Thread: rooh010 vs lloyds tsb collections dept

Hi there,

I was trawling through the mountains of Lloyds TSB Complaints over the interwebs and found this site, you lot seem to have a good grasp of all these complaints procedures so I thought

I'd put this to you

This is a big one so hope you don't feel as frustrated reading it as I do having this issue !!!

i've been dealing with this for over 2 months now

Basically what has happened is;

I had 2 personal loans with Lloyds TSB, trying to be smart I thought I'd consolidate these loans into one loan with another company! BIG MISTAKE!!!

I phone Lloyds TSB personal loans dept to pay off the loans, they give me a final settlement fee and I pay both loans individually in the same phone call.

Few days later I get a letter saying one of them has been closed, the second letter does not come.. I think to myself fair enough i'll wait a few more days for it!.. no letter

Check my internet banking.. as you do.. the day after they took both my settlement fees

£308.45 came out of my bank by method of PAY. Not pleased I phone up the loans dept to be told my loan is in Arrears?!?!?

So I am thinking.. Hang on a second! I just paid my loans off so how could one possibly be in arrears?? taking into consideration that I pay by direct debit and have never once missed a payment.

I am told by the loans department that my branch did this, on asking whether they could help I am told that they are NOT part of Lloyds TSB and just working on behalf of them..

slightly confused i phone the branch, they got in touch with the loans dept who confirmed that the loan was not closed correctly when my payment was taken which put me in arrears somehow.

she got £381.90 put back into my account (this is 9 days after i had the £308.45 taken out of my account), she said this is how much lloyds owed me. Obviously I did not contest this I just assumed that this is what they owed me as that's what she said.

I'm getting someone from the branch to look into this for me now, she says it may take a week as they have someone investigating it for me.

4 days later.... I recieve a phonecall to my house phone from someone not explaining who they are or where they are from asking for my bank security details. Now I'm thinking of that program fonejacker here.. "eeerrrrr i just need your bank account and sooort code details please".. I asked who they were and they said "Let's just cut to the chase, you don't want to give me your security details so this is pointless" and promptly hung up.

This leaves me perplexed as I barely had time to say anything. 3 minutes later my mobile starts ringing with someone saying the excat same things to me. I assume this must be the bank as they have both my phone numbers. I answer the questions only to be told I am in £381.90 of arrears with my loan and they are the Lloyds TSB collections Dept.

Now I am furious, I tell them the whole story again that I have told many of the staff already! he got in touch with the loans dept who confirmed my loan was closed and said I would stop recieving phonecalls from them.

1 day later, Lloyds take £381.90 out of my account via PAY... umimpressive. I am getting very annoyed by this time. I phone the collections dept AGAIN They try and blame my direct

debits for both my loans.. which I cancelled after closing the loans and do not even add up to £308.45 or £381.90. Are they plucking these figures from nowhere? The direct debits were not even supposed to come out for 3 weeks after this happened so this can't have anything to do with them.

** getting stressed even typing this.. going for a cig **

ok..

So I get in touch with my branch again.. they tell me that the loans department say they owe me a whole £61.51 now and my loan account is not in arrears.. where they got this from god only knows but the next day they deposit this amount into my bank. I told them that I wanted my whole £308.45 back not just £61.15.

2 days later.. I recieve a loan statement that makes absolutely no sense, it said that the original £308.45 was taken in the form of a cheque. I am passed on to a collections dept manager, who actually turns out to be a collections dept supervisor. I am told I will definately get my £308.45 back and they would put the money from one of their accounts into my bank temporarly until I got my money which was in a suspense account back. This turned out to be wrong, what they did was increase my overdraft by £310 instead. I enquired to her about the £61.15 that they deposited in my bank - she tells me that my loan is now in arrears by £61.15???????????????

So they have taken the money out of my loan account and put it into mine and the loan account is in arrears and affecting my credit score. I told her to put it back to the loan account and to close it, as her plan was to leave it in my current account until they managed to 'find' the suspense account my £308.45 was in.

Same day i write an official complaint including most of what i have said here and posted it them.

4 days later they have removed the £61.15 and deposited £308.45, i recieve a letter saying that the loan account is closed.

I also recieve a letter saying they have recieved my complaint and are processing it.. little do i know that they have processed a verbal complaint that one of the above members of staff have made on my behalf.

2 days later, I recieve another letter saying that they have recieved my letter, and another letter answering the phone call complaint which basically says we've closed your loan and given you back the money and you should be happy with that. Frankly.. I'm not happy.. not at all.

Moving forward 9 days (today).. ANOTHER letter.. your account is in arrears by £308.45.

Fuming... Absolutely fuming now.

I phone up the collections dept.. ask for the manager, he needs 5-6 days to figure out what is happening and will put a stop on letters etc.

So now 2 months later I am back to where I started.

Lloyds TSB have the worst customer service I have ever dealt with in my life.

In my complaint letter I have asked for compensation or I will go to the Financial Ombusman with my complaint.. I did phone them today to make sure they were still processing the complaint after they had recieved 2 and already tried to close one of them but apparently my letter is still waiting for one of their agents to read it.

I really hope someone here can help me as I have made over 30 phone calls to them wasting countless hours, been stressed with this for months and I just feel like I am hitting a brick wall with them.

I wonder how long it will be before they try and remove more money from my account and the amount.. who knows!

All I did was pay off 2 loans and have had all this through the incompetence of 1 member of staff in the Lloyds TSB Personal Loan Centre

Sooo.. any ideas?

Yours sincerly

A very annoyed Lloyds TSB Customer