LLOYDS BANK COMPLAINTS

Customer services: LLOYDS BANK

REF: "OM091"
 Branch Location: 186 Streatham HIGH Road, SW16 (London UK)
(LETTER ADDRESSED TO: LLOYDS BANK CUSTOMER SERVICES,
1 LEGG STREET, CHELMSFORD, ESSEX, CM1 IJS, UK)


I'm certainly not one to complain, but
To be honest, I am very angry with my Bank - LLOYDS BANK (here in LONDON, UK!)

I've been with my Bank (Lloyds Bank) Previously 'Lloyds TSB' for over 20 years
And although I don't have millions of pounds invested - I like to think my business is also
Appreciated like thousands of average / low earning individuals in the UK.

I value my Bank account and try my best to keep it in credit and rarely have I gone overdrawn.
When I have slipped into the red, I've tried my best to rectify things as quickly as possible.
However, the last few months have been extremely taxing on me and my family.

Considerable financial pressures have meant alot of changes, (without going into too much detail here)
I can honestly say it was the toughest year of my life so far.

To add to the existing financial difficulty, my work in Marketing (I'm self Employed) dried up and
Life became so much harder. The red letters piled up and so did the threats from debt collectors.
I know things will change, but sometimes it can be very hard when you feel suffocated.

No space to move or time to get on top of things.

In early March 2014 (very recently) I wrote to my Bank -
Lloyds Bank (S.W London) to explain that I was struggling financially
and I was aware that I did go into the red with an unauthorised overdraft, but those funds
were quickly borrowed and deposited into my account to bring it back to into credit.

The charges were inevitably pending, and the dreaded confirmation letter duly arrived -
And this at a crucial time when 2 debt collectors were already owed funds. I PLEADED with
My Bank in an 8 page letter (4 pages sent to them TWICE!) if these charges could be waived
at their discretion -
Just to help me get back on top of things, since I would be slipping desperately further into
Debt.
My letters were not even responded to, due to this, the debt collectors are threatening doorstep
Collection.

I am so infuriated that a charge like this could not be 'Waived' considering the unauthorised
Funds were promptly paid back into my account. I believe there was a total of £52 in charges added to
my account....(Where can you make a 52% profit in less that 3 weeks without physically doing anything other than Banking!!???)
Based on the £100 that was owed. Its plain and easy profiteering from an institution that claims to
Protect it's customers... 'Responsible lenders', "You First" ...There for "The moments that matter"...etc. All of this!!!
We get so much of this every day! Some Banks have topped this with slogans like ...

"The listening Bank"
..."The Bank that likes to say yes"
"Always giving you extra"
...."Helping you plan for tomorrow… today"
"Go ahead. You can rely on us"
Norwich Union – Let us quote you happy...
Royal Bank of Scotland – "Where people matter")


What does that mean in reality!??? In real, day-to-day terms?
'We care for you whilst your funds are in credit, and we've enjoyed
Having you deposit your hard earned funds with us for over 20 years - BUT
Once you go into the red, we'll whack a baseball bat across your knees so you can't move forwards!??'
...BUT, as our EXTENSIVE, customer driven Marketing demonstrates, we do care!:)
- Okay, a slight exaggeration there, but that's certainly how it feels
When you're on a low income!

We all have choices and decide whether or not to continue using a service based on our experiences.
I don't consider myself a difficult customer in any situation, but I certainly believe that
We are very limited by our choices in most cases. Particularly when it comes
To financial matters, utility suppliers and essential services... Despite the fact THERE ARE alternatives!
If a service is not to my satisfaction then why should I
Deposit my money there, when there are choices available to me?

I work for myself and customer satisfaction is paramount to me, no matter how small the problem is.
A big institution like a Bank should value their customers like any other business.
Trace the origins of Banking back to the 1700's and no doubt customers were highly valued and appreciated
In order to expect them to part with their funds - and with very little Banking alternatives to customers.
NOW we have choices available to us, but choose to put up with poor customer service.

After all, as much as we need Banks, unless you're borrowing funds like a car loan, or Mortgage - what
is the service other than a place to stash our cash.

Lloyds Bank, I am very disappointed that my detailed explanation was perhaps not serious
Enough to warrant a response in writing.

A £52 total fee, to someone currently surviving on less than £200 per month, is literally
like taking food out of my mouth. The fact that I put my difficulties down in writing
Over 8 pages, only to be ignored is enough for anyone to consider switching accounts.
I know there may be many other people in a similar situation, desperately struggling to
Keep on top on things.

I would urge Lloyds bank to restore customer relations and give us some confidence in your service
if these small accounts (like mine) do actually matter.
I don't expect anything from my rant here; after all, my previous 8 pages were apparently ignored.
However, I do think problems should be aired.
£52 in fees is a huge amount for someone like myself and to have my funds returned to me would
obviously help me incredibly to gradually restore things by paying one of my debt collectors!

Jason