Lloyds Banking Group Opiniones 

I must thank Josh, Jo et al at Lloyds in Woking as they are always behind the desk waiting to help customers. Not all banks are the same but Lloyds has gone out of its way to make things tick for ordinarey mortals like me whether that be cancelling a direct debit or putting an app on my phone.

My debit card was to expire at the end of October 2022 and I called up in September 2022 to double check this. They said it'll be issue 5 days before the end of the month. November 2022, still not debit card I asked what's going on and they blamed royal mail strikes. I gave them the benefit of the doubt. They said wait 2 weeks. 2 weeks later still nothing I asked again where is it and they only could say it's been sent out I'll order a new one and cancel this one. This has happened 5 times now I have been chasing this up for almost 3 months. They even said go to the branch and get it sent there but the branch said they don't do that. Great. Also I had raised a complaint and got the letter in the post dated 12 November 2022. I find out today it had been closed and now been reopened and now have to wait 8 weeks for a resolution. I actually already had someone call me in November 2022 from the complaints department saying they will get this sorted asap. I'm so vexed with this company just a bunch of bots. And the moment you show a little bit of stress about it they scare you saying I'll terminate the call. Great, excellent, wow. Still no resolution no idea when I'll have my debit card but I'm sick of having to explain myself again and again to the branch girl about this and they say awww I'm sorry to hear that bla bla bla. Absolutely horrible service, the bank didn't original mess my account up by putting my account with collections which when I call collections the robot says your account is not with collections. Due for this I can't switch banks. Great. Worst bank in the UK and yet they getting awards lmao fake awards deffo.

What has happened to LLoyds Bank ?
I will begin my review with the opening comments of another reviewer in August, which incapsulate the issues.
Long wait times on the telephone, customer service non-existent. Banks closed and customer telephone operators working from home with the television on in the background.
My branch used to have a real living and breathing efficient bank manager, now it is all "The computer says No"
I called at my local branch with the intention of opening a Regular Saver account. I was advised that I would need an appointment with an Advisor to do this. However this was not possible as they do not have an Advisor.
I later decided that as I was visiting a larger centre ln a few days I would make an appointment in the city centre branch. Thier system does not allow customers to telephone the branch directly and therefore I went through the automated telephone system, inputting all required information, to be told that all Advisors were busy and my call was terminated.
I tried a different route through the telephone system and did not provide the requested information which resulted in my call at last being routed to a real person. This Advisor advised that she could make the appointment. However, after I had provided all the requested information was offered “the only available appointment” – in three weeks.
When I told the Advisor that I wished to change the telephone call from an Enquiry into a Complaint, I was advised that the only way to do this by telephone was to be transferred to another department and this would take 15 minutes.
So the situation was after trying three different ways, I could only go to an inconvenient location in three weeks time in order to increase my business with Lloyds Bank. Also I could not make a complaint in a timely manner.
I repeat - What has happened to LLoyds Bank ?

Dreadful service! Aintree branch manger promised to call me within 4 days still no call after 12 days.
Telephone staff unhelpful, refusing to accept complaint, 8 weeks before a manager can call back. Branch closed early, sending people to other branch 2.5 miles away. Ombudsman shall be receiving a letter from me definitely.

Credit where credit is due - Lorraine in Cardiff absolutely nailed it when sorting out my Pay As You Grow options on my Bounce Back Loan.
A truly lovely lady, a real professional, kind & empathetic.
Couldn’t rate you highly enough!

Bereavement unit are a vile and disrespectful bunch of liars. Dealing with my mums death is hard enough, but getting arrogant rudeness on there side wow just wow. How fkn dare you Lloyd's treat grieving siblings like scum. Having to go over things over and over every time I rang? Ground hog day no linked up communications with each other no record's of last call etc utter chaos and confusion. You have no idea what stress you have caused my family and I will sue then things MIGHT change? Utterly disgusted should be ashamed.

For anyone thinking of using Lloyd's for business, Don't! After over 22 years with Lloyd's I am in the process of moving both business and personal banking to another provider. Lloyd's bank now provides zero business or customer support. It's so called "business advisors" are simply telephone operatives reading a script and ticking boxes. They have no authority or expertise and provide no service for business account holders. Call times are extreme with callback taking 48hrs. No use whatsoever when trying to operate a business. The lack of response to the online negative feedback and customers experience show the apathy they hold towards customers.

Hi,

I have refrained myself for 2 weeks in creating this review. Two weeks ago Myself and my partner had a day off together where we went out to do our usual shopping and spend a nice day out at the beach. We had just got paid that morning so being payday bills were all covered and wanted to have a nice day out.

When getting home at around 7pm that evening i logged online to find that 49 transactions from 5 different companies called Jessport travel, Itai O'cloth and money others had made transactions from my account that day for around £1200. As you can imagine i was absolutely mortified and quite shaken up.

