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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!
We have a Premier account with mobile phone insurance. A year ago we added a new iPhone which made the total phones covered to be three. Today whilst looking at our travel cover we thought we would remove one phone we no longer needed. Surprised to find that no phones were listed with them! When were they removed. All now added but recommend you double check. Rang them to complain and only got a robot that shut the call down.
I have paid for an online item which arrived damaged i followed lloyds advise to wait 15 days i have had no response from the trader so i called Lloyds today to get help, they kept me waiting 10 mins then asked about 6 security questions so ok we got through that then to my disappointment the agent transferred me to disputes the phone rang for 20 mins no answer, then just as i am going to hang up someone comes on to explain that they don't deal with bank transfers so i get transferred again this time an agent answers and tells me there is nothing they can do, great why couldn't the first agent tell me this it would have saved me 25 mins of phone calls what a waste of my time, hopeless very poor service i might move to Nat West !
Ridiculous, my card has been blocked and i cannot get through to anyone, the ai replying system on the app is useless literally doesnt help with any of my problems it jist says ring them when i do its over an hour wait to speak to someone even at 11:30pm?!?!
Poor service, 57 min on the phone to support!
Yesterday I wanted to make a payment to a well known national company, for the first time, using Internet Banking. I filled in the details from their invoice but the payment was not made due to a 'Technical Issue'. I tried again, with the same result.
I don't have occasion to use the telephone banking line often - maybe once every three or four months - but I now needed to help to make the payment and it took 57 minutes on the phone to do it.
The first advisor (who could have, and should have, made the payment for me and did not) sent me to Fraud, who said there was none - who sent me back to start again with another advisor - who made the payment successfully.
While I am grateful for the £30 compensation - but I don't want it or the sheer stress of, 'We are very busy and it may take up to 20 mins to answer your call', twice, with all the waiting in between.
Lloyds has lost the plot
- Customer wait times are totally unacceptable
- Calls should be correctly dealt with
- No details could be given to me on what the Technical Issue was (so I could take no action to inform the payee, or note something I could avoid doing next time around).
Poor, and I've been with Lloyds for decades.
You need to staff up, monitor and deliver.
After all I pay you to do that, and btw you are not the only ones who are 'very busy'.
Very Poor Service. I've banked personally with Lloyds Bank since 2003 so over 20 years and its taken them over 3 months to open a business account and they have raised a further query with me today. Its almost like they are trying to make it as hard as possible to bank with them. Ridiculous. I've gone to use Revolut instead.
Absolutely awful service .....especially having to wait far longer than they said I would need to. Then I was talked down to before then being talked over by a very rude handler. He then unnecessarily hung up on me! I have now messaged as I won't wait and speak to them again but this time I won't even bother with my query ....I will be closing my account as of immediate effect!
Dont bother, waste of time staff give incorrect advice, cant even get our application completed seems like they only want the multi million pound bank users
Rude staff, told me "sometimes staff give incorect advice" after I was told I needed to make a change on comp[anies house and wait 4 days - I did just that and continued an application started before the changes (I had only entered a few contact details and it wouldnt let me proceed past the point of confirming the business name)
I completed the application after 4 days as the system allowed me to continue after the changes were made - waited days and got called to say the application cant continue because i made changes after i started the application. its just a bunch of c rap and you would think such a large bank would have better processes and especially better policies on which staff can say what!
Over an hour on the phone so far today as they have our address partially wrong (we've been there 7 years) yet they can't seem to update it to the correct address as the system won't let them! I'm being told they have to enter using a database search and there database does not show part of our address. Surely you can put it in manually when we are telling you it is wrong???
Shame that the bank cannot return the charge for international payment even though it did not go through. Stealing people’s money as always. Ridiculous and utter rubbish.
Had a call today from the Lloyds bank engagement team, I was told in a round about way that unless I answered the questions I might have my bank account closed.
After over 30 years with them I think it's time to move on.
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