Direct debits changed without my permisson

[drifter104]

Details are as follows

 

Me and my now ex partner setup a joint account 18months ago.

 

3 weeks my ex partner closed the account (without my permission)

and moved all the existing direct debits to my existing personal account without my permission.

 

Lloyds customer service have lied to me saying it was done using the switching service (over 2 week period),

even though I have a call recording with the branch deputy manager

confirming it was done by a member of staff in branch.

 

I went to branch today to try and get my personal account changed into an account with similar benefits

only to be told they don't offer that account even though it is still advertised on line.

 

On top of that the branch manager told me that I was rude

and at one point refused to give me my debit card back.

 

I have recordings of all of this proving I was anything but rude.

 

The branch manager also told me that the direct debit ganurantee allowed them to move them direct debits in this way.

 

Quite honestly all I wanted before my meeting today was my overdraft option back.

 

After my treatment today I want to take things further but not sure where to start

Edited March 16, 2014 by drifter104

[citizenB]

I do not know if the Direct Debit Guarantee will protect you in this instance. Check the link below to see if it does.

 

Your first step would be to send a Formal Complaint to the bank's Head/Registered office. Ensure you head your letter "Formal Complaint" and send it by tracked mail (either recorded or special delivery). Keep the receipt and check a couple of days after posting that it has been received and print off the signature slip.

 

They have 8 weeks to deal with your complaint - if no satisfactory outcome, they must provide you with a Final Response letter - you will then be able to escalate your complaint to the Financial Ombudsman.

[griffzilla]

I do not know if the Direct Debit Guarantee will protect you in this instance.

 

I'd think that you'd be covered by the DD Guarantee on this - they'll not have a mandate with your bank details on it, so will have no leg to stand on if you challenge.

 

The switching service was not introduced for this, and if they used it for this purpose, it could pose quite significant problems. In a nutshell, the switching service deflects all direct debit requests from the old bank to the new bank - so anything sent to the old account is mirrored on the new account.

[Klandestine]

Me and my now ex partner setup a joint account 18months ago.

 

Just to clarify was this joint account with Lloyds?

 

3 weeks my ex partner closed the account (without my permission)

 

Each person named on a joint account can make decisions independent of the other - they don't need your permission.

This includes closing the account.

 

and moved all the existing direct debits to my existing personal account without my permission.

 

Is the account ONLY in your name?

 

Lloyds customer service have lied to me saying it was done using the switching service (over 2 week period),

even though I have a call recording with the branch deputy manager

confirming it was done by a member of staff in branch.

 

The switching service is the only way a bank can "move" your direct debits.

Otherwise, they are entirely managed by the company you are actually paying by direct debit.

 

(There is no such role as a deputy branch manager at Lloyds)

 

I went to branch today to try and get my personal account changed into an account with similar benefits

only to be told they don't offer that account even though it is still advertised on line.

 

Which type of account did you want to have?

The products offered branch are not always the same as those online.

 

On top of that the branch manager told me that I was rude

and at one point refused to give me my debit card back.

 

I have recordings of all of this proving I was anything but rude.

 

Okay fair enough. But something must have caused him to react in this way.

Also keep in mind that people have different perceptions of what constitutes rudeness.

 

The branch manager also told me that the direct debit ganurantee allowed them to move them direct debits in this way.

 

Quite honestly all I wanted before my meeting today was my overdraft option back.

 

I think what he said about the Direct Debit Guarantee is rubbish.

 

After my treatment today I want to take things further but not sure where to start

 

A formal complaint in writing.

Keep your account of what happened clear, informative and relevant.

Feel free to ask us for any improvements by post a draft of letter to this thread.

[drifter104]

Thank you for the help so far, just to clarify a few points.

 

Just to clarify was this joint account with Lloyds?

Yes

 

Is the account ONLY in your name?

Yes

 

(There is no such role as a deputy branch manager at Lloyds)

I did make an assumption, but it was the person running the branch while manager was not there.

 

Which type of account did you want to have?

The products offered branch are not always the same as those online.

I wanted a platinum account, which this same account was 18 months ago before I downgraded it when opening the joint account. Today I asked their twitter people about the account type and they said it was odd as they do offer the platinum account still both in branch and online.

 

I think what he said about the Direct Debit Guarantee is rubbish.

My thoughts exactly.

 

Oh they also don't seem to be able to send me a statement for the account that was closed even though I've asked for one.