Lloyds Bank Insurance
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NOT EVEN WORTH 1-STAR!
I've been a loyal customer of Lloyds Bank for many years, but my recent experiences have left me deeply disappointed. Over the past three weeks, my card has been blocked twice without any apparent reason—it's like the system just arbitrarily decides to say "no" and then you have to jump through hoops to try and get access to YOUR OWN MONEY! Today my card was blocked AGAIN and when I called to have the block removed I was told that I would have to upload my ID. I was sent a link to verify my identity by taking a photo of my passport and a selfie. The process was frustratingly difficult. Despite following the instructions, the app kept telling me to move the camera closer, rotate the camera, use a dark background, or slowly zoom in. After multiple attempts, I finally managed to take a photo, but then I was stuck on a screen asking if I was happy with the photo, with no options to select "yes," "no," or "try again." The customer service representative was of no help—she had no idea how the app worked and couldn't offer any solutions. She sent me another link, but the same issue occurred. Eventually, she told me I would have to go to a branch with my passport to prove my identity. I explained that I had just moved, I don't have a car, and there is no bus service near where I live, but she didn't offer any alternatives or assistance, in fact I was treated like I was a criminal. To make matters worse, when I asked her to escalate the issue or speak to someone who could help, she simply repeated that there was nothing she could do, and I'd need to raise the issue at the branch. All of this hassle started because I tried to make an online purchase on Etsy. Despite being able to easily answer any questions about my account, the representative refused to assist further, she didn't know why the card was blocked, and frankly, didn't seem to care. It seems that Lloyds Bank simply block cards for no apparant reason, and then make it as difficult as possible to unblock them causing so much unnecessary stress which is totally unacceptable, and 55 minutes of my life was wasted trying to deal with their very unhelpful fraud team. Fed up with the poor service, I opened a personal account with Starling Bank within two minutes using my Starling Business Account. I'll be transferring all my funds to Starling because, frankly, Lloyds Bank has shown they have no idea how to treat their customers—especially pensioners. Instead of helping, they make it as difficult as possible to access your OWN MONEY. Now, I'm being forced to take a taxi for a 15-mile round trip just to prove who I am. Until I do, I can't use my card for online purchases, and they've blocked my bank account, preventing me from making any transfers, despite having over £100k in the account. Sorry Lloyds, but you've just lost another unhappy customer!