Lloyds Verification OTP System Failure

nickdirect

I've been unable to login to the Lloyds website to do my online banking for over a week. Lloyds are no longer sending out a passcode to my mobile, so I cannot complete the last stage of the login. I am also unable to use my Lloyds credit card online because the transaction verification OTP is not being sent to my mobile. Lloyds have confirmed they are aware of the problem, but they have failed to fix it, despite repeated requests. I have not had any problems previously and have not made any changes to my account or mobile or home phone. The alternative home phone verification process is also not working.

Lloyds haven't told me the cause of the problem or how long they expect it to take to be fixed. They also haven't offered to contact me when it is fixed, so I'm having to repeatedly phone their customer support to try a find out if they are making any progress. I have transactions I need to make which are becoming increasingly urgent. This is all very frustrating.

Has anyone else had similar verification problems recently?

friolento

Can you use the app instead? Despite a sluggish login, it’s working without further issues for me. I have not tried online banking.

Yorkie1

Albeit not a satisfactory solution, do you have a different bank with a separate banking group, from which you could make the urgent payments? If necessary and possible, go into a Lloyds (or possibly Halifax?) bank and do a transfer to that other account?

SevenOfNine

No, not having any problem with Lloyds or verification codes, though I often pick landline as I'm sitting next to it, mobile could be anywhere in the house!

Personally, I'd have instigated a formal complaint by now.

nickdirect

https://forums.moneysavingexpert.com/discussion/comment/81936356#Comment_81936356

I submitted a formal complaint on 18 March. The submission process states that they will contact me within 4 days and that full resolution can take 3-4 weeks. It is now 8 days later and I have heard nothing from Lloyds about my complaint.

SevenOfNine

https://forums.moneysavingexpert.com/discussion/comment/81938514#Comment_81938514

That's outrageous & infuriating. I'd probably submit another complaint regarding their failure to meet their own complaints procedure! Customer care zero out of 10.

Lloyds shut a load of branches, you can't get anywhere on the phone, & even formal complaints aren't helping. Do you use X, they're on there under @LloydsBank you can message, obviously no details but give them a prod, they claim "to answer customers queries", you're sitting in the lurch it's not good enough by a mile.

I'd send a link to this conversation in the direct messages 😁

nickdirect

I received a letter in the post today from Lloyds saying they are going to assign someone to contact me about the complaint I submitted 2 weeks ago.