New security checks for online shopping - Lloyds bank

CRISPIANNE3

I had one of their security checks and and had to phone them. They treated me as I was a fraudster. 

DiamondLil

@Zanderman is correct; I bank with Lloyds and there are three "add phone number" options. Work, Home and Mobile; all op has to do is log in, go to Profile, scroll down to Change Contact Details and add his partner's phone number to one of those three options.

jon81uk

I don't think the suggestions of adding her number to your profile will work, she needs to ensure her details with Lloyds are up to date, either by going into a branch, phoning or going into online banking.

molerat said:

https://www.lloydsbank.com/help-guidance/customer-support/change-your-personal-details.html

With a joint account you have 2 separate personal accounts with access to the same financial product, there is no option for you to see or change her details or preferences.

Is probably the right advice. SHE needs to ensure her details are correct with Lloyds. Although it is a joint bank account, each debit card is issued to a single person (the envelope containing the card will have her name on it) and therefore she needs to ensure her details are correct so Lloyds can contact her when her card is used.

TELLIT01

I called into the branch today and they confirmed that she needs to visit in person and they can then add her mobile number to her details.

born_again

cx6 said:

Annie1612 said:

I may be wrong - I am only going on my experience of my online banking with Lloyds - but adding my partners number to my online banking account wouldn’t work I don’t think because whilst I can add another phone number, I cannot add my partners bank card so the phone numbers would only link to MY debit card and not his. This was the reason I had to register him for online banking too. If that makes sense.

I am not sure I understand. If it is a joint account then both debit cards are already linked to the account surely?

What the OP needs is Mrs phone number linked to her card number.
If OP can't get through on the phone, then visit a branch is the other option.

But best bet is to call just before they open. All staff will be sat waiting for a call to come through.👍

TELLIT01

born_again said:

cx6 said:

Annie1612 said:

I may be wrong - I am only going on my experience of my online banking with Lloyds - but adding my partners number to my online banking account wouldn’t work I don’t think because whilst I can add another phone number, I cannot add my partners bank card so the phone numbers would only link to MY debit card and not his. This was the reason I had to register him for online banking too. If that makes sense.

I am not sure I understand. If it is a joint account then both debit cards are already linked to the account surely?

What the OP needs is Mrs phone number linked to her card number.
If OP can't get through on the phone, then visit a branch is the other option.

But best bet is to call just before they open. All staff will be sat waiting for a call to come through.👍

It can't be done over the phone.  Must be face to face in the branch.  Annie1612 - as born_again says, we need to get her mobile number associated with her bank card.  Although both of our cards are linked to the same account they have different 16 digit numbers.  There is no way to add her card via internet banking. 

jon81uk

TELLIT01 said:

born_again said:

cx6 said:

Annie1612 said:

I may be wrong - I am only going on my experience of my online banking with Lloyds - but adding my partners number to my online banking account wouldn’t work I don’t think because whilst I can add another phone number, I cannot add my partners bank card so the phone numbers would only link to MY debit card and not his. This was the reason I had to register him for online banking too. If that makes sense.

I am not sure I understand. If it is a joint account then both debit cards are already linked to the account surely?

What the OP needs is Mrs phone number linked to her card number.
If OP can't get through on the phone, then visit a branch is the other option.

But best bet is to call just before they open. All staff will be sat waiting for a call to come through.👍

It can't be done over the phone.  Must be face to face in the branch.  Annie1612 - as born_again says, we need to get her mobile number associated with her bank card.  Although both of our cards are linked to the same account they have different 16 digit numbers.  There is no way to add her card via internet banking. 

She should be able to add her personal details via internet banking. But you cannot do it on her behalf (unless you have power of attorney) her banking is still hers, even when it is a joint account. It is a joint pot of money but the access to it (internet banking, phone banking, debit card maybe cheque book) is usually personal to the individual so she needs to contact the bank about her details not you.
I expect they could do it on the phone too, if she calls not you.
But you've said she is unwilling to use internet banking then probably better for her to do things the old fashioned way and visit the branch.

TELLIT01

jon81uk said:

She should be able to add her personal details via internet banking. But you cannot do it on her behalf (unless you have power of attorney) her banking is still hers, even when it is a joint account. It is a joint pot of money but the access to it (internet banking, phone banking, debit card maybe cheque book) is usually personal to the individual so she needs to contact the bank about her details not you.
I expect they could do it on the phone too, if she calls not you.
But you've said she is unwilling to use internet banking then probably better for her to do things the old fashioned way and visit the branch.

I did state that it cannot be done by phone, she has to visit the branch.  We did that today, and it transpires that they do have her mobile number although it had been put onto her profile as her office number, and no number had been input as her mobile.  The lady we spoke to said that the message would be sent to the 'Home' number by default.  That could be interesting as that number is our landline.  No idea how a text message is handled by a landline.  Anyway, that has now been sorted out and the mobile number is in the 'Home' field.

jon81uk

TELLIT01 said:

jon81uk said:

She should be able to add her personal details via internet banking. But you cannot do it on her behalf (unless you have power of attorney) her banking is still hers, even when it is a joint account. It is a joint pot of money but the access to it (internet banking, phone banking, debit card maybe cheque book) is usually personal to the individual so she needs to contact the bank about her details not you.
I expect they could do it on the phone too, if she calls not you.
But you've said she is unwilling to use internet banking then probably better for her to do things the old fashioned way and visit the branch.

I did state that it cannot be done by phone, she has to visit the branch.  We did that today, and it transpires that they do have her mobile number although it had been put onto her profile as her office number, and no number had been input as her mobile.  The lady we spoke to said that the message would be sent to the 'Home' number by default.  That could be interesting as that number is our landline.  No idea how a text message is handled by a landline.  Anyway, that has now been sorted out and the mobile number is in the 'Home' field.

This page suggests it can be done by app, website, branch or phone. 

https://www.lloydsbank.com/help-guidance/customer-support/change-your-personal-details.html#

Therefore she should have been able to do it on the phone. Hopefully now something is set up it could be done by phone next time.

TELLIT01

I can't help what the webpage suggests, I was told by staff in branch that my wife would have to call in, so that is what we did.  All sorted in about 5 minutes.  If it had been done by phone I very much doubt that the 'default' phone number being a land line would have been picked up.