Crazy Lloyds Debit Card Issues since upgrade & benefits issue.

JInSuffolk

Hi There,

Since upgrading my Lloyds account from Club Lloyds to a Silver account I have had a crazy amount of problems.

When I signed up at the beginning of April, I first of all never got an email with how to access the account benefits that came with it. I had other stuff going on and expected I'd get the welcome pack through the post that they spoke about, needless to say it didn't come.

At the end of April I started having random transaction issues on my debit card, I'd often make a payment online and the Lloyds app would give a notification of a payment going through, it would be often followed by a notification of the same payment being declined (odd) a couple of moments later, but the payment would normally go through on the payments side.

The more strange thing was the contactless / Google Pay behaviour however. What would happen would be that if I spent more than £20 a day on contactless, Lloyds would start hard refusing to honour any transactions on Google Pay or contactless and everything would decline. I have no idea why that is and neither does anyone in Lloyds.

Anyway, a new card was sent out to me as we figured the account change and in using an existing card something had got screwed up. So a new card came, and somewhat strangely it was branded 'Club Lloyds' despite the fact I changed to a SIlver account. After behaving itself for a few weeks, the last week the issue with declines has come back to the point where it's now also effecting chip and pin.

I've spoken to Lloyds who have gone through all my transactions and every single one of them have come back with either being rejected due to potential fraud (but nobody in their fraud team can identify why they were flagged as fraud as they are typical transactions for me) or being rejected due to exceeding the limit per contactless transaction or per contactless per day. Nobody on Lloyds can see any limit and all of these transactions are for small amounts so errors make no sense.

Laughably the other issue is now happening where on payments when the transactions do go through at shops, I'm getting the odd one getting refunded several days later for another reason that I cannot fathom. I've discussed this again with Lloyds today and they cannot again work out why this is happening and it's exactly the same behaviour which happened before. So they've decided to replace the card AGAIN and cancel the existing card. 

I've now tried to access my mobile phone insurance through my Lloyds Silver account and I've been given an error message that no account exists for me as Lloyds haven't requested one to be set-up. Having spoken to the insurer there is no account that has been set-up by Lloyds with them for me so basically I have been without cover. 

I've spent hours on the phone with them at this point and we seem no clearer to a resolution. Anyone with any ideas?

born_again

Fraud does not work on your typical transactions. It works on known fraud patterns.
Anyone in the fraud team should know & explain that to you.

Other wise come certain times of the year, people would have masses of declines due to unusual spending out of their typical transactions.

TBH, this is not a card issue. As that has nothing to do with causing declines.

Contactless does have a limit on number/amount of spending & then requesting your pin. Again staff should know & explain this.

JInSuffolk

born_again said:

Fraud does not work on your typical transactions. It works on known fraud patterns.
Anyone in the fraud team should know & explain that to you.

Other wise come certain times of the year, people would have masses of declines due to unusual spending out of their typical transactions.

TBH, this is not a card issue. As that has nothing to do with causing declines.

Contactless does have a limit on number/amount of spending & then requesting your pin. Again staff should know & explain this.

Thanks for not reading my post properly. It is a card issue, probably linked to my account in some way, Lloyds agree on that. I would also remind you that these problems only started with the account upgrade and my account worked totally fine up until that. 

This is nothing to do with number of contactless transactions or amount of spending as even if I do the magic £20 in contactless transactions and get a decline and use chip and pin, contactless or Google Pay still won't work for the rest of that day until the following day. Something is making it block when it goes over the £20 number overall in a day. Nobody knows why. 

There was even one message on my account as the reason for the decline for £3.20 was because the amount was above the per transaction contactless limit that is set on my account. That makes no sense because everyone in Lloyds agrees that the per transaction limit on my card is £100 (I can see it in online banking) and it's rejecting a transaction for £3.20 as it thinks it's above £100. 

In relation to the fraud. The fraud team agree it shouldn't be flagging the transactions as fraud and laughably on their end they cannot see any reason for it to be triggered. It doesn't even flag as fraud on their end but when the Lloyds reps I speak to look at the account, the reason for the decline is fraud related. 

We have all pretty much agreed at this point that none of the declines make sense. The reasons for decline simply seem spurious and random and don't make any sense. The one thing I keep hearing from Lloyds staff in whatever department is 'I've never seen that before' or 'what I see makes no sense at all' and 'that's the most odd thing I've seen for a while'  I mean it's great that they admit it's odd, but it doesn't seem to help me find a resolution. 

ForumUser7

JInSuffolk said:

born_again said:

Fraud does not work on your typical transactions. It works on known fraud patterns.
Anyone in the fraud team should know & explain that to you.

Other wise come certain times of the year, people would have masses of declines due to unusual spending out of their typical transactions.

