reply from lloyds tsb

[kotum45]

I have received a reply fro lloyds to my complaint which I made over the phone. I asked them to refund 6 years of charges and I said I would be putting this in writing (which I did now asking for a specific amount of £1497)

Here is the letter;

 

RE: Account Charges for Overdraft Excess and Returned Items

 

Your branch has recently asked us to investigate your complaint. I am sorry that you feel we let you down.

 

Your Concerns:

Before I go any further I think it would be helpful if I set out my understanding of your concerns;

- You feel that charges you have incurred are contrary to the "Unfair Terms in Consumer Contracts Regulation in 1999.

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

- You have requested all the charges to be refunded for the past 6 years.

 

Backgroun/Circumstances:

 

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 branches, website and helpline. While banking with us can be completely free, we apply charges if a customer does not have enough money in their account to meet payments they have requested us to make.

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.

 

As a business we are entitled to set charges to cover additional work. These charges are not hidden and notified in the 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 chequebook we request the funds are available before cheques are issued.

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 you agreed without charges being made.

 

My Conclusion

Accordingly, I am unable to agree with your request to refund 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..

 

The it goes on about ombudsman scheme....

 

So I have sent the first approach letter giving them 14 days....

I will keep you posted...

[richardc]

Thanks. They're running true to form. Keep us posted.

[kotum45]

as i am constantly preparing myself for the court, I keep trying to come up with answers to their potential defence. However, I don't know what to say when they say "you have agreed with these charges when you opened the account"

Any ideas??

[BankFodder]

Read the preliminary letter in the library. This will tell you what your positon is.

 

When they say that you agreed to the charges when you oopend your account, you tell them that they agreed to conduct your account lawfully and according to UK law.

 

They won't understand what you mean so quite frankly don't get worked up about it.

[stubbarama]

I wish I was with lloyds, I smile every time I read this from someone

 

 

Your Concerns:

Before I go any further I think it would be helpful if I set out my understanding of your concerns;

- You feel that charges you have incurred are contrary to the "Unfair Terms in Consumer Contracts Regulation in 1999.

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

- You have requested all the charges to be refunded for the past 6 years.

 

[kotum45]

Ten days to go for the county court claim. Exciting!!!!!!!

[petej2811]

Kotum,

 

Interestingly I sent a letter to the fine folk at Lloyds in Colemore Row in Brum. I got a reply that read almost exactly as yours did by a young lady called Jane Fowler.

 

I particularly enjoyed the threat at the end about withdrawing banking facilities. It made me warm and fuzzy inside. Gave me that Friday feeling.

 

Now I know for sure it's a stock letter I shalln't take it so personally!!!

 

PJ

[kotum45]

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