The overall rating of a review is different from a simple average of all individual ratings.
Advantages:
Banking service, personal loans, student loans, mortgages, car insurance, house insurance and other additional services that are available, including TORTURE .
Disadvantages:
All the services mentioned above, are completely useless on the long run . Bad customer service, hopeless cashiers and accounts service, untrained and misguided staff .
Recommendable
No:
Detailed rating:
Staff courtesy
Promptness of service
Efficiency of service
Competitiveness of charges/rates
Online - Content/organization of siteNot Applicable
Online - Reliability/speed of siteNot Applicable
Online - Ease of applying for productsNot Applicable
Wow, it's been a while. Other than that, I've been ignoring regular surveys sent via email by CIAO.....
Wow, it's been a while. Other than that, I've been ignoring regular surveys sent via email by CIAO... yeah, I've been reeeaaally occupied with life and stuff. I came back on to say "hello"... ciao :P
Member since:24.11.2004
Reviews:15
Members who trust:3
First off, I'll tell you the PROS and CONS of this local Lloyds TSB Bank; then you can read the rest of my little story.
-------------------- Pros --------------------
1. Excellent, spacious atmosphere, clean office and cubicles with blinds on every window.
2. Unscratched, modern-style writing desks with office-like pens tied-up with silver-bead chain.
3. Security cameras to keep your butt safe from harm, or provide evidence when necessary.
4. Well-dressed staff surrounding their workplace with their high-heels, chin-up and nametags.
5. Staff are always there to lend a helping hand, especially when you fall.
6. They are very kind in their service and whatever you request for; your request seems to be fulfilled instantly.
7. Their service is brilliant when it comes to new customers or those that want to transfer huge amounts of money into their accounts.
8. Account sign-up forms are easily read and understood; you can open an account as long as you put a minimum deposit.
-------------------- Cons --------------------
1. Writing desks are of course, unmarked, but those chained-up, useless PENS, don't always work (I use my own).
2. Security cameras are mostly for display purposes, but in suspicious circumstances, they're switched off.
3. Staff may be well dressed with their chin-up and nametags on display, but are they WELL TRAINED to support their customer's needs?
4. Even well-trained-staff have TWO FACES, whether you smile or not, they just don't want to serve you with high-standard service.
5. When a member of staff doesn't know how to deal with a problem, they won't call their supervisors or managers, but they will give you a related company's phone number, just to get rid
of you.
6. In the cashier's section, they won't close the blind when a section's not available.
7. Professional staff may be trained to use a computer, but they don't know how to scroll to a side to reveal more (hidden) information when their screen is on landscape mode (I had an argument with one of them about this).
8. When you fall, whether down the stairs or just a little trip, they will only help you when they see that you can't get up.
9. Their kindness is a total FAKE, they pretend that they will do something for you, but when you're gone through that door, they will ignore your request (whether it's to change your Direct Debit activity or to cancel your Draft/Cheque payment).
10. Lazy staff that don't want to work at all, they just want to get paid to sit and do nothing.
11. Self-explanatory.
-------------------- My Story --------------------
Oh, where do I start? Okay, I'll take it back to when I first opened my account at LloydsTSB when I was at the age of 16 (miss the teenage years).
Please note: The term TSB stands for: Torturing Selfish B*st*rds. This is why Lloyds adopted those THREE letters from the original TSB bank to suit their company's name (nice try).
It was a time when I had to open an account somewhere in my NEAREST bank (my parents were Lloyds TSB account holders). I had to open an account with them, because I was in the beginning of "working".
At that time, I was new to things and never heard of CIAO (I wish I did, I would've never been LTSB's customer), so banking was that NEW thing.
Their service was good and the staff were friendly, because I was a NEW customer and they treat all NEW CUSTOMERS in a good way (just as if it were a friend, we all like to get to know our friends, but when we become familiar with each other after spending lots of time together, we get fed-up and want to be estranged).
The staff were friendly as I approached them, willing to offer me a helping hand, wow, what a lovely service that was for starters... or am I dreaming?
Anyway, let me cut that story short: EIGHT years on with my struggle to keep a good balance on my account, it always stayed between £500 to £5000, I was a heavy spender, always drawing the money out and almost spending a week's wage on FUN and stuff (clothes, gadgets, etc).
I could afford a second-hand car (had an old Toyota MR2 Coupe, back then), pay bills and order things from online shops (mostly Amazon); I was getting the most out of life, but I had to PAY to enjoy what life had in stock.
I was still working from 8 to 10 hour shifts; I wanted a new car and stock up with important things. My yearly income was a standard salary and it made no difference on my decision to go and get something.
That "something" I was thinking about was a PERSONAL LOAN. I felt that I was behind on important things, also putting the excitement aside... I needed to get my life in order, knowing that I can do better.
