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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!
Went yo the local branch of Lloyds where my deceased brother had his banking accounts with the letters of administration to get his accounts transferred the the account that we had set up for his estate and have been told this could take up to 35 days with is ridiculous as the Nationwide have done the same thing in 3 days if this is the way they behave I am surprised they have any customers , it was difficult enough dealing with their bereavement service as the girl on the phone had absolutely no idea of the legal requirements relating to Administration of Executors duties or needs , this bank is best avoided at all costs totally incompetent and inept.
Will not honour Club lloyds £200 reward joining incentive.
Joined Lloyds to benefit from their bonus £200 joining incentive. Met all the criteria, but now they say they wont pay up because of semantics. Really shocked a High Street bank would do this. I have raised a complaint and now looking to close my account with them. Waste of time and misleading joining incentive. Should have checked Lloyds profile on Trust pilot before bothering.
Update: £10 bribery to close the complaint offered by Cody at Lloyds. Refused.
I am not sure why Lloyds does that but when I switched from my previous bank my title was down as Mx Name Last name. My Lloyds card arrived with Mx... on it but for some reason my online profile has me down as Mr and my letters (not requested) come repeatedly with Mr on it. I have called the bank and used the chat service numerous times about this issue and they say I have to go to the branch to do that. I asked them why do I have to waste my own personal time for a change I did not cause or ask? Since this is a bank switch and I got all my titles correctly except the online account and the letters? Apparently this is all a magical mystery for a bank that is trying to prove London citizens that it has what it takes to be in par with the modern world of nearly 2025! Having weighed the pros and cons of my so far communication with this 'bank' (I never met one like this before!) I would adivse my LGBT+ siblings and supporters to avoid since they are totally insensitive and downright homophobic by policy default! Totally outdated!
Lloyds Response:
I’m sorry you've needed to get back in touch with us about receiving conflcting information about being eligible for
a 5% deposit. I agree with the part of your complaint about receiving unclear information and poor customer service
and I've looked into why we can't accept a 5% deposit for your mortgage application and this letter explains what
happened.
We're making a payment of £130.00
I'm going to pay you £130.00, this is for not receiving clear and concise information, for not being sent the email and
not calling you back as promised. You'll see this in your account ending 6860 within the next 48 hours.
Feedback has been provided to the colleague
After reviewing the telephone calls, I understand you were interested in making a 5% deposit. Unfortunately, the
agent you spoke with didn’t inform you that you might not be eligible for this option. I can imagine how frustrating
this must have been for you. Please accept my sincere apologies for the unclear information and poor customer
service you received. Regrettably, we can’t offer you a 5% deposit due to eligibility requirements. Please know
that we’ve provided feedback to the colleague involved to help prevent this issue in the future. Thank you for your
understanding.
We can discuss a mortgage application with a 10% deposit
I'm truly sorry that you didn't receive an email with the appointment details and the link to the calculations we
discussed. Additionally, we failed to honour our promise to call you back, which led to you having to chase us for a
response. We should’ve provided better service, and I apologise for the frustration this caused.
I understand that you've now decided to mortgage elsewhere, and I'm sorry to hear that. If you would like to discuss a
mortgage application with a 10% deposit, please don't hesitate to call us at 0345 603 1637.
How we reviewed your complaint
To review your complaint, I've used the information we have on our systems, the points you raised when you made
the complaint and any additional information you told me when we spoke.
As we haven't made any errors, I can't agree with your complaint about allowing a 5% deposit. I hope I've explained
why we can't offer this and you understand what has happened as a result of your complaint.
So after spending 1h30 on a video call where the adviser never mentioned 10% deposit and said that at the end of the call he would email all this information to me well until now nothing received but what is bad is that their response that is above says they made no error
Shame,insulting and disrespectful towards to myself from a high street bank thats have been banking forever.
I always believed Lloyds to be a good bank untill they started to tell me I was a persistent debited. They have stopped one of my accounts and warned me they had stopped it two weeks later this ment subscriptions and payments were not made. They did this under the guise that there "helping me' I have enough money and don't owe much at all compared to many other people. I believe it is really Lloyds getting twitchy about the upcoming crash and coping unsecured debit. They have black marked my credit report. A simple call and finance check would have given the some conferences but nope size 10 boot to crack an egg as usual.
I would suggest if you have a Lloyds Credit account you stop using it use one that has some brains
Dealing with the Lloyd’s App and online is very frustrating. Glitches apparently have placed a block on me using the card for purchases.
Spoke to Lloyds customer service twice before they said it was on their part . They originally blamed the places I tried to pay.
Also took over an hour after jumping hoops to speak with someone
It’s now happened for a third time and can’t get through . I will be transferring my bank.
Tried to get help online. The ‘bot’ was worse than useless and very frustrating.
Got through to a human who took around 20 minutes between questions/answers each time. The two different people who came on the ‘chat’ had no concept of English grammar “looks like you done a mistake” and other similar sentences, kept asking questions I’d already answered and all in all it was a frustrating, annoying ridiculous exchange which took nearly an hour to not resolve. It doesn’t fill a customer with confidence regarding their money when employees are so useless!
Customer Service is utterly terrible, waiting around 20+ minutes for a simple balance check is ridiculous and especially in an emergency.
Banks these days should know caller id and directly link your number to your account before they even answer the phone which at that point they should be saying "hello, and my/your name, how can I help you today"
Why are we still living in the stone age of 3 security questions before you can get the very least of which is a balance check. You literally could of had all your funds extracted from your account before they even answer the phone.
Also if it tells me to get the online banking app one more time I'm switching bank.
24/7 support It claims and yes! We do use the online banking app and it sucks, sucks complete monkey nuts. We are extremely tech savvy and shouldn't even have to be. This app decides randomly to just stop working and at which point we're off doing the daily rounds of reinstall the app, clean the cache, smash and rebuild your tablet etc, etc all of which doesn't work but you do it anyway in some ridiculously vein hope that it isn't them and it's something you may even stand a chance at fixing or have caused yourself.
Oh and btw if you do reinstall.. you have to get a code sent to you by post which can take up to 5 days to arrive, this is after the request a phone call code which you obviously check that your phone number is current and correct before requesting every time this decides to happen.. but still doesn't even work unless you get that random time when it does decide, yeah alright I think i might as well work today for this loyal and patient customer.
The security checks are overkill and should be requested after wanting more than just a balance check or similar to more of the sensitive data type nature...
Are you telling me big corporate banks don't have show caller id phones in 2024? It's ridiculously un-simple and in a crisis is just frankly a joke.
Update your systems please, we've been with Lloyds for over 30 years and don't want the hassle of changing. It's not like they're struggling financially is it!
Also with ai looming and alike we should be able to get through to the companies we place all of our trust into a lot easier than we currently can.
There's nothing wrong with any of the advisers themselves there never is it's Lloyds system that's the problem and maybe customers wouldn't have to wait quite as long if they tried "stream lining" it or trying to make it more efficient.
People wouldn't have to join a queue so much.
Thank you.
Go to bank at Lloyds high street Sheffield and there only one person. On the accounter a middle age woman with brown bob hair style and glasses with a very rude attitude and she was slow and she was nasty I shouldn't after wait hours and hours and after put up with rude staff thinking there something there not . I'm sick of people like her thinking she can talk to people like rubbish
and be rude. To people And you need to be more clear when check come in. She wasn't helpful at all. She needs to stop having a snobby attitude because different type of people walk in the bank and they should be more people on a accounter s and we don't need to listen to a woman who things she can talk to people how she wants just because she at the back of the accounter she was slow anyway and she didn't sound educational at all more like a Karen
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