Impossible to answer question as part of balance transfer

keiran

I wonder if MSErs have been in this position and can offer any advice?

I applied for a 24 month 0% fee and interest balance transfer credit card from Lloyds, after logging onto my Lloyds account, where I have a number of products. As part of the application, I requested the balance transfer, filling in the correct details.

I received the card, but today on phoning was told that the transfer hadn't been effected. I was invited to do the balance transfer on the phone, and whilst this has always been a pain-free process on all previous occasions elsewhere, this time Lloyds requested me to confirm info from my credit files, posed in a multiple choice fashion.

The second question, however, was impossible to answer. It asked me what the credit limit was on "my card", without specifying which card. As I have 15 credit cards with varying credit limits, I would have only a 1 in 15 chance of answering "correctly", and an "incorrect" answer would kibosh the transfer completely. It is possible that the operative failed to read the question correctly (in case it had specified a card) although I did ask her to check and confirm

The operative and her manager said they understood what I was saying (I don't think they did), but could only advise that I go into branch with ID to get this done. I would be reluctant to do so , as it is Lloyds that has failed (twice) in processing the transfer

I have made my (inevitable and heart-sinking) complaint.

Can anyone explain this ludicrous situation and any way to resolve it?

[Deleted User]

The situation is because those questions are thrown up by MasterCard and Lloyds can't see any more.

However they would normally be able to progress to an alternative question. Equally, any correct answer should also have worked.

keiran

The questions are thrown up by Equifax or Experian, etc I think.

If they had meant any card, I could have supplied an answer. I couldn't know what they meant.

They wouldn't consider an alternative question - sensible I suppose as a fraudster shouldn't be allowed to choose his questions!

dj1471

I've had a similar issue with Lloyds, they wanted me to confirm the outstanding balance of my mortgage! Given I only get a statement once a year of course I got it wrong. I won't be going into branch with ID either, they've simply lost my business.

ceredigion

My epic fail was, in which month did you open your HSBC account ?
Answer.
My HSBC account was opened circa 1980, and you expect me to remember the month and if we are splitting hairs, never opened an account with HSBC.

Alexland

ceredigion wrote: »

My epic fail was, in which month did you open your HSBC account ?

I always struggle with this one as our main joint current account was opened by my wife when she was single and I was only added later. I have no idea when the account was opened.

Fingerbobs

I failed Nationwide's security questions once. I still to this day don't know what I got wrong, because to the best of my knowledge I answered every question correctly. I can only assume I'd misunderstood what they were asking for.

Ben8282

As the question was being asked by Lloyds I think it is reasonable to assume that they credit limit that they were referring to was your Lloyds credit card.

chattychappy

I wanted to do a BT on a new Lloyds card, but couldn't get through from home. Don't like to carry cards unnecessarily, so noted the details from the card (valid from date, expiry, cvv etc) and tried again from the office.

They asked me if I had the card to hand I said yes. Got through the first couple of questions and then they asked for the "name on the card exactly as it is embossed". Of course I didn't know. Guessed first name-space-surname. She asked me again and then said that it was wrong. I told the truth, but by then it was too late. The card was blocked and she wouldn't continue the conversation because she couldn't be sure who I was. It was all very friendly.

So I had to do the ID in branch thing. Was taken to a private room and had to answer all kinds of questions. But it was OK, and since it was my fault I couldn't complain!

keiran

Update:-

The Complaints team telephoned and agreed with my many points, offering £100 for my troubles.

I learned I could simply ring again and ask for the balance transfer, which I did do, answering correctly the 2 questions from my Experian file (as these were questions with a single answer which could be answered!!)

So the take-home point is that one can ring again for a balance transfer, etc if the "security system" has failed one previously

binaryuniverse

In a lot of these cases, the information is available on your credit reports. So it pays to check those before you do these sorts of things (or do so as you're doing it).

When it comes to things like the OP's problem. If I'm given an ambiguous question, it gets an ambiguous answer. As in. I'll give them any one of my limits, and see what happens. It's usually fine.