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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!
I'm about to cancel my card as I've been charged 'interest' when I always pay in full. I've had excuses from chat bots and queues in phone lines. If you want to continue with this 'charge' I'll just cancel. Very disappointed as I've been with Lloyd's a. Long time
An unauthorised DD was taken out my account for 21k I ended up with an in app Indian call centre support operative who could barley speak English and has told me theres nothing that can be done and ended the support chat!!!
Transfer of "Funds" from my Current Account to a number of Building Societies.
I visited Lloyds Bank Malvern to transfer substantial sums to a number of building societies from my current account. These required lots of checks by Catherine an employee at the branch. I was particularly embarrassed as the time was just after 3-00pm shortly before closing and it took over 2.5 hours to complete all of the transactions. Catherine was absolutely brilliant and thoroughly professional throughout. Taking me through all the necessary checks and processes to make sure I understood the process and including many phone calls within Lloyds for sign-off clearances for each individual transaction. I can't speak highly enough of her behaviour and approach throughout, diligently and accurately explaining the necessary steps to comply with Lloyds procedures. Thank you Catherine, much appreciated. John
Reduced benefits & interest , poor customer service and all round shocking interface .. reading an earlier review about this being the a Blockbuster video store type situation I couldn't agree more .. the sooner the better
I cannot praise Lloyd’s Bank enough for the excellent service and support they have provided after I was unfortunately scammed out of money. From the moment I reported the issue, the team has been in constant contact, keeping me informed every step of the way. Even though the investigation is still ongoing, the level of care and communication I’ve received so far has been outstanding.
Their approach has been clear, empathetic, and reassuring, which has made a stressful situation much easier to deal with. This is in stark contrast to my past experiences with HSBC, where communication and service were severely lacking. Lloyd’s has truly gone above and beyond, demonstrating professionalism and genuine concern for my case.
If you’re looking for a bank that prioritizes customer service and provides robust support in times of crisis, I highly recommend Lloyd’s Bank. So far, their handling of this situation has been excellent, and I feel confident they are doing everything possible to resolve it. Thank you, Lloyd’s, for your continued support!
Tried to make an online purchase using a card. the payment was blocked by Lloyds Bank, presumably because they thought it was dodgy (just trying to buy some Xmas gift vouchers from the usual big site). My purchase attempt was at 9pm. Called the Lloyds customer support line to get the transaction approved. Went through all the awful automated voice questions until the bot was satisfied I was the account holder. Then told to hold for a real person. Then the voice told me they were closed and I had to try later! So, at 0845 this morning I tried again. Same hoops and hurdles, told to wait by the voice...after 10 minutes of silence I assumed I was cut off. Tried again, been on hold 20 mins in silence. Everyone no doubt working from home with nobody supervising. If you're going to block my payment, at least be there to sort it out when I call.
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Update - after a twitter (X) direct message to the bank, they provided a direct contact number for the Fraud dept which worked. Problem was resolved. But they should have texted me with this number when the payment was blocked. It would have saved a lot of time and stress.
Brand New Account Opened….Worst Experience Of My Life
Joined 18th Nov.
Received card then pin by 23rd.
Now 1st Dec and STILL CANNOT USE MY DEBIT CARD WITH APPLE WALLET.
Have been firced to open a complaint which im now told can be upto 8 WEEKS until this is resolved…
I wish id never opened the account now. I have spent HOURS on the telephone attempting to resolve what seems like a simple issue but as yet still no responsibility been taken by Lloyds….
I simply cannot recommend anyone open a new basic account. Without Apple Wallet working, it makes it completely useless for me personally.
The stress of dealing with their customer service alone is an experience
Loyds Bank cancelled my card, no attempt to contact me
On 29.11.2024 Lloyds bank withheld payment, asking me to confirm it was me. I confirmed it was me, and received confirmation text back from Lloyds saying thanks for confirming, and ending "you don't have to contact us" My card did not allow payment after confirming, so we had to use my wife's card to complete that transaction. Then the next day on 30.11.2024, I again tried to complete a transaction via my card, and again my payment did not complete. I did not receive any text, or any other form of communication from Lloyds, so my Payment was not possible.
I contacted Lloyds bank who only then informed me that they believed my card had been compromised, and they had blocked my card permanently.
Lloyds confirmed that they would not have communicated this fact to me in any format, not be text, phone, letter, or email, and that they expected me to call them to find out why my card could not be used, even though the day before, they texted me saying “you don’t have to call us”.
This makes me feel like I’m the suspect here, and I’ve only been with Lloyds bank for 41 years.
“Always by your side” they say in the advert.
That’s what they say, but in reality, they advised me to sign up for Apple Pay, or Google Pay, to be able to continue using my account, so they left me high and dry, unable to make an important transaction to put 4 tyres on my car to make it safe, and had no intensions to contacting me.
Shame on Lloyds Bank.
ZERO stars
I went into a Lloyds branch with my husband yesterday to open a current account, due to our specific needs we needed to do this in person. I am waiting to have my knee joint replaced and can only walk with crutches very painfully.
Lloyds advertises as being 'inclusive' and supporting those with disabilities - they did neither of these for me.
It was chaos, harrassed and stressed staff, people milling about, no privacy and we were told by a member of staff to wait in line and that it would be a long while. There was no where to sit down without losing ones' place in the queue. This is a bank that is offering £200 to switch current accounts, we do not need overdrafts or loans and have a good income.
I simply refuse to be treated like this and we beat as hasty a retreat as possible. We opened a current account with Nationwide - a haven of orderliness and calm with easy access to rooms for privacy. We were even greeted at the door and helped and advised with great kindness by someone who knew what they were doing.
I wonder how well Lloyds are doing with their new account performance metrics?
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