Stephen Lowe

Director at Just Group plc. Passionate about modernising the retirement income market for Intermediaries and consumers. These comments are personal

[Stephen Lowe @slowe1968]

Just Group plc announces strong results for the year ended 31 December 2023. You can read more about our results at https://t.co/PayhqjXXi0 and watch David Richardson Group CEO and Mark Godson, Group CFO in a short results film https://t.co/zm7brinJJZ… #JustResults

[Stephen Lowe @slowe1968]

@RoyalMail how can I DM you ?

[Stephen Lowe @slowe1968]

@LloydsBank You haven't been listening at all to my position.The payment should've been executed on the 23 Dec.Its to settle a funeral bill.Its https://t.co/JrvezT3y6V are suggesting I wait for weeks. No respect for the customer. @sambrodbeck any interest to @Telegraph team - bank #fail

[Stephen Lowe @slowe1968]

@LloydsBank bereavement policy failing vulnerable customers.Funeral payment request originated 23/12. Request repeated 24/12, 29/12, 31/12, 2/1 - still not paid. Bank core competence is making payments #fail.The front office aren't permitted to speak to the back office🤯 @TheFCA

[Stephen Lowe @slowe1968]

@LloydsBank I still don't think you are taking my position with any sensitivity or action. The complaint process takes place over many working days. We have a payment here that was originated on the 23rd of December. That is still unpaid. The action required is now not in weeks time.

[Stephen Lowe @slowe1968]

@LloydsBank Yes. But that will not get the payment made, which is now overdue. Your complaint process has too long a timescale. What can you do to help that is active not passive?

[Stephen Lowe @slowe1968]

@LloydsBank Ive done that.
Days ago.Its not getting the payment made.Your branch should be equipped to administer the payment & the manager didn't know how to do it. Nobody is owning solving this. Every colleague is just kicking it down the https://t.co/STe8g4BBNw conviction to act @TheFCA

[Stephen Lowe @slowe1968]

@LloydsBank I don't think you are listening. I have spoken to them 5
Times. They don't get a resolution. They can't talk to the back office. They just send a message. They make promises and no closure
Is achieved. Nobody wants to own the problem. Can you help ? Or escalate this for
Me.

[Stephen Lowe @slowe1968]

@LloydsBank As I stated I've spoken to them multiple times. All they do is
Message your back office payments team - it's goes into a black hole. Who can I speak to that will get to the bottom of this and explain why the payments are not being processed ? I can make a payments in seconds.

[Stephen Lowe @slowe1968]

@LloydsBank Lloyds have still NOT made the payment. I've telephoned the bereavement team again today (5th time). They have no way to speak to the back-office team. Circular loop that ends with no insight to why they have not made the payment #fail #vulnerablecustomers #incompetence

[Stephen Lowe @slowe1968]

@LloydsBank your colleagues are failing to execute your bereavement policy because your execution is inept.Your core competency is to make payments.Something I can do as a customer in seconds.4 calls later and you have still failed to make a simple payment for funeral
Expenses.

[Stephen Lowe @slowe1968]

@LloydsBank Do you even understand the point? Ownership. Taking the problem and seeing it through to a solution. All you do is hand off between your different vertical processes. Bureaucracy at its best. Customer back of the queue.

[Stephen Lowe @slowe1968]

@LloydsBank I've called them many times https://t.co/DiZGDAebQQ's time for LBG to step up & look after customers.All the bereavement team do is type a message & send it to back office. Failure to look after your vulnerable customers.Nobody takes responsibility for seeing the issue through.

[Stephen Lowe @slowe1968]

@LloydsBank I don't need you to access my account details.Lloyds bank operates in multiple silo.Nobody takes responsibility for looking after the customer & seeing the process through from start to finish.All you do is hand off between different departments. The customer is left stranded.

[Stephen Lowe @slowe1968]

@LloydsBank I spoke to your central team today they would escalate this &
make the payment at the front of the back office team workflow. The payment has not been executed. I was told the same thing Monday when I was travelling to the funeral they promised to call me and nobody called me.

[Stephen Lowe @slowe1968]

@LloydsBank What can you do to help me with this outstanding priority?
Your team said they would escalate this & ensure the payment was at the front of workflow today.The banking day has ended & we are in holiday season again. Another Lloyds bank fail.Another vulnerable customer letdown.

[Stephen Lowe @slowe1968]

@LloydsBank I've already submitted a formal complaint. I need to make sure the payment is executed immediately. Nobody is taking anything seriously. As a retail customer, I can execute this payment within seconds. Why do you keep failing?

[Stephen Lowe @slowe1968]

@LloydsBank Yes. Ive spoken to them 4 times & been directed to your branch. & back to your central team. It's all been outsourced to your back office payments team who keep failing.This is the worst bereavement experience I have encountered. You keep making promises & fail to execute.

[Stephen Lowe @slowe1968]

@thameswater @thameswater can someone respond today please

[Stephen Lowe @slowe1968]

@thameswater The leak on Hiller Road opposite Webb Road SW 11 6. It's been gushing water for around two weeks gallons of water being wasted every day. In your last update you said you were coming to fix it on the 25th of November. No progress made. Status ?

[Stephen Lowe @slowe1968]

@thameswater @thameswater do you have a statutory responsibility to resolve these issues within a certain period of time? Is it appropriate for me to escalate this into a complaint yet or are you still operating within your regulatory timelines ?

[Stephen Lowe @slowe1968]

@thameswater @thameswater could you provide an update and explain the process point I raised please. How do I escalate this. It's been about 4 weeks now and water is gushing out.

[Stephen Lowe @slowe1968]

@thameswater Thanks Rianna. What's the process. Do you put notifications on people's cars and tell them a job is scheduled for a certain day ? So you then have the power to remove the car if they have not moved (like when you secure space with the Council).