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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!
The Lloyds banking app was fantastic. The new one is absolutely dreadful with a horrid logo, not as easy to read and, in my estimation, it has gone from being in the top two to the worst. Lloyds do the right thing and admit you got this badly wrong. I will be leaving Lloyds as I hate it!
They want me to wait 3 months to add a 2nd name to an account
I wanted to add my wife as a second name to my existing current account. I was told that we would need to travel to Bolton (a 30 to 50 minute drive away) and the next available appointment wasn't for 3 months.
It seems they are withdrawing services from branches before they've worked out how to provide a workable alternative.
I've raised a complaint - so we'll see how that goes.
I've been with them for nearly 40 years - but this is a new low :-(
Good grief that was a bad one.
3 attempts to get through to a human and about an hour and a half on the phone...the operator I eventually get can't speak English well - then wanted to go through the disputed order item by item and had to have every word spelled phonetically. (e.g. ration, kettle, stove, etc.) I'm still on hold now while she also goes away to try to raise a dispute number for me. (allegedly) Frankly, I think she's gone for tiffin...Oh no - she's come back to tell me she's waiting for the system to raise a dispute number.
What's happened Lloyds? you used to be good.
I finally got the dispute number. Lloyds refund the money, then the retailer has to respond and they may take back the refund.
The operator did actually do what I wanted - but what a rigmarole and a waste of time.
The answering system and website keeps telling me I can use their banking app to raise a dispute, but, with all the phone theft, I don't want my bank details on my phone - not when I have a full screen and keyboard right in front of me. (and the reviews of the app are scathing) Even one of the other operators admitted she doesn't like using LLoyds app and would rather have full keyboard.
Received a phone call 29th September stating he was calling from Lloyds regarding my accounts, stating that they had been compromised and that my cards would be cancelled and new ones sent to me within 3-5 days.
He seemed to know a great deal about my cards and their recent use by another person making me believe he was actually calling from Lloyds.
After a week with NO cards delivered,I again called Lloyds and was informed by a man in the (alleged) internet fraud department that there had been NO compromise of cards, none had been cancelled and no replacements sent,, but that new cards should be with me withing 3-5 days.
After a further week without any cards I again called Lloyds and after much to-ing and fro-ing finally spoke to a female by the name of shanjidah and was treated to the following..................
No account compromise had taken place and there was no record of me having made ANY phone call regarding this matter. (bare faced lie)
I requested to speak with a manger and was informed that there were no managers in the building (lie?) but was offered a £60 goodwill payment, presumably to keep quiet and forget all about it ? no thank you !!
However, I persisted with my cross examination of the poor girl to the point that she "made a call" and finally had to admit that they did in fact have a record of the calls I had made to them, but also that my cards,which I had been told had been cancelled, were still active, and that the promised replacement card had neither been ordered nor dispatched.(another bare faced lie)
When I told this person that I wished to make an official complaint I was referred to the complaints section of the Lloyds website,n which I refused to do as I am aware 'complaints depts. disposal technique" employed by large companies such as Lloyds Plc.
After being on hold for almost 30 minutes while Shandijah allegedly typed up my complaint (lie?) I was then informed that I should expect a reply within 6-8 weeks (lie ?)
I have requested that Trust Pilot allow Lloyds PLC. be allowed to study my complaint and maybe, just maybe, provide an explanation for the dishonesty so blatantly displayed by several of their employees.
Furthermore, should Lloyds fail to respond to me regarding this matter, then the Financial Ombudsman Service is willing to finalise proceedings on my behalf.
Social Media, Local and National press are other avenues to be explored.
My physical card has been stolen by someone.
After a few days, I went to the bank to get all my money back from the transactions that “someone” has made. The person on the phone (the one refunding my money) told me they CANCELLED THE CARD meaning that NO OTHER TRANSACTION CAN BE MADE. After I checked that I got my money back into my account, I went off back home and not even 30 minutes later, 20 Fúçķing POUNDS HAD BEEN DEDUCTED FROM MY ACCOUNT
Lloyds Fraud prevention team are the most unprofessional and disrespectful team I have ever encountered they blocked my account and told me to call! After 3 long awaited calls they told me to go to branch which they knew was closed, i called them again and the team seems to take my complaint personally and got angry and blocked my card on Saturday and Sunday I have nothing to make shopping for my kids as we do shop on Sundays only! Very disappointed really.
Ugh the new Lloyd's app is terrible. Feels like taking a step backwards, cheap looking home page, not easy to navigate, when you click onto a different area takes you back to the old format. Why on earth did they change the platform. Looks cheap and unprofessional.
Oh dear Lloyd's, bad choice.
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