Lloyds TSB are ignorant

[swan1234]

Hey everybody, this is my first time posting a thread on these forums, i've read so many postings but would really appreciate anybodies help or advice. I have had so many problems with lloyds tsb to the point where because of their greed i had to open a new bank account with another bank and leave two overdrafts with Lloyds tsb, which both of them were actually not even my fault with the overdraft...going back many years there was a dispute whereby for some unknown reason all statements were stopped and i stopped receiving all post from them, they in total had given may nearly 3,500 pounds of charges for something rediculous like 21p being overdrawn. Anyway i have a copy of my letter to them relating to similar issues first sent beginning of january 2010, since then i have recieved 8 automatic computer generated letters all saying the same thing, i have not had any response what so ever back from Lloyds, all i have received is a letter about suspected fraud, them removing my overdraft facility and also a letter about apparntly being taken to court.

Here are the letters i have sent, apologies for the length of this thread.

 

xxxxxxx

 

 

xxxxx

 

 

xxxxx

 

 

 

Customer Service Recovery Centre

General Banking

Lloyds TSB

2 Brindleyplace

Birmingham

B1 2AB.

 

Dear Sir or Madam,

 

Account number: xxxxxx and xxxxxx

 

I am writing to complain about a conversation I had with a member of your collections centre earlier on today.

 

I have sent you previous letters relating to similar issues the most recent of which sent to you on 30/07/2009 to which I have had no response.

 

I have had a number of issues sitting with an adjudicator at the financial ombudsman’s service the most recent of which relating to charges on my accounts.

There were agreements that were set up between myself and Lloyds TSB to repay some of the balance on the accounts. The agreements that were in place for repayment plans on my account have been halted by me due to the agreements from your side not actually being correct.

It was agreed that a repayment of £20.00 amount on xxxxxxxx account and £17.00 amount on xxxxxxxxx account was to be repaid at the beginning of each month where all charges and interest would be frozen. I then noticed that the freezing of interest and charges had not happened at all, and upon speaking to members of the Lloyds TSB call centre I was told that was never part of the agreement.

I could not see any appropriate point in me paying money which was less than a quarter of charges applied to my accounts and advised Lloyds TSB that I would not be paying.

 

From the time the agreements were set up until present I have again incurred an extra £25.31 in overdraft interest and £75.00 of overdraft charges to account xxxxxxxxxxx and £5.81 in overdraft interest and £150.00 of overdraft charges to account xxxxxxxxxx which I do not feel is fair and justifiable.

 

I today contacted a lady called Divya in the Collections centre to discuss my account. After viewing my online banking (please see attached all screen shots) it became apparent that I would only need to make a payment of £6.60 to bring my account up to date (xxxxxxxxxx When contacting Divya she was not prepared to discuss any of my accounts with me until I gave her my contact details which I reluctantly had to pass on. I requested to make this payment and then close this account to which Divya said that there was basically no balance of such an amount to pay and I had to pay a total of £112.20 on this account. When I questioned this figure despite seeing the balance in black and white on my online banking Divya couldn’t answer me and kept re-iterating that if I didn’t make a payment of the £112.20 I would have all the re-imbursement taken from my account.

I again tried to make a payment of the £20.00 arrangement fee on my current account xxxxxxxxxxxxx to which she stated she wouldn’t accept and the arrangement fee has gone to £20.00 from £17.00 xxxxxxxxxxx on my other account . As monies had been refunded to the account I had to make a full payment of £484.16.

Divya later tried to explain that the extra monies for the two accounts I was told I had to pay were actually to include additional bank charges that would be applied in October.

Upon having further discussions with Divya explaining that the financial ombudsman adjudicator had instructed that I continue with my agreement to repay of £20.00 Divya referred to the ombudsman service as a pack of lies.

Divya started to become very abrupt with me when all I wanted to do was to make a payment. Divya later terminated the call at 10.25am on 01/09/2009.

 

I have been through so many different complaints with Lloyds TSB and quite frankly I am starting to find your customer services departments to be extremely unhelpful.

