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Lloyds TSB lost a customer this week
Pugwash69
Posts: 136 Forumite
I opened a current account with Lloyds Bank in 1990. They handled my student account, forgave my overdrafts and were patient waiting for my first wages. I could visit any local branch or phone them and sort out any issues.
Yesterday they blocked an online payment from my debit card on my current account. It was to a company I use a lot, with all the correct card details, for delivery to my billing address in my name. I have "Verified by Visa" enabled. This is the second time in 3 months they've done this. They don't call me to let me know, they just let my payment fail.
I phoned them up, went through all the automated menus and digits to enter my account details. I answered their security questions and finally got to speak to someone. I told them my debit card payment has been stopped and I wanted my card unblocked. I spoke to friendly enough Scottish chap who warned me I'd be put on hold whilst he contacted the debit card security people. TWENTY minutes later a woman's voice said hello. She couldn't hear me though. She said hello a few more times and didn't hear me reply, then hung up.
I phoned them up again, went through the same hoops of fire and spoke to a lady this time. I explained the debit card issue again, but told her I wasn't prepared to be put on hold for 20 minutes and hung up on again. I asked if they could phone me - apparently no they can't. I was offered a direct number to call, but frankly I don't want to wait another 20 minutes. I said I'd go somewhere else and sort it out and hung up.
I can understand that they might have an automated security system to block suspicious payments, but in no way did mine fit any rules I could think of to trigger it. The last time was just before Christmas when I bought something from the same web site. They clearly don't handle incoming calls fast enough to deal with me, and I'm pretty annoyed that they made no attempt to contact me now or the last time.
I opened a First Direct account an hour after my Lloyds debacle. After coming to this web site and checking the information they sound much better. I rang them up and went straight through to a human operator. It can only be better from here on.
Yesterday they blocked an online payment from my debit card on my current account. It was to a company I use a lot, with all the correct card details, for delivery to my billing address in my name. I have "Verified by Visa" enabled. This is the second time in 3 months they've done this. They don't call me to let me know, they just let my payment fail.
I phoned them up, went through all the automated menus and digits to enter my account details. I answered their security questions and finally got to speak to someone. I told them my debit card payment has been stopped and I wanted my card unblocked. I spoke to friendly enough Scottish chap who warned me I'd be put on hold whilst he contacted the debit card security people. TWENTY minutes later a woman's voice said hello. She couldn't hear me though. She said hello a few more times and didn't hear me reply, then hung up.
I phoned them up again, went through the same hoops of fire and spoke to a lady this time. I explained the debit card issue again, but told her I wasn't prepared to be put on hold for 20 minutes and hung up on again. I asked if they could phone me - apparently no they can't. I was offered a direct number to call, but frankly I don't want to wait another 20 minutes. I said I'd go somewhere else and sort it out and hung up.
I can understand that they might have an automated security system to block suspicious payments, but in no way did mine fit any rules I could think of to trigger it. The last time was just before Christmas when I bought something from the same web site. They clearly don't handle incoming calls fast enough to deal with me, and I'm pretty annoyed that they made no attempt to contact me now or the last time.
I opened a First Direct account an hour after my Lloyds debacle. After coming to this web site and checking the information they sound much better. I rang them up and went straight through to a human operator. It can only be better from here on.
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Comments
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Sounds like Lloyds dont like that merchant for some reason or there could be some issue with the AVS/CSC/3DS checks due to either something or the merchant does.
Unfortunately even getting through to the security department you many never have gotten the "truth" out of call centre agents as they typically just have a generic reason for the decline.
Amusingly I always have problems paying my RBS credit card bills using my Barclays debit card and they 90% of the time block the transaction. Thankfully its quicker to get through to the Indian call centre to lift the block.
Hopefully FD will be better for you.... still considering applying to them myself0 -
some time ago...
Made several Lloyds bank card payments to a Building Society - as this was the method of getting money into the account.
Then all of a sudden on making another payment card was blocked at the Lloyds bank clicksafe screen.
Rang up lloyds asking to have block removed quoting the exact times/who I tried to pay and how much. Asked several personal security questions - passed OK - block released: re-did payment all OK
The reason for the block?
The retailer (ie the B.Soc) had requested an additional security check on the card being used. Whether this was random or whether my payments were causing some suspicion in their automated systems I have no idea.0 -
I must be just lucky because I have been with Lloyds since 1984 and never have any problems. Always using my debit card.0
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InsideInsurance wrote: »
Amusingly I always have problems paying my RBS credit card bills using my Barclays debit card and they 90% of the time block the transaction. Thankfully its quicker to get through to the Indian call centre to lift the block.
You could just pay your RBS card via Barclays Online/Telephone Banking - your debit card wouldn't get blocked then and usually it's quicker this way as the payment would go through Faster Payments
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I could, though I am not sure it goes through as faster payment though? Experience to date is none of my credit cards/ loans/ savings accounts are accepting faster payment. Even within brand debt repayments are taking 2 days to clear.0
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InsideInsurance wrote: »I could, though I am not sure it goes through as faster payment though? Experience to date is none of my credit cards/ loans/ savings accounts are accepting faster payment. Even within brand debt repayments are taking 2 days to clear.
All telephone/online payments go through FP now, transfers from a personal account aren't allowed to go through BACS any more. You may find that some credit cards have a cut-off time for it to be classed as being received the same day as it is sent.0 -
Just love the title on this thread...
' Lloyds TSB lost a customer this week'
To be honest... i don't think TSB give a !!!!!! if they lost a customer....• HSBC (Main A/C)
• Halifax Back up A/C
• Lloyds (Spending) A/C
• RBS Back up A/C
• Barclays Old A/C
• Nationwide Old A/C0 -
Certainly when I transferred from Barc Prem to my Barc Flex they still say it is 2 working days. Never checked online to see if its just their call script thats out of date or not.iblametheparents wrote: »All telephone/online payments go through FP now, transfers from a personal account aren't allowed to go through BACS any more. You may find that some credit cards have a cut-off time for it to be classed as being received the same day as it is sent.0 -
Just love the title on this thread...
' Lloyds TSB lost a customer this week'
To be honest... i don't think TSB give a !!!!!! if they lost a customer....
yeah it makes one scream with laughter.
There was one on my ISP's forums some time ago demanding that out of the XXX hundred thousand subscribers "they" were to be some special treatment alone by the ISP otherwise they were going to leave....and that would teach 'em.
One poster's curt response was something like "OK, bye then"0 -
Irony is lost on some people.
I'm sure they won't read this thread and feel saddened, but I felt let down by a comapny I had trusted with my money for 22 years and it brought a slight lump to my throat.
Rather than waste my time writing a formal letter of complaint, I thought I'd offer a warning to anyone looking for a new bank account.
My first direct debit card and welcome pack came in the post yesterday, the day after applying. My wife said "wow already?"
I guess that's evidence of what we expect, because Lloyds took 3 working days to replace my last card.0
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