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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!
Their 'message us 24/7' service is so bad I'm considering moving banks all together
Their 'message us 24/7' service is so bad I'm considering switching banks. If your address doesn't show up on their drop down list you have to message them just to wait half an hour and then I had some guy called Tahir switch my address to the completely wrong house number. I then had to go into the branch to get it changed - they were lovely and helpful, but it didn't confirm and was missing the first line of my address so I messaged again just to be left on read by someone called Ankit and they didn't close the chat so now my chat feature is broken and I don't even have access to their terrible feature. I also have an account with HSBC and changing my address for them was as simple as pressing change address and typing it in. I cannot understand why Lloyds make everything so extra unaccessible.
Travelled from Cardiff to London to purchase a car, made the payment via online banking and my account was instantly frozen for a payment review, I am 3 hours away from home with no access to my money at all, I cannot book travel home, I cannot book a hotel, I’ve already spent 1 night on the streets through no fault of my own and no sight of this being resolved anytime soon, Lloyds staff don’t care, they’ve told me to contact a homeless shelter, in hours away from home in a place I’ve never been, it’s very disturbing that a bank can do this to a human being without any care for their welfare
I've done absolutely nothing wrong, I thought switching from TSB to Lloyd's was going to have a positive affect for myself instead I have been given very poor customer service and left in the dark about the situation
I attempted to make a repayment to a loan company named ACI because I owe money and this payment was declined by Lloyd's and triggered a fraud alert, I'm not quite sure why because I am trying to send money to a Balliffes to avoid being taken to court if I do not pay them the amount I owe
I am in the middle of switching to Lloyd's bank and have been relying on online banking to be able to pay for anything as my debit card has not arrived in the post as of yet
I tried to hold several calls with Lloyd's advisors over the phone to which I was placed on hold and then hung up on at least 3 times by different advisors, I have been made to feel distressed upset because of this
I do not understand why my online banking has been blocked and I am honestly shocked because I even let the advisor know the phone at the time that I need to have my card and online banking unblocked as I need to be able to travel to and from work, I do not drive and so do not hold a drivers license
I have recieved a text saying my account will be closed and I only just joined Lloyd's I am upset and shocked at this decision simply from me attempting to make a genuine payment to a loan company
I have been left with no funds to be able to buy food, travel anywhere or go about my daily life I even had a cinema showing booked before Lloyd's decided to just block my account and kick me off online banking for doing absolutely nothing wrong
Because of this I am now having to travel to and from work which us roughly 8 miles away because I am unable to book an uber taxi, Lloyd's have caused me financial hardship
I wish I could review with 0 stars! Worst customer service ever. Worst experience ever! Worst services ever! Faulty bank account cards for the last 4 months! Unsolved problems with Apple Pay and TfL payments.
After been with Lloyds Bank for 3 years and had a fraudulent transaction and taking a week to try rectify it, the bank refuses to recognise it as a fraud charge on my card. Bye Bye Lloyds Bank. DO NOT TRUST THIS BANK TO PROTECT YOUR MONEY
Unnecessary complexity with banking app, unable to download bank statements!!
Not sure how else to get assistance for the online banking app as it's sending me around in loops. All I'm trying to do is get my statements in digital format and can't. When I change my preference to online statements on the app it does not allow me to save my changes but just sends me back to the accounts. Very frustrating. In this day and age getting my bank statements shouldn't be such a complicated mission..with other banks it's so simple and can be done in seconds. Why can't I just simply get the option to click and download my own bank statements in seconds!
Can't pay anyone but myself through a bank transfer. Contacted bank to be told that it's a known issue only affecting a number of customers. 3 weeks later and it's still an issue with no explanation. Very difficult to get to talk to a human.
Have been a loyal (in credit) customer for many many years and feel bitterly disappointed and let down so I am voting with my feet and moving my account to another bank.
Terrible company. I made a payment, they put the payment on the wrong card. Try getting a refund! They said the payment didn’t come from my account. Well I made the payment and have evidence of it which is sent them. They don’t even have phone numbers to reach to back office. Still chasing £12,800
Incompetent bl. idiots. Keep blocking my card for fraudulent activity and can't even tell me why. Nobody has the faintest idea what they are doing. They are relying on systems which are not fit for purpose. No point moving accounts because they are all as bad as each other.
I have imported a machine for my private use from China which has now arrived at Greenock port in Glasgow. Prior to its arrival I contacted a well-established import agent to handle the importation and that agent has today sent me an invoice for payment of VAT, duty and their fees which I today tried to pay, online, from my Lloyds personal current account which I have held since 1975.
I logged into my account and set up the transfer and eventually was told that there was a problem and to ring the fraud department. I was not wildly surprised due to the sum involved but got a bit fed up when after waiting 15 minutes to get through to them and having been asked a load of truly moronic questions (despite my explaining the full circumstances to the Lloyds representative) and eventually the call failed.
Thinking they might call me back knowing their own system was going to be busy, I waited for 10 or 15 minutes for them to do so but no call happened.
So I then rang them back again, waited another 15 minutes to get through to someone, got the same series of daft questions from another representative, again explained the full circumstances and essentially that it was not a scam and realistically any reasonable person listening to me would also understand that it was not a scam.
Despite all this Lloyds declined to allow me to *spend my own money the way I want to* and refused to permit the payment to go through online. They said the only way I could do it from my personal account would be via a debit card. Unfortunately the import agent in question does not accept debit cards (not unreasonably).
This is not the first serious failure I have experienced with Lloyds. Indeed, I had to close my business account five years or so ago with them after an error on Lloyds' part caused me to temporarily lose access to several thousand pounds and a caused great deal of work and stress over obtaining a court order to get them to release it, a process that cost the best part of a thousand pounds… It's a long story.
As a result of my dealings with Lloyds this morning I decided to make a complaint and rang them to do so. I eventually got through to someone and explained the circumstances to them and they said that they would have to transfer me to another department and you guessed it... on doing so, that call failed as well.
As a consequence of all this I have decided to terminate my personal account with Lloyds and would strongly recommend that no one be stupid enough to open an account of any sort with Lloyds Bank whose attitude, work practices and systems all appear to firmly reside in the 19th century.
Instead I would recommend they try one of the new online ('challenger') accounts. There is absolutely no disadvantage to doing so any longer as the only real advantage of being with one of the main online banks was there approachability and of course that matters for nothing anymore. It is all really rather sad.
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