I immediately called fraud where I was on the phone for around 70 minutes. Whilst on loud speaker the team member asked me some unusual questions such as have you been using only fans?, have you been purchasing from unusual sites along this platform?, Have you been gambling?, etc etc...

With my partner being there this made me feel very uncomfortable, as if i had, do you really think that i wouldn't be aware of certain types of transactions on my account?

There very much felt like an insinuation straight from the start. I asked him relevant questions such as how i would of made soo many transactions in one day when me and my partner hadn't even been home or online, but they didn't care. They told me that the transactions were linked to my address?

This did not help as i don't have a specific knowledge of cyber crime and it didn't feel like their team were friendly or polite and intolerably rude to the point that when me and my partner were asking questions they told me that they were closing the case and put the phone down on us.

We were absolutely distraught at this point as frantically pleading them toward the end to listen to us and our questions as they made us feel like criminals.

I made a second call to fraud immediately after where another member of the team looked into our case. The gentleman actually couldn't believe the decision that was made and said it made no sense in how this wasn't resolved more efficiently and appollagised for the upset. He made notes on the account saying that he felt this was the wrong decision and wasn't handled very well.

Since this point me Andy partner have been left in an extremely vulnerable position where not having the ability to cover rent and expenses could essentially force us from our home. No help has been offered from a company who's mission status is to help customers in time of need and a company you can depend on.

We haven't slept well at all for two weeks when this morning i recieved a further text message telling me that they appolagise, and my complaint would not be resolved until the 29th of September and i could take it up with the financial ombudsman in the mean time.

I'm absolutely disgusted in the level of customer relationship management practices and level of PR.

We just don't know how this could actually compromise us now moving forward over the next two weeks.

Damien Roberts
68 Penfilia Road
Swansea
Case Number - NC10141897
Tel no - 07378416297

Made a claim on my home insurance taken out with Lloyds. May as well not have bothered. They need to understand that when you pay for Insurance you expect a good service. You don't make claims for the sake of it and when you do, they can be incredibly stressful periods where you turn to these companies for help because that is what you pay for. Had an absolutely dreadful experience when storms of last year brought part of my garage down damaging not only the garage but the drive itself. I was covered for outbuildings but basically felt like the assessment of work was dismissed and offered a payout which was far lower than I could get any local quotes for. Lloyds not prepared to accept this. Stay clear of Lloyds Insurance as there customer service is appalling!

This group which includes Halifax are a bunch of absolute wasters! i would get better advice from speaking to a clown on the phone! since October 2020 they have told me countless lies and even admit that the communication internally is shocking! to put your hands up and admit the company is a joke speaks volumes about this Mickey Mouse set up they call a bank. The CEO promised that someone would call me to discuss my complaint, to date no one has, the whole team that works in complaints need getting rid off and train proper people up how to do the job! I couldn’t leave zero stars unfortunately so a 1 is the default for crap!

What has happened to Lloyds Bank!!!!!
Long wait times on the telephone, customer service non existent. Banks closed and customer telephone operators working from home with the television on in the background.Bring back the good old days and the professionalism of a bank manager.
After problems accessing money for online purchases since March (my money not the banks from working a hard day) I was promised 'tokens' to verify my existence . The tokens arrived but still I have not received the necessary security numbers so I still cannot purchase anything online. I travelled 20 plus miles to the nearest Lloyds Bank to receive promises that all is now resolved but still I cannot purchase online.
In desperation I again telephoned to try and speak to a Manager, who would be Cara but Cara was not available , she has no ability to telephone me or email me and 'by the way' she is "NOT TRAINED TO SPEAK TO CUSTOMERS". This is Lloyds "BY MY SIDE".

Their customer 'service' doesn't exist. Waiting time on the phone 40 minutes. On line messaging, useless.

I know we have all been through it a bit lately but...... (Updated)

By way of context, my roof was damaged in the big storm last February and it has taken this long to get a contractor to quote and commit to carry out the repairs. I need to speak to Lloyds Home Ins but they don't respond to either email nor answer the phone.

I would ask, who, at a senior level within Lloyds Banking Group has listened to the Home Insurance telephone auto-attendant (call answering system on 0345 604 6887) recently? I'd bet not a single one of them. This isn't their fault as they probably don't have to use it. But their customers do and this is the important part.

Firstly, regardless of the season, time of day or day of the week, as a call is answered, the recording always states they are receiving extremely high call levels due to the recent bad weather; even if there hasn't been any bad weather (like today).

Then it comes to Covid-19 apology and how staff are still working from home and you may experience lower sound quality or interruptions on the call (not exact wording but you get it).

