Lloyds constantly declining my debit card

Aussie2005

I've been trying to pay a monthly bill, it's always the same amount on the same date every month, but Lloyds declined it, I tried a couple of times before resorting to calling customer service.
so my call went through to the fraud dept., I used the voice recognition, then was asked for account number, date of birth, name, passport or driving license (both of which are in another room in a locked cabinet) which I explained, so instead was asked 'what time I'd purchased a coffee in a coffee bar, which I honestly couldn't remember, then was told, I'd have to go into a branch if I couldn't answer that question, so I directed her to check the charge for a restaurant as I could remember that time, which we did, successfully......then was asked where I was born, by this time I was so frustrated, I said, look, this transaction happens every month, there's nothing suspicious about it, can we just stop, I've given you enough to identify me, at which point she said 'if you don't want to co operate I'm going to end the call, which she did.  It's so frustrating this constant declining of payments with no answer as to why, particularly when it's a regular payment the same amount, same date, every month.  I don't understand, I appreciate the care taken to avoid fraud, but with a regular payment every month, why decline the payment?

TadleyBaggie

If you are not happy with the service, switch to another bank.

eskbanker

Aussie2005 said:

I've been trying to pay a monthly bill, it's always the same amount on the same date every month

The implication is that you're manually paying with individual discrete transactions, but is payment by direct debit or standing order an option?  My hunch would be that these would only be validated once when first set up....

Aussie2005 said:

It's so frustrating this constant declining of payments with no answer as to why

Banks will have a policy of not disclosing any information about how their anti-fraud algorithms are set up, so their staff can't answer your question of 'why'.

Mark_d

Since you didn't have your ID to hand when you were on the phone, why not ask the bank to call back after giving you time to get the documents?  If this is a genuine regular monthly bill, why is it a manual payment rather than continuous payment authority or direct debit?

I don't know why the bank had an issue with this payment - perhaps it was a random check of theirs.  The bank needs to take action to prevent fraud and you taking out your frustrations on the bank staff helps no-one.

km1500

getting ratty with a call operator is never a good idea tbh.

PRAISETHESUN

So basically you didn't cooperate with the bank and refused to go through their security process? I'm not surprised you had issues. Best bet would be to either get the appropriate information together before calling them, so you have it to hand when they ask for it. Alternatively, can you look for alternate ways to make the payment (bank transfer, direct debit, etc) to avoid this problem?

Ultimately the security is there for your (and the bank's) protection. I'd bet decent money that if someone had called up the bank pretending to be you and managed to get through security and authorise fraudulent transactions that you'd be singing a very different tune...

tronator

Aussie2005 said:

......then was asked where I was born, by this time I was so frustrated, I said, look, this transaction happens every month, there's nothing suspicious about it, can we just stop,

Instead of answering this question you chose to argue with her? This security process is there to protect your account and your money.

Middle_of_the_Road

It's only going to get worse. All we can do is cooperate and accept this is how it is now. Very frustrating.

Nasqueron

Middle_of_the_Road said:

It's only going to get worse. All we can do is cooperate and accept this is how it is now. Very frustrating.

Co-operate with basic requirements for security to stop your money being stolen yes. Or pay by direct debit / standing order...

xylophone

Is there a reason not to pay by DD or standing order?

 Best not get ratty with "security" - you'll be the loser.

It does seem odd that your debit card is constantly declined.

Might be an idea to keep a note of your passport and driving licence numbers in a handier place.

Theleak250

I’d agree and say change banks. Barclays refused me an overdraft so I just left. You have to leave if they are wasting your time no matter the issue. If the payment is legit there should
be no issues.