Lloyds security code issue (Tel banking)

Steve_xx

Mattonlaptop wrote: »

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!

I know exactly how you feel here. My sister ended up going into a branch and the staff there were hopeless. They told her that she didn't need the security code to operate her account and that it was only needed for direct debits!

As I said, they sent my sister five security codes and none of them worked.

mgdavid

sounds like you're in a pretty unique situation
just returned after 5 months abroad,
apparently don't do online banking,
needed cash out-of-hours for an unforeseen circumstance
apparently don't have other cards or any cash reserve
in the middle of a card re-issue
can't access your postal mail as friend away

Many people in this position would have made far better contingency plans - but it's all the banks fault, of course.

Mattonlaptop

mgdavid wrote: »

sounds like you're in a pretty unique situation
just returned after 5 months abroad,
apparently don't do online banking,
needed cash out-of-hours for an unforeseen circumstance
apparently don't have other cards or any cash reserve
in the middle of a card re-issue
can't access your postal mail as friend away

Many people in this position would have made far better contingency plans - but it's all the banks fault, of course.

Not sure what's unique about needing cash out of hours, or being in the middle of a card re-issue. And if it's a pretty unique situation as you describe it then who are these 'many' people?

I do internet banking, please read the original post.

Didn't say I don't have other cards, I am talking about the situation with Lloyds and the issue with the security code. As for cash reserve I'll pull my floorboards up and see what's left under there.

mgdavid

Mattonlaptop wrote: »

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.

Mattonlaptop wrote: »

I do internet banking, please read the original post..

No. You do telephone banking. No internet banking.

colsten

mgdavid wrote: »

No. You do telephone banking. No internet banking.

Seems OP meant this post:

Mattonlaptop wrote: »

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.

Pitty you only have one number registered - that could cause more problems in the future.

zerog

mgdavid wrote: »

No. You do telephone banking. No internet banking.

Just wow. Coming from a person whose signature is "Never argue with idiots - they will drag you down to their level and then beat you with experience."

mgdavid

zerog wrote: »

Just wow. Coming from a person whose signature is "Never argue with idiots - they will drag you down to their level and then beat you with experience."

Are you suggesting I shouldn't respond because the OP is an idiot?
A bit harsh - I was giving him the benefit of doubt.

Lloyds_Bank

Mattonlaptop wrote: »

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.

Hi Mattonlaptop,

I'm sorry to hear about the difficulties you've experienced. If you haven't already done so, you may wish to submit your complaint to us. You can do that using our online form here. You can also find info on our complaints process on this page.

Thanks,

Cheryl

Mattonlaptop

mgdavid wrote: »

Are you suggesting I shouldn't respond because the OP is an idiot?
A bit harsh - I was giving him the benefit of doubt.

An idiot? Please message me in private and we can take this off the message board.

Thanks,
Matt

Mattonlaptop

Lloyds_Bank wrote: »

Hi Mattonlaptop,

I'm sorry to hear about the difficulties you've experienced. If you haven't already done so, you may wish to submit your complaint to us. You can do that using our online form here. You can also find info on our complaints process on this page.

Thanks,

Cheryl

Thank you Cheryl, I did submit a complaint on Friday, am awaiting a callback.

Best wishes,
Matt