Lloyds Bank Insurance
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Inadequate customer support.
Poor service, 57 min on the phone to support! Yesterday I wanted to make a payment to a well known national company, for the first time, using Internet Banking. I filled in the details from their invoice but the payment was not made due to a 'Technical Issue'. I tried again, with the same result. I don't have occasion to use the telephone banking line often - maybe once every three or four months - but I now needed to help to make the payment and it took 57 minutes on the phone to do it. The first advisor (who could have, and should have, made the payment for me and did not) sent me to Fraud, who said there was none - who sent me back to start again with another advisor - who made the payment successfully. While I am grateful for the £30 compensation - but I don't want it or the sheer stress of, 'We are very busy and it may take up to 20 mins to answer your call', twice, with all the waiting in between. Lloyds has lost the plot - Customer wait times are totally unacceptable - Calls should be correctly dealt with - No details could be given to me on what the Technical Issue was (so I could take no action to inform the payee, or note something I could avoid doing next time around). Poor, and I've been with Lloyds for decades. You need to staff up, monitor and deliver. After all I pay you to do that, and btw you are not the only ones who are 'very busy'.