I lost my wallet a few weeks ago along with my card, driving license etc. I contacted the Lloyds TSB call centre who told me that I should cancel my card immediately to stop any payments being taken from it.
I went to my local branch and cancelled my card, asking once again if any payments could be taken from the card. Again I was told “no”.
Two weeks later, I receive my new card and go to use it online, but it is declined. I called Lloyds TSB telephone banking to see why and found that £252.90 was missing from my bank account. Knowing that I had not yet used my new card, my old card had been cancelled and I did not have any other payments due on that account I knew for a fact that it must have been taken from my old card which I cancelled.
I called Lloyds TSB telephone banking who again confirmed that payments can not be taken from a cancelled card. I told them what had happened and they told me that it was impossible that the funds had been taken from my cancelled card.
I went into the branch and spoke to the Personal Banking Manager who told me “payments can be taken from a cancelled card at any time after the card has been cancelled and before the cards expiry date”. He refused to assist me further, so I made an appointment with the branch manager.
When I got home I again called Lloyds TSB telephone banking and asked them if money could be taken from a card after it had been cancelled. I was told “once a card has been cancelled, payments can not be taken from it”. I explained what had happened and I was told that the Personal Banking Manager was wrong.
I asked to be transferred to the Account Maintenance dept. After explaining the situation I was told “when a payment is attempted on a cancelled card, we will automatically take it from the new card that was issued. This will happen on all payments weather they are genuine or fraudulent.”
So, lets say your card is stolen and illegally used. If you have cancelled your card, the bank will authorise all payments made against the cancelled card, taking the money from the newly issued card. So, what the hell is the point in cancelling a card that has been stolen?
The Account Maintenance Dept called me back and told me that they were opening a complaint and have e-mailed the branch asking that the funds are made available and the transaction is refused. The complaint that was opened addresses the incorrect information I was given numerous times by both the branch and the telephone banking agents.
I went to the meeting with the bank manager and he was the most obnoxious cunt I have ever met. He never smiled, never said hello, never shook my hand and then when the details I provided did not match the ones he had on his system, he turned the screen around so I couldn’t see it and started interrogating me asking why I was providing details that did not match the details on file.
I came away no further forward than I was when I started.
Returning home, I called Lloyds TSB telephone banking and again told them what happened. Once again I was told that it was not possible. But then the agent went away and came back stating that he had just been informed that the information he provided was incorrect.
Just to recap, here are quotes from Lloyds TSB employees giving you an example of the conflicting advice that they provide on a daily basis.
“Payments can not be taken from a cancelled card”
- Lloyds TSB Cashier
Jan 29th at 4:10am
“If a cancelled card was used, it would have declined. This is a fact and I can see that the card in question was cancelled”
- Adam, Lloyds TSB Agent, Bridgend Call Centre
Jan 29th at 13:26
“Cancelled cards can not be used to make payments after they were cancelled”
- Ardi, Lloyds TSB Call Centre Agent, South Wales Call Centre
Jan 29th 13:34
“Payments taken from a cancelled card are automatically taken from the newly issued card whether the payment is genuine or fraudulent”
- Richard Burdett, Lloyds TSB Clearance Team
Jan 29th 16:30
“Payments can be taken from a cancelled card at any time before the cards expiry date. The payment will simply be taken from your newly issued card number instead of the cancelled card number that was used to initiate the payment”
- James Bryce, Lloyds TSB Personal Banking Manager & Mark Rowe, Lloyds TSB Branch Manager
Jan 29th 15:50
“When a card is cancelled, no payments at all can be taken from the card. Not even authorised payments“
- Ben Hardman, Lloyds TSB Call Centre Agent, South Wales Call Centre
Jan 29th 15:50
“I’ve just found out that payments can be taken from a cancelled card. I was unaware of this, it must be something new“
- Ben Hardman, Lloyds TSB Call Centre Agent, South Wales Call Centre
Continue Reading
Latest Comments