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Review summary
Lloyds Bank Insurance has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
deplorable treatment by Fraud team, verifying a transaction asking me my mothers milk, at some point the woman on the phone says, may be you are a fraudster, unacceptable treatment of clients, I hang up after 25 min of nonsense, they blocked my account prior to a trip of mine abroad leaving me stranded, went to unblock it after my return, was told they were closing the account in a month, no explanation, never received a letter to that effect, they told me they would resend the letter, two weeks later still no letter!!!! wtf guys, are you a bank or what
Offered me a 0% balance transfer, then suspended my account because I tried to do a balance transfer! I spent 30 minutes on the phone trying to find out what was happening and how to sort it. I now have to find a branch that hasn’t closed down to answer some questions about why I wanted to transfer a balance. I’ll have to take time off work and they just don’t give two sh**s.
Wouldnt help me after i got my money stolen and took 3-6 hours at a time to respond, so even though i started a conversation at 6am it still hadent been sorted by 9pm then they decided to cut me off. And left me on seen constantly for like an hour. Assholes
I've been a customer for 25 plus years the only time I've needed help from them with a fraud case and they gave the fraudsters their money! Avoid lloyds like the plague!
Attempting to assist with 1 security issue seems to have raised another.
My local branch has experienced a spate of "grab and runs" after customers make a withdrawal from the on-site ATMs. A camera was then installed to gain additional CCTV footage of the thieves. Unfortunately, the positioning of the camera means that those standing elsewhere in the foyer can watch customers enter their PINs an the overhead screen.
This obviously provides a further reminder to cover the keypad when entering one's PIN, but I am not clear that the positioning of the cameras was intended to make this essential? The positioning is also unlikely to put off any thieves given that they are already aware that they will be recorded on the pre-existing cameras; perhaps they will also appreciate gaining knowledge of the PIN, if they decide to take the cash and the customer's card?
Opened a new account after being promised I would receive paper statements.
Went to the trouble of putting 10k into account.
Waited for paper statements. Waited and waited.
Went into bank to chase up as a month had passed. Told I'd get one soon.
Waited and waited.
After almost 2 months I chased up in branch and was told " we are an environmentally friendly bank so don't send out paper statements."
So they mis-sold me an account.
So I closed it and put my money elsewhere because I don't like being lied to.
Made a complaint and received the most flaccid response.
Then when I received my closing paperwork, they'd somehow credited my account with about 40k.
How do mistakes like this happen?
So I made another complaint to which they failed to respond. I literally had to made a subject access request under GDPR to get a copy of the response they never sent.
What insanity, I'm exhausted and achieved absolutely sweet Fanny Adams.
Piss poor service!!! I’ve got a bank with them and someone is trying to use my card I’ve notified text.. so I’ve called them to say it’s not me and guess what no one can take your call!! So can’t report the fraud to them so had to cancel the card and and also freeze it..like other banks have 24 hr service Lloyds don’t they rather text you 30mins they shut to tell you you are using a unauthorised overdraft and shit all you can do about it because we are shut for the night.. oohh well guess who is getting a call tomorrow and closing down there account if not sorted
Dreadful level of service and lost £250 in a cash withdrawal!
Dreadful level of service. Went to withdraw £1625 of cash, cashier took it out of counting machine did not check it, placed it straight in a sealed envelope and handed it to me. I'd never been to a bank where they do not count the cash but it was busy and people queuing behind so I accepted, as machine counting has been relaible for me before, but when I got home I found it was 5 x £50 notes light! How can counting machines be soooo bad! If it missed one note that would be bad enough but 5! So I was £250 down and stressing all night assuming they were running some kind of scam or something and cursing myself for not demanding it to be counted. I got little sleep and was back down there at 8.45am this morning waiting for them to open up. Late to open the doors, staff all dressed in trainers, jeans and jumpers, I asked who the duty manager was and was proudly told "Oh we don't have one". So I asked who is the senior person in charge here then..."Oh no one is". So then I asked well are you supposed to count the cash for large withdrawals and was told "Oh no, the machines are so accurate that we no longer ever count the cash". So I explained I was £250 down on my withdrawal and they looked very surprised. They agreed to check the reconciliation of the night before and to my relief they confirmed they were £250 over and gave me my money back. But what a disgrace. They were so busy telling me how accurate their counting machines are that they no longer need to check it, yet in one transaction alone 5 highest demnomination notes went missing. They just shirked it off and couldn't really have cared less just saying well it's extremely rare. Well it wasn't rare in my case with 5 notes missing out of one transaction. Be warned do not trust Lloyds bank and check everything they do. Better still don't bank with them. They are totally inept. Ours is a business account and we've had trouble with them since day one. AVOID!