 

I have been forced to change my mobile phone number and also my address to try and prevent you making rude and inappropriate contact with me.

It has resulted in excess phone calls throughout the day and night to my mothers telephone number and have even had events where my brother’s mobile number has been contacted asking to speak with myself.

Upon any occasions in which I have answered the calls the person’s on the other end have been extremely rude, uncooperative, and were not willing to reason with and of my requests. At times I have felt deeply saddened and disappointed with this, and on occasions I have felt extremely intimidated by the manner and tones in which person’s have spoken to me. I can also safely say that my mother too has felt exactly the same.

 

On two occasions I have had individuals without confirming any security questions first actually discuss my account with me. Which again I was not happy about them doing as would be expected.

 

Due to the amount of pressure this has been putting onto me, I have been forced to take time off work due to upset, and this is actually making me ill and affecting my daily life style duties. The inappropriate action’s of Lloyds TSB is not just affecting me but also my mother.

 

I understand that Lloyds TSB are legally allowed to contact any person’s who owe a sum of money a reasonable amount of times. I do not however believe that you are contacting me a reasonable amount of times. I have some days been contacted in excess of 8 times to each phone number.

 

I wish for you to stop contacting me via phone, stop contacting my mother and my brother. I am therefore asking that you only contact me via writing to my mothers’ address (at the top of this letter) where correspondence will be forwarded on to me.

 

I wish to set up a new financial repayment agreement with yourselves, which I have no problems in paying, however I do not see the point in paying an amount of £20.00 per month to have further charges of £75.00+ always applied. I do not feel these requests are unreasonable and look forwards to setting up a repayment plan with you.

 

Date: 21st January 2010

 

Dear Sir or Madam,

 

Account number: xxxx and xxx

 

I am writing in response to a series of letters in which I have received from your selves as I do not feel a telephone conversation necessary.

 

You state that you have reduced my planned overdraft to £440.00 and request I pay monies into my account to bring the account back to the agreed limit. As well as receiving a letter stating there had been suspected fraudulent activity on my account for a large amount of money which I suspect is a [problem] in which you wish to try and get me to obtain contact with yourselves and I would like to think should anybody experience fraudulent activity then the envelope wouldn’t clearly stated ‘urgent action suspected fraudulent activity’ all over it.

 

Whilst I appreciate that I do owe Lloyds TSB some monies and does need to be paid, I don’t appreciate being knocked back down to earth on any attempt to make payments by having double amount of charges placed onto my account.

 

The agreements that were in place for repayment plans on my account have been halted by me due to the agreements from your side not actually being correct.

It was agreed that a repayment of £20.00 amount on xxxxxxxxxxxxxxxxx account and £17.00 amount on xxxxxxxx account was to be repaid at the beginning of each month where all charges and interest would be frozen. I then noticed that the freezing of interest and charges had not happened at all, and upon speaking to members of the Lloyds TSB call centre I was told that was never part of the agreement.

I could not see any appropriate point in me paying money which was less than a quarter of charges applied to my accounts and advised Lloyds TSB that I would not be paying. And again as the situation is still similar to that of June 2009 I will not be paying any monies into the account unless a series of requests could be met or an agreement of some form made.

 

I can no longer access my online banking in order for me to assess the levels of my ‘unarranged borrowing’ and I no longer receive paper statements as you have withdrawn this facility away from me.

 

How do you expects persons to improve their accounts when you instantly at the click of a finger simply withdraw overdraft facilities, I find this to be a matter of greed, you as a bank thrive from astronomical fees and charges.

 

My thankfulness springs from the manner in which this incident has caused me to rethink my errant financial ways. I noticed that whereas I personally attend to your telephone calls and letters, when I try to contact you, I am confronted by the impersonal, overcharging, pre-recorded, faceless entity which your bank has recently become.

