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| Customer service | 2.1/10   |
|---|---|
| Value for Money | 1.7/10 |
| Reviewer Rating | 1.8/10 |
| Overall Rating | 2.3/10 |
By zester on 13th Dec 2006
| Customer service | 0/10 |
|---|---|
| Banked with company | 1 year and over |
| Value for money | 0/10 |
| Overall value | 0/10 |
 zester's recommendation | |
None
Don't return calls
Never get to speak to your business manager
Staff
Not prepared to do anything to recompense customers for their failings
I have been a personal customer with them for 10 years. During that time they have made mistakes, but generally they have been resolved to my satisfaction.
As I was a personal customer I decided to open a business account with Lloyds TSB as soon as my new business was set up. This was the worst decision I have ever made.
The account took about two weeks to set up, during which time I left half a dozen messages for the manager opening the account to contact me - she never did.
Once the account was open, I was given a new account manager, who wrote to me to tell me how I could contact him. I tried to contact him to open client accounts, and was told I would be called back - I never got a call back; called to open get a business credit card, not available. I was told someone would call me back, but no one did.
This carried on for two weeks I left a dozen messages, and never heard from (and still have not heard from) my business account manager.
I then had issues with my personal account; I wanted to transfer an overdraft facility from an unused joint account to an account my salary went in to. I called the call centre - told it needed to be credit checked, they would call me on Monday. By Tuesday, no call. I called them, and I was told an overdraft can't be sorted, as I have a business account, and that manager needs to deal with it.
Told staff that my business account manager was useless, and I wanted the whole lot transferred to St Albans. Told they me they would get a senior account manager to call me the next day before 12. At 2pm the following day, a senior account manager called me and said "someone told me to call you, what's wrong?" He had no idea what the dozens of calls/complaints were about, and he could offer no help whatsoever.
I told him my personal account would be transferred and I would recommend to the board of directors that the business account go elsewhere too. He offered no incentive for me to stay with them, so I approached Abbey to transfer accounts to them.
The final straw came today. I wanted to get a banker's draft to purchase a car. I called business banking yesterday and asked if they would waive the £10 fee and I might consider keeping business account with them.
My business account manager wasn't available, and another manager was helping out - he told me he would have to speak to the senior manager. I got a call back this morning, "no we are not prepared to waive fee".
Result - personal account closed £150,000 credit transferred to Abbey, business accounts with £100,000 pa turnover closed and transferred to Abbey.
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