Jubaxt v Lloyds

[jubaxt]

hi-have just done s/sheet for n1 and realised i may have had a couple of charges refunded during the claim period.

 

there is nothing to imply this directly but have a couple of entries-ccr could this maybe be something like collection centre refund/reversal-dont want lloyds to defend just because of this-how can i find out about reversals??????

[passivenomore]

Hi there...

 

To clarify, it is CCR not COR that is on your statements is it?

 

Can you double check?

[jubaxt]

mmmm looks like ccr

[christinajanep]

how much does it come to

[jubaxt]

havent got statements to hand at mo but there was an odd £1 then if i remember rightly £35 on one statement

[christinajanep]

thats not alot so i'd claim it

[jubaxt]

hi christina its listed as a credit not a debit-my charges come to £4500.loljust dont want lloyds defending because i've not taken re-imbursements of charges of my spreddie

[christinajanep]

oh ok i understand now sorry (bit slow on the uptake there sorry)

[jubaxt]

have been waiting to take n1 to court (£250 fee)-pay day is here so i can now afford it.

 

lookedupon it as i might be investing £250 to get back £6000-now with the test case really dont know what to do-can not afford to give £250 away but if i knew i would get an offer.....

[Curlyben]

Proceed with the plan.

 

I'd simply ask the court what the latest is with regards claims.

They should be able to offer advice.

[jubaxt]

feel really deflated-

[BEBOBs]

I know how you feel got court date for next wednesday not sure what is happening now. But keep your chin up this could be better for us all in the end. The way i look at it if they pay up they know they are in the wrong somewhere along the line

[PeterAnderson]

jubaxt - Hi,

 

Same boat, my N1's all printed off - NOW CAG have changed the POC's as a result of the test case - back to square one. However I did read another post today that someone went down to Bristol CC and was told to proceed as normal as the courts have had no directions to proceed otherwise

[jubaxt]

one step forward 6 steps back.i'm hanging on til monday now-just to see what comes to light .my fees are £250 WHICH I CAN ILL AFFORD AT THE MO!!!!!!!!

[GuidoT]

I should clarify that the revised particualars are not a response to the OFT test case announcement, they were being prepared in any event. If you are interested have a look here:

http://www.consumeractiongroup.co.uk/forum/general/107631-new-template-pocs-available.html#post1037051

 

Anyway, business as usual in the main:

http://www.consumeractiongroup.co.uk/forum/lloyds-bank/107584-oft-test-case-what.html

[PeterAnderson]

GuidoT - Many thanks for the info.

 

It only goes to show how easy it is to jump to the wrong conclusion as I saw the new POC was posted shortly after the OFT test case was posted - sorry

[GuidoT]

No need to apologise PA, you are not the only one to connect the two.

[jubaxt]

would it be woth all lloyds customers-or other banks for that matter having a thread dedicated to outcomew of court cases-this way we could see what current trend is without having to read through individual case threads

[adamc6671]

Hi Jubaxt

 

Sounds like a very good idea to me. A thread that showed just stays granted, successes, and (heaven forbid!) losses indexed against each banking institution's name would be extremely useful, especially in the light of the OFT Test Case.

 

What do you think, Mods?

 

All the best - Adam

[jubaxt]

pleeeeeeeeeeeeeeeeeeese mods-it would be oh so useful.lolxxxx

[jubaxt]

The cynical methods used by one of Britain's biggest banks to avoid refunding customers' unfair bank charges are exposed today.

High Street giant Lloyds TSB, which has been accused of overcharging customers £300 million a year, has issued staff with guidelines on how to deal with complaints.

 

 

In a 16-page training pack it instructs workers to: • Reject first-time claims, even if they are legitimate.

 

• Offer a maximum payout of £750.

• Only offer immediate settlements to those who are "very ill" – or dying.

• Not refund or waive interest.

Banks and building societies make an estimated £1.7 billion a year from levying charges of up to £39 each time a customer goes overdrawn or bounces a cheque.