After several months of (un)amusing banter back and forth, it became apparent that:

1. Lloyds TSB takes money whenever it feels like it

2. No two departments at Lloyds TSB are capable of communicating with each other

3. The people who deal with my letters are impossible to find on the company directors

4. No person at Lloyds TSB seems competent enough to sufficiently and accurately annotate my account

However, what I’d really like is to get all this stuff sorted out. Put all the money back, so I can perform other duties like paying my mortgage, car finance etc, then arrange payments to you. The trouble is, it takes Lloyds TSB up to eight weeks to respond. In that time, you would have charged in again and swiped more money. Whatever it is, it means that the never-ending cycle of take, put back, take, put back and take is, well, never-ending.

After recently obtaining a copy of my credit file I was concerned to note that Lloyds TSDB have placed a "Default" notice against me.

Further to this I have no recollection of ever receiving such a notice, and I therefore require you to substantiate this data at your earliest convenience.

1. You must supply me with a true copy of the alleged agreement you refer to. This is my right under your obligation to supply a copy of the agreement under the legislation contained within s.78 (1) Consumer Credit Act 1974 (s.77 (1) for fixed sum credit).

2. You must supply me with a signed true and certified copy of the original default notice

3. Any deed of assignment if the debt was sold on

4. I also request copies of all notes on my accounts which I am well within my right to request

 

5. I wish for clarification on the matter of the ‘fraudulent’ activity on my account

I would request that this data is provided to my self within the next 14 days, if you are unable to provide this data then I must insist that it is removed from my files as unsubstantiated.

 

 

 

Date: 27th March 2010

 

I am writing in response to your letter dated 24th March 2010, whereby you advised via an automatically computer generated letter that you endeavoured to respond within the next four weeks, I am disgusted to think that my initial letter was sent to you dated 21st January 2010, it is now 27th March 2010 and all I have received are automatic computer generated letters.

 

Please note I attach copies of all initial letters sent to yourself, along with a copy of the letter which I received saying that there was fraudulent activity on my account.

I have assessed the situation of the fraudulent activity which you sent me a letter about, by doing research I am concerned that ‘white eagle’ is actually a pre paid maestro card, or that of a pub in Anglesey. I wish for this matter to be thoroughly investigate along with any other transactions in the last year, as since approximately December 2008 I have nothing to do financially with Lloyds TSB.

 

I wish to inform you that I am also sending copies of all letters directly to the Fraud department, in hope that this department may take my requests more seriously.

 

You are now in breach of your duties under Section 78 of the Consumer Credit Act. If you do not answer my original questions and reply within 7 days I will have no choice but to escalate the matter to the relevant authorities including the Banking Ombudsman, Office of Fair Trading and the Information Commissioner's Office.

 

Date: 08th April 2010

 

 

I am writing in response to your letter dated 24th March 2010, whereby you advised via an automatically computer generated letter that you endeavoured to respond within the next four weeks, I am disgusted to think that my initial letter was sent to you dated 21st January 2010, it is now 08th April 2010 and all I have received are automatic computer generated letters.

 

I now feel like I am being victimised, it seems for every letter I send to you requesting for help I am ignored or sent an automatic letter, I then receive a letter stating you are withdrawing my overdraft facility and another letter stating that you have commenced legal proceedings with Messrs Sechiari Clark and Mitchell, yet I have not ever received any correspondence of this or received and letters from Lloyds TSB advising of this. I do not see this as fare, I am appalled and deeply saddened that I request for help and you victimise me.

 

Please note I attach copies of all initial letters sent to yourself, along with a copy of the letter which I received saying that there was fraudulent activity on my account.

I have assessed the situation of the fraudulent activity which you sent me a letter about, by doing research I am concerned that ‘white eagle’ is actually a pre paid maestro card, or that of a pub in Anglesey. I wish for this matter to be thoroughly investigate along with any other transactions in the last year, as since approximately December 2008 I have nothing to do financially with Lloyds TSB. I also attach the letters dated April 1st 2010, 30th March 2010 and 29th March 2010.

 

I wish to inform you that I am also sending copies of all letters directly to the Fraud department, in hope that this department may take my requests more seriously.

