Lloyds constantly declining my debit card

Sea_Shell

friolento said:

Sea_Shell said:

 

Yes, you should remain polite with call centre staff, but, this level of 'proof' that they are demanding is not proportionate to the 'perceived' problem.  And they wonder why people become exasperated.  

The call centre operative has to go through the ID verification before they can discuss the issue. Not sure how this process could be proportionate. People have to pass ID verification regardless of the nature of the issue.

The OP has explained why they got irritated during the ID verification process, and acknowledged that it wasn't a good idea to lose their cool.

So any contact with the bank is subject to passing that level of security BEFORE being able to discuss any issues?

xylophone

So any contact with the bank is subject to passing that level of security BEFORE being able to discuss any issues?

Indeed it is.....have you never had the experience of ringing a financial institution in order to raise a query, passing security, being told 

you'll be rung back, answering the ring back  and then having to go  through security again.....?

Sea_Shell

xylophone said:

So any contact with the bank is subject to passing that level of security BEFORE being able to discuss any issues?

Indeed it is.....have you never had the experience of ringing a financial institution in order to raise a query, passing security, being told 

you'll be rung back, answering the ring back  and then having to go  through security again.....?

Yes I have.  Not Lloyds though.

It's been just confirmation of DOB, and characters from password.

Not an interrogation.

Luckily I've managed most financially queries via on line chat facilities.

Shakin_Steve

I very seldom have to ring Barclays, things seem to run very smoothly. When I have had occasion to ring, I do it from the app, and I seem to get asked very few security questions. Don't know if other banks are the same.

i agree with the comment that some customer service agents seem to be more awkward than others though, that goes for most companies, not just banks. I particularly dislike the recorded message that you get while waiting to be connected, listing the rules you must obey if you don't want to be hung up on. Puts you on edge before you even speak to anyone, and implies that you are lucky to be a customer of theirs.

Middle_of_the_Road

Nasqueron said:

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...

The level of security requirements was beyond basic IMHO. Yes, we do need to cooperate, despite the often abrasive tone of some of these fraud wardens. As for how the OP chooses to make their payments, I don't see any need to push them towards your preferred method, despite how sensible you extole it may be..,.....

Nasqueron

Middle_of_the_Road said:

Nasqueron said:

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...

The level of security requirements was beyond basic IMHO. Yes, we do need to cooperate, despite the often abrasive tone of some of these fraud wardens. As for how the OP chooses to make their payments, I don't see any need to push them towards your preferred method, despite how sensible you extole it may be..,.....

We don't know what level of security OP has provided before, you are assuming he provided sufficient ID. They claim they provided everything that was needed 12 months ago based only on the fact they hadn't been flagged up before, but it might have been just a credit check and nothing else or a very old account. Now the bank has had security flagged due to the way they pay and realised they are missing verification documents so asked OP for them and they refused and got shirty with the call centre staff who rightly hung up on them. OP confirmed this subsequently (2nd page, their third post) by admitting that in fact they had never provided passport driving licence for security / KYC rules.

As for the alternative payment, did you also miss the very clear "Or" in my post? I clearly said, co-operate with their ID check OR pay in a way that won't cause issues. Nobody was being pushed to use any method, please don't strawman. 

Incidentally, OP said it's the same amount, same time every month (first post) where a DD or SO would be far simpler and less suspicious to the bank than a manual payment by debit card, then they changed their story (second post on page 2) and implied they have previously overcharged and it's a pain to get the cash back, so it's in fact not the same amount each time so now we have 2 red flags and explains why the bank wanted the KYC checks. OP moving to a building society or another bank isn't going to change the legal requirements

Going through and doing "thanks" on all OP posts and anyone who agrees with them is a bit unusual.

Aussie2005

Well I had another try today and with a polite, courteous customer service person, although it was laborious, having to use a link sent by text to allow the bank to photograph may passport and take a selfie of me.....and the process failing a few times, taking up another 40 mins of my day, I was not irritable, due to what I would expect of customer service, politeness, apologies when there were problems.  However I am not at all comfortable with a bank sending unsecured texts and wanting a photo of my passport and a selfie.  If I had not called the number myself I would seriously have thought I was being scammed and my identity was about to be stolen.  Really not happy with this level of intrusion into my private life and documents.  I will look into other banks or buildings societies it's not like Lloyds give the best service or interest rates.  

Sea_Shell

So do all long standing financial relationships need "updating" with passport/driving licence, now, should you wish to contact them?

wmb194

Aussie2005 said:

Well I had another try today and with a polite, courteous customer service person, although it was laborious, having to use a link sent by text to allow the bank to photograph may passport and take a selfie of me.....and the process failing a few times, taking up another 40 mins of my day, I was not irritable, due to what I would expect of customer service, politeness, apologies when there were problems.  

However I am not at all comfortable with a bank sending unsecured texts and wanting a photo of my passport and a selfie.  If I had not called the number myself I would seriously have thought I was being scammed and my identity was about to be stolen.  

Really not happy with this level of intrusion into my private life and documents.  I will look into other banks or buildings societies it's not like Lloyds give the best service or interest rates.  

Yesterday I was setting up a new phone and had to photograph my passport and give a selfie several times in order to login to various banking apps  - not Lloyds/Halifax/BoS though - so get used it. 

paul_c123

Sea_Shell said:

So do all long standing financial relationships need "updating" with passport/driving licence, now, should you wish to contact them?

No, but if you deal with the fraud department of a bank on a suspicious transaction with possible identity theft etc, they can do enhanced checks on you.