As the secretary for my son’s football club I approve payments submitted to the Lloyds online portal by the treasurer. 

But for three months I’ve had messages saying: ‘Your payment may have been unsuccessful.’

I’ve spent hours on the phone to Lloyds. When I called most recently there was no update, and I realised it is not taking the issue seriously.

K. B., Horsham, W. Sussex.

Transfer windows: Lloyds bank's payments system has left one children's football club secretary scoring own goals

Transfer windows: Lloyds bank's payments system has left one children's football club secretary scoring own goals

Transfer windows: Lloyds bank’s payments system has left one children’s football club secretary scoring own goals

Tony Hazell replies: Like a dodgy goalkeeper, Lloyds has dropped the ball here. With some prodding from me, it has tracked down the issue, but it is complex.

It seems to be down to a computer program and whether you choose multiple payments or recipients. 

Lloyds has told you of a work-around solution while it sorts out the issue. It apologised and agreed to make a £250 goodwill payment.

Billed £108 for Uber trips I never took  

I’ve been trying to get a £108.73 refund for four fraudulent trips on my Uber account, but Uber claims a device affiliated with my account made them. 

I haven’t used Uber since Christmas Day 2019 and don’t even have the app. I lost my job due to Covid-19 and I can’t afford this.

E. C., South London.

Tony Hazell replies: Someone was charging their trips to Hackney and Essex to you. You say you never go to these areas, and that Uber was unhelpful.

A spokesman says it ‘monitors for fraudulent activity and triggers two-step verification, as well as an email notification, if it identifies suspicious activity’. Well, it missed this! It has finally refunded you and apologised.

The spokesman adds: ‘If anyone sees any unfamiliar activity on their Uber account, reach out through the app or at help.uber.com.’

The dos and don’ts of DIY wills 

I am 83 and I’m updating my will, which will be self-written. I did the same for two friends who have since died and there was no issue.

But one friend had outstanding tax owed. Keen to avoid the same situation, I contacted HMRC, which said I am up to date. Apparently my small private pension pays the tax.

J. F., Leicester.

Tony Hazell replies: You did the right thing in contacting HMRC. Each year you should receive both a coding notice, which will show the income HMRC believes you receive as well as your tax code, and an annual tax summary.

If you have a BR code, your income from that source is being taxed at a minimum of the basic rate of 20 per cent, while D0 means a 40 per cent tax rate.

Your first £12,500 will be tax-free (known as the personal allowance), as is your first £1,000 of savings interest (or £500 for higher-rate taxpayers). 

Your state pension is taxable but is paid without tax being deducted, so HMRC takes this off your personal allowance instead.

Make sure HMRC isn’t over-estimating any savings interest, too.

I’d like to add that I’m against DIY wills. A simple will doesn’t cost much, and even complex ones are good value. 

Or wait for Free Wills Month (freewillsmonth.org.uk) in March, when some solicitors will write simple wills for over-55s in return for a charity donation. A self-penned one can cause hassle if you make a mistake.

Straight to the point 

My late mother owned a house with a redundant building behind it. I told EDF that the supply of electricity to the building was no longer required, but it refused to remove the meter. 

In October we got a letter from a debt-collecting firm saying we owed £221.87.

E. S., Kent.

EDF has arranged for the meter to be removed. It apologises for ‘the shortfall in customer service’ and has offered a goodwill payment.

*** 

My family bought me a £119 Garmin golf watch in 2018, but it began malfunctioning last summer. 

The firm said it would send me a replacement if I posted mine back, but I’m yet to receive anything.

E. S., Gifford, East Lothian.

Some confusion was caused here by you sending complaints from different email addresses. 

Your new watch is in the post. A Garmin spokesman says customer care is its ‘highest priority’.

*** 

My Ryanair flight to Lisbon was cancelled but I’ve still not been refunded the £98.86.

J. B., by email.

Ryanair says that as you booked through an online travel agent, Directline Flights, it does not have your details. 

It advises you to complete its Customer Verification Process (ryanair.com/ie/en/refund faqs/screenscraperbookings) to get a cash refund from it directly.

*** 

I bought a two-in-one scarf and face covering from J-Star Direct. 

I paid on discount site GoGroopie but when it arrived I felt it wasn’t an adequate covering. My emails to GoGroopie have been ignored.

M. M., Cumbria.

When GoGroopie finally came back to me it assured me you have now been refunded.

This post first appeared on Dailymail.co.uk

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