 

You are now in breach of your duties under Section 78 of the Consumer Credit Act. I also believe that you are in breach of FSA regulations, you have failed in most instances to acknowledge receipt of my letters within 5 working days, you have failed to respond to advise of a holding letter within 4 weeks and also you have failed to respond within the 8 week timescales. If you do not answer my original questions and reply within 7 days not only do I have valid grounds to pass this complaint onto FOS, but you will also be subject to an FSA fine of approximately £300 for breach of regulations with regards your dealing with this complaint. You will doubtless be aware that complaints that are forwarded to the FOS can be subject to financial penalties whether the complaint is upheld or not (i.e. case costs are not incurred by the consumer), and also leave a bad mark on the company’s compliance records with the FSA. I am giving you the opportunity to avoid this and save these costs in settlement of my complaint.

 

I am sure your company has the best interests of their customers at heart, which is why I have given Lloyds TSB an opportunity to admit wrongdoings and settle the concerns of a previously very loyal and valuable customer. I can only allow so much, however, and I must reiterate that this is Lloyds TSB’s final chance. If my queries are not resolved within 7 working days (including Saturdays), and unless I am compensated as outlined above, I will have no alternative but to take my complaint to the FOS, who will be more than willing to take my case on. Furthermore, I would like to reiterate my disgust at the disgraceful treatment I have endured during this sorry affair. I wait to hear from you.

 

 

 

 

Sorry again for such a long thread but i'm really stuck now.....

Edited April 8, 2010 by swan1234

[swan1234]

Anybody have any advice? i'm literally tearing my hair out with all this and dont know which way to go from here now? thanks

[PGH7447]

give people a chance to read all this:)

[PGH7447]

OK do you have all the statements for these accounts?

 

 

If not send a sar to the bank for these accounts demanding all statements from when they were both opened, also demand all correspondence send and recieved by them and transcripts of all phone calls.

 

on the bottom of the sar, state that until these are provided these accounts are in dispute and any attempts to collect will be reported to the relevant authorities.

[swan1234]

Hi PGH7447, sorry didn't realise how blinking log that post was thanks so much for replying to me.... i definately haven't got ALL my statements as they stopped sending them to me. i probably sounds really thick now...what exactly is a subject access request?

[PGH7447]

The Consumer Forums - Debt collectors

 

template 11

 

this costs £10 send a postal order sent it recorded they then have 40 days to supply everything you aks for.

 

So you ask for

 

all statements from when the accounts were opened

all correspondence

all phone transcripts

 

then we go from there

[swan1234]

Thanks very much, i'll get onto this right away! i'll keep you posted.

[swan1234]

Hi everybody, i wrote for the SAR, i never received any response.

 

I have been sending them letters almost every month reminding them of their ignorance of non repsonse, can anbody suggest a next step for me?

[swan1234]

Also just to add as i forget to mention this, there has since been what i know to be definate fraudulent activity on my account.

 

I have contacted them via phone, they said they'd send out a fraud letter and form, nothing materialised.

 

I have wrote to them, contacted them around 29 times just relating to the fraud which is still being withdrawn from my account and i am quite simply being ignored. I am having what is now 8 month withdrawn when there's no money there to take.

 

I even asked from them to freeze any additional charges whilst they investigate, to which i was advised they would. Yet suprise suprise they haven't

[PGH7447]

they have 40 days to respond to a sar, my advice now would be to open another bank account, with a different bank and transfer everything and leave this one empty, then write and tell them that any acitvity on this account is due to fraud

[jdes26]

In these circumstances sometimes it's best to go into ur local lloyds and make a scene

I would there a joke

[swan1234]

I've wrote to them and told them i any activity is due to fraud, but i'm still getting threatening letters for the overdraft on it and the overdraft has been sold on to debt management companies.

 

I've been into lloyds branch and they literally ended up asking me to leave and refused to help as they said i owe them the money on my overdraft despite loads of it actually and genuinly being fraud....

[PGH7447]

until they comply with the sar dont respond to any threats, if a dca chases state this account is in dispute with the OC and you will not be dealing with anybody else until the dispute is resolved. stay firm