Since Financial Mail on Sunday and consumer groups began highlighting these "unfair" profits and campaigning for a fairer system, millions of customers have asked their banks for a refund of the charges.

Lloyds TSB has been so inundated with claims for refunds that it has set up a special Recovery Centre at its offices in Andover, Hampshire – and has had to draft in agency workers to help its hundreds of "customer care" staff.

The training booklet is the first concrete written evidence of the banks' seeming determination to cheat their clients out of reclaiming the fees.

One complaint handler for the bank, who contacted The Mail on Sunday, said: "Cynical does not even begin to describe it.

"I was placed by a recruitment agency, working from 5pm until 1am for about £200 a day to work in this nondescript building on the outskirts of Andover.

"I was one of about 50 people just dealing with complaints about service charges – we were told the bank was receiving more than 500 a day.

"This training pack was given to me on my first morning and I was told I had to adhere to it as this was the company policy – no deviating.

"The booklet was telling us to reject customers asking for refunds, then to palm the more persistent ones off with nuisance money."

He added: "It did not matter if the charges had been unfair or if the records showed the applicant was owed thousands of pounds in refunds.

"We were told to offer those who wrote in after the initial rejection refunds of up to £750 – but for most the claim was going back five to ten years, meaning the money people were owed ran into the thousands.

"The bank's attitude was very much that they could take it or leave it and we were always told that it was to be stated that this was a goodwill offer, and in no way an acceptance that the customer had a case."

The Banking Ombudsman investigates complaints from customers about their bank, but it is a lengthy and time- consuming process.

Banks, for example, are given up to eight weeks to respond to the original complaint.

"Offering people £750 to just go away was a quick and easy option,' said the Lloyds TSB worker.

"We would tell them it would be in their bank in two days. What none of them knew was that they could still pursue the bank for the rest of the money."

This year, bank customers have reclaimed more than £200 million in overdraft fees.

Campaigners argue the real cost to a bank for a bounced cheque is only £2.50.

Andrew Oxlade, Editor of The Mail on Sunday's financial website This Is Money, which has led the campaign to highlight unfair bank charges, said: "One has always strongly suspected that bank staff have not come up with these sort of dirty tricks on their own, particularly when they sometimes sound like they are reading from a set script.

"Now we have the first concrete evidence that at least one of the big banks is actually schooling workers in underhand tactics. It is quite simply appalling."

The Lloyds TSB training manual carries the distinctive prancing horse logo and describes as Complex Cases anyone writing in for a refund for the first time.

It says: "We tend to reject these unless there is evidence that a customer is vulnerable."

In another section, under the Paying Out Rules, it tells staff of a £750 Payment Rule and says any pending charges for a customer accepting the offer are to be waived.

The document says customers have to be "very ill" to be considered vulnerable in order to get an immediate refund.

It also states: "Death cases: if you identify the customer has died since complaining, or a party is claiming on behalf of the deceased, DO NOT DEAL.

"Clearly indicate that it is a death case and pass it to your team leader."

And on the media, the document says: "Any cases with mention of Press involvement or threats of media need to be passed to your team leader immediately. Do not review these cases!" A spokeswoman for Lloyds TSB said: "Clearly, as a large organisation we have a policy for handling complaints but this is purely a framework, and every case is handled on a case by case basis according to the individual circumstances

[jubaxt]

maybe we should all print this off to put in our court bundles

[maggiejtbg]

Hi jubaxt

 

intresting handbook!!!!! i cant believe it

 

LLoyds are just so inconsistenet as not everyone has been offered the £750. Also they settle some early and others they take to the wire and others they actually make people go to court.

 

LLoyds should be slapped on the wrists, why dont they treat all people the same????

 

I filed my claim yesterday so we will have to wait and see

[Titch28]

The way I read the original post it's only Andover that this booklet is being used by, where did you send your letters Maggie?

 

Jubaxt, how come there was such a gap between your LBA and N1? Not criticising just curious. Ta.

[jubaxt]

basically the court fee was £250-lack of funds to pay it due to lrge car repair bill!