We've had a business account for over 1o years but now decided we're going elsewhere. When everything is totally routine, it's OK, but every time we've had to deal with customer services etc. It's a complete nightmare. This time we lost a bank card, and 3 weeks later we are still unable to access our online services, which has caused a nightmare. This is due to wrong card being sent. The fact that even as a partnership, we are treated as individuals, so both of us unable to access banking at times which is ridiculous as we set up the account together in the managers office jointly, and can't change it. Everytime we have an issue, it's a nightmare navigating Lloyd's online systems, which always culminate in having to phone, which doesn't include weekends, and every time involves lengthy calls (30 minutes typical), and the issue being messed up half of the time, or further waits of 5 working days, mean we end up having to use personal accounts to plug the gaps. I left my personal banking with Lloyds a few years back, so now im finallyvgiving up with the business side. Truly abominable service, hence the spelling trust pilot score obviously.
Shocking Experience – Time to Move On After 40 Years:
Two weeks ago, my mother (a wheelchair user) contacted Lloyds Bank customer service to ask how to add a person to her account and make it joint. She was told this could only be done in-branch, both parties needed ID, and while appointments weren’t offered, she could turn up at a branch to sort it. They even said they’d notify the branch she was coming — for a visit on Thursday.
We travelled 30 minutes to the nearest branch — with ID, a wheelchair, and a lot of effort — only to find the branch doesn’t even open on Thursdays. No mention of that by customer services.
We called again to clarify the process and were told the same thing, so we returned another day.
After a long wait in-branch, we explained the situation to a member of staff. Her response? “We don’t do that here.” No explanation, no apology — just a blunt dismissal. When we explained customer services had sent us (twice), she said “They keep doing that. We can’t action the request.”
She added that it “used to be available online but it didn’t work, so it was taken down,” and that “maybe it’ll be possible in July.”
We were stunned. Are customers really not able to make changes to their own accounts in-branch anymore?
I’ve banked with Lloyds (originally TSB) for nearly 40 years. My mother has banked even longer. After this experience — and seeing how many other people are saying the same thing — I’ll be moving my business elsewhere.
Unhelpful, misinformed, rude staff and a complete lack of coordination between customer service and branches. What has happened to Lloyds?
Blocked my account with over £100,000 in the account.
Won’t tell me why or when it will get resolved. I have no access to the money.
Absolutely appalling!
I asked one of the staff what would I do about living if this was my only source of money. There response was to go to a food bank if you can’t eat!
Set of jokers and vile customer service
I joined Lloyds earlier this year for the switch bonus for Club lloyds and have been using it for a few months now. The app and debit card has a sleek design although the app can sometimes be a bit slow. The club lloyds benefits are a lovely touch too and something to look forward too. Overall happy and have no problems.
Experienced most of the awfulness reported here on trying to use the "chat" (Ha ha!) service... nearly an hour to be connected by the bot to a person, agent repeatedly taking 10 minutes to respond after my questions/answers, asked how to resolve my problem on the website, advised to use the Apple (iOS) app (Ha ha again!), and after nearly two hours told (as with many other reviewers here) to go into the branch... It would be "Ha ha!" again if it all wasn't so pitifully inadequate. Silly me for not reading the Trustpilot reviews before going to Lloyds (so-called) "Bank"! GRRRR!
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