So, my interaction on the phone with this company is as follows:

1. They tell me a fabricated excuse for not answering the phone - as a customer, we have no way of knowing their call demand so they can always fail to answer the call quickly as we would wish them to. Making customers wait longer allows reduced staffing numbers. So, it leaves a negative impression

2. Covid is long gone as a reason for a service to be poor quality but, by continuing to use this excuse, we are told to expect the service to be less than desirable. Negative impression again

Staff working from home is a business decision at this point. It reduces business overheads and may even allow fewer staff working. This equates to unacceptable service standards which we, the customer, have to endure.

As a Lloyds Business Banking customer, having multiple business and personal insurance policies with them, I can assure them that at the first opportunity, I will cease being a customer at all over this charade they call Customer Service.

FOLLOW UP ON THE ABOVE:
Lloyds staff contacted me soon after my TrustPilot review was published. They called my personal mobile which rejects unknown callers (not in the least bit unusual these days). I called back the number that called me, but guess what, it doesn't accept incoming calls! It plays a recorded message stating "Lloyds Bank Insurance tried to contact you today, we will try again soon.'

I then received an email with a link to upload documents or to update my claim. Guess what? The link doesn't work. You can't make this stuff up.

The outcome of their incompetent attempt to assist me has made things even worse. I will now write to the Chief Exec and hope that at that level someone actually knows how to keep their customers.

It is really RIDICULOUS how Credit Card Management is working. Since two weeks I am trying to resolve why my credit cards are not working. There is always a queue about an hour or longer. After 45-60 minutes someone is just hanging out your call. I've tried to call again and the lady told me in the system everything is working okay and didn't want to help. So if there is a huge problem with review the card so maybe I should start to have a problem with paying the money on the card?

Last Autumn (2021) We decided to reorganise our savings. This included cashing in 4 insurance bonds held with 4 different companies. Our IFA had no problem getting information from 3 of them, but Clerical & Medical took over 3 months to produce the figures he wanted. They even gave us £50 compensation for all the delays. The other 3 bonds encashed quickly and easily without any fuss.

Early April this year (2022) I filled in all the required paperwork to encash the C&M bond. They said it would take 10 to 14 days. 4 weeks later they come back with a demand that we provide 2 CERTIFIED copies of forms of identification for my wife, the joint bond holder. Note not me, just her. Why? We have been dealing with them jointly for about 20 years. There has been no difference between the two of us on that score. What's sauce for the goose is sauce for the gander.

Certification requires the copies be stamped by either a solicitor (additional cost) or we can take them to a branch of the Halifax or Lloyds bank. We decided to do the latter and went into town this afternoon at 3:30. They had both shut! We will have to go back another day.

Needless to say I'm disgusted with all the members of this banking group we've come into contact with. Time wasters. Delaying tactics. Excessive and arbitrary bureaucracy and branches that are closed when every other bank and BS in town is still open for business another 1 or 2 hours.

We still haven't got our money out of them after 6 months faffing about. I will never have any further dealings with them in future.

Later, more woe.

With my wife's IDs duly certified by Lloyds Bank I thought we'd be done. But no! A couple of weeks later they were back demanding the same certified IDs for me, which required yet another trip to town.

And at last we got our money back.

Why didn't they ask for both IDs at the same time?
Why did they ask at all when none of the other bond companies did?
Why were they shut in the middle of the afternoon on a weekday?
Why did they take so long to do anything?

Do Lloyd's Bank not understand how people use a mobile phone nowadays and the urgency to replace one that is subject to a claim. Lloyds Bank is so out of date that they think you can do without your mobile phone for a week while they go through all their procedures.

I have an old account with Lloyds Bank, which I would like to cancel. I spent 15 minutes on hold, and when I spoke with someone I was told to go into a branch. I politely asked why it couldn't be done over the phone, and the lady repeated "go into a branch" and then hung up on me.

Ended up with Lloyds Bank Insurance as the underwriters of my home and contents insurance. Bought through Hastings insurance who were the brokers.
Our property got a lot of storm damage in Nov 21. Lloyds have refused to pay out because apparently having a roof blown off in a storm wind is wear and tear. If your unlucky enough to have Lloyds bank insurance as your underwriter. Do not let them send out their builder, get your own quotes. Take lots of photos.
Lloyds appointed builder thought it was appropriate to take a photo of my wife… which was included in the insurance bundle!!!! They took photos of parts of the house that were unaffected by the storm… this apparently is ok if your Lloyds bank insurance
Absolutely terrible company and will do everything in their power not to pay a insurance claim. My claim is now going to the Financial Ombudsman. I have learned a hard lesson to check the underwriter and personally I won’t touch anything that Lloyds bank insurance claims to insure.
They will write a reply to this, but to be honest it’s just crocodile tears…
Your money your choice… my choice is NO to Lloyds Bank

Requested some more details on their Quality of Life survey which in previous years they were happy to give but now they refuse.

Very poor customer experience. Waiting times, being passed around, systems that don't link up. If you are thinking of signing up, then you may wish to consider a bank that has got it act together.