Lloyds security code issue (Tel banking)

Mattonlaptop

Hi all.

Will try to keep this short.

Tried to make a faster payment transfer to a friend yesterday evening by phone so that they could withdraw money for me as I am waiting a new card.

Went through the security process, could not complete it as automated system asked me for 3 digit number off back of card, as I don't have new card yet so it didn't work. Eventually got through and lady told me I cannot make payment as I do not have a security code (the six digit one you usually use to log into telephone banking). I was immediately thrown because I have had a security code for years, but after speaking to the adviser and then the supervisor they are telling me that I have never had a security code on the account, I explained very politely that I have and had used it 100's of times for logging into telephone banking.

So where did the code go, and why does it not exist anymore?

They have made me feel like I am going mad, and that I never had one, it's disgusting to treat customers this way.

PeacefulWaters

They have made me feel like I am going mad, and that I never had one, it's disgusting to treat customers this way.

Complain. Politely but firmly asking them to find out what happened.

I've highlighted part of your post. It's a remarkably excessive over-reaction on your part. Something's gone wrong. That's all.

Mattonlaptop

Thanks for your reply.

I think anyone would be annoyed if you are effectively being called a liar because something has gone wrong which they do not want to admit to.

I am disgusted that they treated me like this after being a loyal customer, I don't think making that statement is particularly over-excessive given the circumstances. I wanted access to my money and they would not give it me, because as you say 'something has gone wrong'. Just not good enough.

grumbler

Is it not easier and simpler to use online banking instead?

Steve_xx

It makes me wonder whether the reason you are awaiting a new card is because something is wrong with the old one? Did you lose it or something? Because if you did they may want to issue you with a new telephone banking number too.

However, having said all of that I know too well what a problem Lloyds can be with telebanking codes as earlier this year my sister had eight weeks of a palava with Lloyds when she opened a Club Lloyds account. If they sent one telebanking number they must have sent five in all, and none worked! In the end and after a very laborious process she was able to operate the account properly and Lloyds paid her £45 for the trouble it took.

Also, I've noticed that Lloyds don't like you having your own money or moving it. New payments always seem to get stopped for a fraud check these days.

badger09

Steve_xx wrote: »

Also, I've noticed that Lloyds don't like you having your own money or moving it. New payments always seem to get stopped for a fraud check these days.

That hasn't been my experience, with 3 (until very recently) Vantage and 1 Club Lloyds accounts. None of my payments, even 4 figure sums, have been stopped for a fraud check.

Steve_xx

badger09 wrote: »

That hasn't been my experience, with 3 (until very recently) Vantage and 1 Club Lloyds accounts. None of my payments, even 4 figure sums, have been stopped for a fraud check.

Maybe it was because it was a new payment. It wasn't a problem once I'd spoken to them.

Mattonlaptop

grumbler wrote: »

Is it not easier and simpler to use online banking instead?

Yes it would have been, but I recently updated my telephone number and it had not been accepted on Lloyds system yet, for setting up a new payee you need that so it was not an option.

Mattonlaptop

Steve_xx wrote: »

It makes me wonder whether the reason you are awaiting a new card is because something is wrong with the old one? Did you lose it or something? Because if you did they may want to issue you with a new telephone banking number too.

However, having said all of that I know too well what a problem Lloyds can be with telebanking codes as earlier this year my sister had eight weeks of a palava with Lloyds when she opened a Club Lloyds account. If they sent one telebanking number they must have sent five in all, and none worked! In the end and after a very laborious process she was able to operate the account properly and Lloyds paid her £45 for the trouble it took.

Also, I've noticed that Lloyds don't like you having your own money or moving it. New payments always seem to get stopped for a fraud check these days.

I am awaiting the new card because they had issued all customers with my particular account a new card, I told the manager at the branch that I was going to be out of the country for 5 months (I arrived back last week) and was told no problem, my old card would not be cancelled until the new one is activated. I have now been told that the old card automatically cancels a month after the new one is sent out.

The new card is at a correspondence address, and I cannot access the mail there for another week or so as my friends are away. The reason I was not worried about that was because I was initially told the card would not be cancelled until the new one is activated.

I have just come back from the branch now, and the lady said that you have a security code when you are registered for telephone banking, her system told her I was already registered for telephone banking. She then called the customer service team to try and reset a code which they say does not exist, could not be done so new code being sent in the post.

I was told the only way to setup a new payee by telephone banking is by using the security code, well, on July 23rd I made a £1000 transfer to a new payee using telephone banking. So the security code they are saying never existed must have for me to make that payment!

grumbler

Can't you withdraw money in a branch without a card (with sufficient IDs)?

Mattonlaptop

grumbler wrote: »

Can't you withdraw money in a branch without a card (with sufficient IDs)?

.

Yes, and I did that today. however this occurred last night when I had to obtain money for an unforseen circumstance.