Lloyds constantly declining my debit card

friolento

For quite a few financial institutions, in particular Challenger Banks / Fintechs, the uploading of a Government ID and a selfie has been part and parcel of signing up. The dinosaur banks are slowly updating their customer files with this information, too. There’s unlikely to be mileage in objecting to this security measure as you will soon run out of banks which don’t require this information about their customers. After all, it’s also in our own interests if banks can easily identify imposters who might want to have access to our accounts.

booneruk

I fail to see the difference between walking into a bank branch (smile for the cameras!) to open up an account by handing a passport across a counter, and taking a selfie & photographing your passport within an app signup process.

I get that paranoia is sometimes the safest approach but you'll be cutting yourself off from a lot of services if you are that way inclined.

Kim_13

There’s no problem with uploading a selfie and document to an app (providing you have those documents of course, but I’d expect Lloyds as a high street bank to have the option for customers to visit a branch with a council tax bill/P60/paper driving licence.) I do, however, think there is a problem with links being sent like this - practices like these becoming the norm will inevitably mean someone handing them to a scammer, thereby facilitating financial crime rather than preventing it. When it is an app you navigate to an app store yourself and know that you are dealing with the bank.

If OP had never given passport/driving licence details to Lloyds before, then their numbers could hardly be used to verify that OP was who they purported to be when attempting to resolve the issue of their declined card transaction. They should have needed no more than DOB, address and characters or a security question to do this. If Lloyds had noticed gaps in their KYC, then they should have explained to OP that they needed to ensure their records were up to date and complete, rather than making it look like an overzealous security process. At being asked where I was born, having already confirmed the time of a transaction, I’d have terminated the call thinking that I had misdialled and was actually talking to a scammer.

Fault on both sides - anyone is more likely to get shirty after a long day so unless money has been taken that you were not expecting/you think your details are compromised, it’s best to leave calling the bank until the morning. When OP couldn’t remember that particular transaction or even before they got to that stage, the bank should have offered to hold the line/call back if OP preferred to get their documents. Or suggested that OP might check their app, if they have one, rather than saying that they would have to go to a branch if they could not answer the question. When your organisation continues to reduce its locations, it’s bound to cause issues if tell you tell someone they must do something in person. My nearest Lloyds is now a 12 mile+ round trip, and a decline of a routine debit card transaction looks to be something that isn’t the fault of the customer.

Was the transaction that OP could remember the time for perhaps of no use to the call handler, as the transaction they ask for is determined by the computer? In which case they should say so, as otherwise OP had provided a correct answer. I wouldn’t expect to need my documents to hand unless I was applying for a new account, and even less to not be provided the opportunity to go and get them if required.