thank you Alex, I am sorry for the short reply; don't want to take too much time winging so I am trying to keep to the point,. They have charged late fee as well as removed the interest free option and started to charge interest. But I have not been informed of this change; not verbally or in writing. And we did have half a doesn't telephone conversations. (they called) . My biggest problem is the reason they used for removing this option from my account. They issued a credit card statement for January on 2nd , on my bank statement it is very clear a money transferred on 2nd but Lloyds are saying this payment was too early and was counted for December? Then they back tract to say I made the payment on 1st (which is not according to my on line statement) which means their internal data differs ad inconsistent. We then made further payment on the day we I agreed with the bank, on 27/28 Jan. and the total of these both payments cover the amount due but they appear to be manipulating dates and data. It appears that the very following month they have removed the interest free option without any notice.
Have you raised formal complaints yet?
I did today. I made a complaint by phone which hasn't been taken seriously, but got told it is what it is; so I made an official written complaint to the bank and also approached ombudsman.
Yes you need to take the following steps:
1) Write (not email) a formal written complaint
This will be investigated through their complaints process
As a result you will get a final response.
If you are unhappy with the response then you can take step 2)
2) Complain to the Financial Ombudsman
They are independent and offer a free service. They will investigate your complaint from the outside
Their website is: www.financial-ombudsman.org.uk
But you can't complain to these people UNTIL you have a final response from the bank
Can I clarify anything for you about this today please?
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