So, I went ahead with the loan and the bank's staff went to check my customer-record; it was very good and the loan was accepted without further questions... had a little talk and fully read the Terms and Conditions about the loan.
The Term stated that, when insured, if I get ill or out-of-work, then it would support me in those matters without being "at risk". I agreed to the Terms and signed the forms; the money was transferred into my account within FIVE minutes.
Knowing that I am safe at work and good in health, there was a day that was waiting for me when I wasn't watching my back... my contract at work was terminated after TWO months and I was out of work (I worked night-shift).
The same day, I went to the account enquiries and told their staff at present, that I am now out of work and my loan is at risk if I don't tell them my status as soon as possible.
I did exactly what it was written on the Terms and I read it again for accuracy of information. I was relieved to know that I am safe due to what the Terms stated, but NO... I was wrong. A matter that was stated in the Terms, did suit my situation.
This woman that was working there was a new employee at LTSB (she's been there for five weeks). I told her about my situation and she was like "sorry, we can't do anything about it until you're registered unemployed, you have to go to the JobCenter in order to do that".
Of course, I have to provide them some EVIDENCE... I went to the JC (JobCenter) to be registered (I didn't know what JobCenter was all about, but I enrolled and became registered unemployed). Within that week, I was sent documents from the JC.
Went back to LTSB to deal with this problem, I presented all the necessary documents this WITCH asked for (there was another member with her), I got a REALLY BAD response: "sorry, but we can't help you; here's the number of the loan company that will help you with your account".
Why did she tell me to sign-up with the JC in the first place? Why didn't she tell me that she couldn't support me in any way apart from giving me another company's number, before I signed with the JC? I felt she's messing me around and that one-week was enough to be messed around by them.
The number she gave me wasn't answered by a LIVE REPRESENTATIVE, but an ANSWERING MACHINE where you press buttons that lead you to nowhere, apart from wasting your TIME.
I had a letter on the next day (after visiting that WITCH), it was about the loan insurance; it was cancelled TWO DAYS before I was out of work. I didn't even cancel the loan insurance and I've still got the proof of loan-insurance documents.
I was running around back and forth, contacting companies and trying to deal with this problem. It felt like as if I was WORKING for them. I could've been spending more time looking for a new job all that time, instead of it being wasted. A suitable job couldn't be found (which would keep-up with the instalments).
The instalment was being deducted from my account as an OVERDRAFT (every month)... I personally requested to halt the overdraft; it was STILL BEING OVERDRAWN. Until my account reached a MINUS £1800, I went to request again; finally, the overdraft was halted.
Couple weeks on, a letter for the "missing loan instalment" came through my door... I still tried to solve this problem, but I couldn't get any help from anyone.
Every month, I had "instalment overdue" reminders and every THREE months, I had court letters, solicitor's letters and even letters from the Debt Recovery department. Why is everyone in favour of LTSB? Is there anyone that would give me a little help, at least?
Everyone was ignorant, no one listened... I was left alone, worried and cold. Even the CAB (Citizen's Advice Bureau) couldn't be of any help.
Lloyds TSB has been requesting for recovery from one solicitor to another, when that solicitor FAILED to recover the debt I owed, LTSB moved on to the next. I get the same letter from a different solicitor at every failed attempt to recover the debt.
My current status is the same; I still get letters from recovery departments now and again. The account was closed a few months back and my reference is transferred to the Credit Reference Agency (for 6 years).
I didn't ask for this, nor did I ever attempt to make my reference look this BAD. The "service" as we call it, is not the kind of "service" we get from companies such as Lloyds TSB.
I am very concerned about customers that might, in the future, fall into this trap. I feel sorry for those that are already in this trap and are figuring a way to get out of it.
As there are a few LTSB employees registered at CIAO, they may forward this review to their companies, to enhance their service and help train their untrained staff, but not help those that fell into their trap.
Of course, I know I will not get any help from them, even at this time... but I would like them to know what they are doing and what they have done to their customers that once supported LTSB to be where they are TODAY.
I could carry on, but I guess this will be enough for the day.
I hope you enjoyed reading =)
How helpful would this review be to a person making a buying decision? Rating guidelines
Advantages: Offers services you'd expect from a bank, high free overdraft limit for students Disadvantages: Confusion applying, no interest, little contact, constant changes, poor internet banking
a-true-ben 04.09.2001 (28.05.2002)
·
Read review
Ciao members have rated this review on average: very helpful
Review of LloydsTSB Accounts
Advantages: Pay bills without visiting the bank, online statements, transfer money between your accounts Disadvantages: Statements sometimes a few days behind
Dec 23rd, 2004
exceptional by (13%):
very helpful by (78%):
helpful by (9%):
