Lloyds Bank Insurance
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Staff don’t listen and talk over customer
Third day in a row had to call fraud team as my transaction to pay money to myself has been stopped. Each team member I spoke to at Lloyds in order Stephen, Gary and today Grace - have each time decided to talk over me whilst I was complaining to them why I was being stressed out. They ask the most impertinent questions in particular what are you spending this money on!!! What’s the relevance - my money was stopped and I have to call them to release it - surely this action implies that I want to continue- but they also ask that as the last question ! I understand that crime online is massive but I don’t need to walked by their hand to move my money. These sums were deposited in four separate payments into my account but NONE of these flagged as suspicious or gave their fraud team any alert - so happy to revive income but not happy to release it. Do I have control of my own finances or do Lloyds control what I am able to spend my money on. They read scripts and then deny reading a script but word for word each agent read the same spiel and wasted my time - again no acknowledgement of the fact I advised each of them I was mentally aware of scams,fraud and online manipulation. This was so stressful and made my anxiety levels rise it affected my current medical condition. I know I can switch Banks and have considered this but my loyalty over the last 60 years account for nothing and I know that most institutions that we all have to use such as banks are as bad as each other and only shareholders and profits are important - customers are just an inconvenience. Lloyds bank need to listen to the three calls and arrange a review of staff training. I have another transaction to handle in the next 24 hours and I can guarantee it will be stopped. I have a feeling my account might now be tagged to cause me further frustrations - Lloyds need to turn back the clock and stop relying on AI technology and place the customer first. I feel burnt out trying to get my feelings across to them.