TBH, this is not a card issue. As that has nothing to do with causing declines.

Contactless does have a limit on number/amount of spending & then requesting your pin. Again staff should know & explain this.

Thanks for not reading my post properly. It is a card issue, probably linked to my account in some way, Lloyds agree on that. I would also remind you that these problems only started with the account upgrade and my account worked totally fine up until that. 

This is nothing to do with number of contactless transactions or amount of spending as even if I do the magic £20 in contactless transactions and get a decline and use chip and pin, contactless or Google Pay still won't work for the rest of that day until the following day. Something is making it block when it goes over the £20 number overall in a day. Nobody knows why. 

There was even one message on my account as the reason for the decline for £3.20 was because the amount was above the per transaction contactless limit that is set on my account. That makes no sense because everyone in Lloyds agrees that the per transaction limit on my card is £100 (I can see it in online banking) and it's rejecting a transaction for £3.20 as it thinks it's above £100. 

In relation to the fraud. The fraud team agree it shouldn't be flagging the transactions as fraud and laughably on their end they cannot see any reason for it to be triggered. It doesn't even flag as fraud on their end but when the Lloyds reps I speak to look at the account, the reason for the decline is fraud related. 

We have all pretty much agreed at this point that none of the declines make sense. The reasons for decline simply seem spurious and random and don't make any sense. The one thing I keep hearing from Lloyds staff in whatever department is 'I've never seen that before' or 'what I see makes no sense at all' and 'that's the most odd thing I've seen for a while'  I mean it's great that they admit it's odd, but it doesn't seem to help me find a resolution. 

Have you logged a formal complaint with Lloyds? That would be the next step. I've been having problems adding cards to Apple Pay with three LBG brands, no one in CS (across various teams) knew what was up. Hopefully when I get around to logging a complaint re that, they'll get it fixed.

JInSuffolk

ForumUser7 said:

JInSuffolk said:

born_again said:

Fraud does not work on your typical transactions. It works on known fraud patterns.
Anyone in the fraud team should know & explain that to you.

Other wise come certain times of the year, people would have masses of declines due to unusual spending out of their typical transactions.

TBH, this is not a card issue. As that has nothing to do with causing declines.

Contactless does have a limit on number/amount of spending & then requesting your pin. Again staff should know & explain this.

Thanks for not reading my post properly. It is a card issue, probably linked to my account in some way, Lloyds agree on that. I would also remind you that these problems only started with the account upgrade and my account worked totally fine up until that. 

This is nothing to do with number of contactless transactions or amount of spending as even if I do the magic £20 in contactless transactions and get a decline and use chip and pin, contactless or Google Pay still won't work for the rest of that day until the following day. Something is making it block when it goes over the £20 number overall in a day. Nobody knows why. 

There was even one message on my account as the reason for the decline for £3.20 was because the amount was above the per transaction contactless limit that is set on my account. That makes no sense because everyone in Lloyds agrees that the per transaction limit on my card is £100 (I can see it in online banking) and it's rejecting a transaction for £3.20 as it thinks it's above £100. 

In relation to the fraud. The fraud team agree it shouldn't be flagging the transactions as fraud and laughably on their end they cannot see any reason for it to be triggered. It doesn't even flag as fraud on their end but when the Lloyds reps I speak to look at the account, the reason for the decline is fraud related. 

We have all pretty much agreed at this point that none of the declines make sense. The reasons for decline simply seem spurious and random and don't make any sense. The one thing I keep hearing from Lloyds staff in whatever department is 'I've never seen that before' or 'what I see makes no sense at all' and 'that's the most odd thing I've seen for a while'  I mean it's great that they admit it's odd, but it doesn't seem to help me find a resolution. 

Have you logged a formal complaint with Lloyds? That would be the next step. I've been having problems adding cards to Apple Pay with three LBG brands, no one in CS (across various teams) knew what was up. Hopefully when I get around to logging a complaint re that, they'll get it fixed.

Complaint is my next step - the guy I spoke to this morning claims that he's cancelling every trace of my last two cards and setting a new one up totally from scratch which will be a Silver branded one and he's making sure that it doesn't piggy back onto the old Club Lloyds one. However the downside of that is that I'm going to be without a card for another week. I'm going to wait to see what happens with that. 

Thankfully I have a NatWest account I don't use so transferred cash over to that in the meantime. I could switch over to Natwest permanently but I have a decent overdraft with Lloyds and also have a credit card through them so it's something I'd like to avoid unless they really don't sort this out. 

In relation to the insurance as part of the Silver account, it looks like I might have been paying for that without having any cover since Lloyds were supposed to set the policy up with the insurer but seems they haven't. So someone in Lloyds is phoning them  tomorrow to try and set an account up somehow, just as well I haven't had to claim else I'd be screwed.