but rest assured there is no way in the world that they will get away with this.

[dolly]

OMG this is shocking and disgusting. Have you called SC&M about it?

[empowered]

Originally Posted by dolly

OMG this is shocking and disgusting. Have you called SC&M about it?

Also very worrying! Is this a new tactic to scare people away? Knowing Lloyds I'm sure its an almighty cockup, but it does raise numerous questions - so glad to see that Gary is on the ball as always - what would we do without him!

[honory]

Thanks to you all for your responses and thanks especially to Gary H for his constructive advice - we've printed off the form and will post you our draft before we submit it to the court - if that's o.k with you!!!

[GaryH]

Of course - post it up when its done and I'll take a look.

[RedDeath]

Unreal!!!!
Yes take it to the papers, and ask for some sort of compensation from the banks. I really can not believe this has happened.

[neonron]

well i can beleave this with lloyds we did all things in correct order the 4 day letter etc... the 2nd 14 day letter they didnt respond too until the week after we filed with mcol, that was a good will gesture which they paid 750 into our account , we sent the correct letter saying we didnt accept it and will continue with court claim they had already acknoledged the claim and they have 28 to file defence, which we are in no doubt they will, they paid the monies 750 into our account already, so now we are awaitn court date, any advise as we a certain they will even take it as far as fight us in court claim is above 5,000 so im checking whats to happened what we need to do and what we will need for court ,as im finding it hard to find my way arround the site might not get bk to this part to find any replys so if possible and u can email or contact me
if you have any advise or help
thanks ron

[Niklowe]

Ron you really need to start a thread in the LLoyds forum otherwise no one will notice your posts and be able to help you. To do this follow these instructions:

http://www.consumeractiongroup.co.uk...ts-please.html

[fluffycloud]

OH MY GOD!! I am horrified for you... honest to god I thought we were the only ones who had a horrendous experience with our local Lloyds! I wish you every luck to get your money back.

Thankfully Lloyds closed our Business Account the day they received my first letter (without notice) and I have just submitted my LBA. I should imagine they will refund me by chq, but definitely you need to get your money back and shut the account! They seriously think they have the higher stance but I think with us all standing firm they will have to re-evaluate and stop treating us like this!

Just wanted to wish you Good Luck
:o

[GaryH]

Any news Honory?

I've also PM'd you.

[pward33]

I've just stumbled on this thread and read it with disbelief. It's just a thought, but the Independent newspaper has been running heavily with the whole bank charges issue and periodically mentions examples of "new lows" to which the banks have resorted. Might it be worth contacting someone at the newsdesk and telling them about it?

It'll probably help you get the money back quickly if they take it on and if you can expose this in a national newspaper then so much the better. Just a thought - do keep us posted, whatever happens.