jmcdyre vs LloydsTSB

[jmcdyre]

Got my DPA stuff back on Friday, have worked out my penalty charges to be £1031.50.

Sent my prelimary approach letter today, by post and email to be sure.

So now the waiting game...

[jmcdyre]

Email acknowledged:-

 

Thank you for the e-mail.

 

I am sorry to learn that you appear unhappy over the level of charges

you have incurred on your Lloyds TSB account.

 

Under the circumstances, your e-mail has been passed on to the Manager

of the Complaints Unit within Service Recovery. I have asked that he

notes your comments and issues raised and arranges for a response be

sent to you at the earliest opportunity.

 

In case you haven't received a copy of our leaflet called 'How to

voice your concerns' I've attached one to my e-mail. This tells you

all you need to know about resolving your complaint with us.

 

Regards

 

Keith Boden

Lloyds TSB - Service Recovery

Birmingham

[jmcdyre]

Didnt think they would reply this quickly, or at all by email.

I only sent it on Monday (and hard copy on Tuesday).

Do I carry on waiting for the 14 days?

Here is the email (they attached the leaflet about charges too)

 

Dear Mr ******

 

Re: Account Charges for Overdraft Excesses and Returned Items

 

Thank you for taking the time to contact us about your account.

 

I understand that

 

· You feel that the charges you have incurred are unlawful.

 

You are unhappy with the amount of charges you have incurred as a result of being overdrawn and from returned items.

You have requested that all charges incurred should be refunded for the past 6 years.

 

When you become a customer, we give you details of any charges for the day to day running of your account. Details of our charges are also available from our branch staff, telephone helpline or our website.

 

For the vast majority of our customers banking with us can be completely free as charges are not made for services such as debit cards, cash machine withdrawals, balance requests, statements, cheque books and Internet banking. We also do not charge for processing Direct Debits and Standing Orders when they are paid through our customers' accounts.

 

One of the few services we apply charges for are when a customer does not have enough money in their account to meet payments they have requested us to make. If customers think they may exceed any limit they have, we urge them to contact us to discuss their requirements. Any requests for further lending are then assessed in line with our usual credit policy. Similarly, when we return an item, we are preventing a customer from exceeding their limit, and again as we explain clearly to our customers, this process incurs a charge

 

Typically, we do not levy customers an excess overdraft fee the first time they go overdrawn without agreement, as long as it hasn't happened in the past twelve months and we limit excess fees to a maximum of three occurrences in any one month.

 

As a business we are entitled to set charges to cover additional work. These charges are not hidden and are notified in the guide to banking charges leaflet we produce. We advise our customers to ensure cleared funds are available in their accounts to meet payments due. You will also note that in the front of each cheque book we request that funds are available before cheques are issued.

 

You incurred charges because you did not ensure funds were available in your account to cover the payments set up by you. It is your responsibility to operate your account within any agreed limits and within the terms and conditions.

 

You accepted these terms when you opened your account and when you agreed your overdraft. We did not agree to pay your account in excess of the amount agreed without charges being made.

 

Accordingly, I am unable to agree with your request to refund the charges. We do expect your account to be run in line with the terms and conditions of its operation. This means that you must ensure that cleared funds are deposited into the account the working day before any payments are due. If you do not feel you will be able to run your account in accordance with the terms and conditions, we may have to consider withdrawing certain facilities, such as any debit cards, overdrafts and chequebooks. Alternatively, you may wish to consider alternative banking arrangements.

 

In case you haven't received a copy of our leaflet called 'How to voice your concerns' I've enclosed one with my letter. This tells you all you need to know about resolving your complaint with us.

 

If you are unhappy with my decision and feel that you have something to add which might change the outcome, please get in touch. If we cannot agree on a solution at that point, I will help you refer your complaint to the Financial Ombudsman Service for independent arbitration.

 

Yours sincerely

 

 

 

David Just

Assistant Manager

[Janet-M]

Yes , always stick to the time limits you set.

They are quick.. to say no .. if you look at my thread it took a total of 8 working days from my first email to there standard ..this is our final response .

[jmcdyre]

Would sending a reply disputing their email be worth the effort, ie saying for instance that, yes, I agree a fee to cover their costs can lawfully be levied as per the t&c's, but lets be serious it doesnt cost £x to bounce a direct debit, nor £x for an o/d excess charge letter to be sent (and perhaps quote the OFT)?

[Janet-M]

Anything you do must be your own decision but as has been mentioned many times is the fact they are just going through the motions the same way you are so where would it get you.

[jmcdyre]

Good point - I might just talk to them about it over the telephone. I can record conversations on my mobile.

[jmcdyre]

This topic was closed on 03/08/19.

If you have a problem which is similar to the issues raised in this topic, then please start a new thread and you will get help and support there.

If you would like to post up some information which is relevant to this particular topic then please flag the issue up to the site team and the thread will be reopened.

- Consumer Action Group