Lloyds Banking Group Reviews 

Their customer 'service' doesn't exist. Waiting time on the phone 40 minutes. On line messaging, useless.

I know we have all been through it a bit lately but...... (Updated)

By way of context, my roof was damaged in the big storm last February and it has taken this long to get a contractor to quote and commit to carry out the repairs. I need to speak to Lloyds Home Ins but they don't respond to either email nor answer the phone.

I would ask, who, at a senior level within Lloyds Banking Group has listened to the Home Insurance telephone auto-attendant (call answering system on 0345 604 6887) recently? I'd bet not a single one of them. This isn't their fault as they probably don't have to use it. But their customers do and this is the important part.

Firstly, regardless of the season, time of day or day of the week, as a call is answered, the recording always states they are receiving extremely high call levels due to the recent bad weather; even if there hasn't been any bad weather (like today).

Then it comes to Covid-19 apology and how staff are still working from home and you may experience lower sound quality or interruptions on the call (not exact wording but you get it).

So, my interaction on the phone with this company is as follows:

1. They tell me a fabricated excuse for not answering the phone - as a customer, we have no way of knowing their call demand so they can always fail to answer the call quickly as we would wish them to. Making customers wait longer allows reduced staffing numbers. So, it leaves a negative impression

2. Covid is long gone as a reason for a service to be poor quality but, by continuing to use this excuse, we are told to expect the service to be less than desirable. Negative impression again

Staff working from home is a business decision at this point. It reduces business overheads and may even allow fewer staff working. This equates to unacceptable service standards which we, the customer, have to endure.

As a Lloyds Business Banking customer, having multiple business and personal insurance policies with them, I can assure them that at the first opportunity, I will cease being a customer at all over this charade they call Customer Service.

FOLLOW UP ON THE ABOVE:
Lloyds staff contacted me soon after my TrustPilot review was published. They called my personal mobile which rejects unknown callers (not in the least bit unusual these days). I called back the number that called me, but guess what, it doesn't accept incoming calls! It plays a recorded message stating "Lloyds Bank Insurance tried to contact you today, we will try again soon.'

I then received an email with a link to upload documents or to update my claim. Guess what? The link doesn't work. You can't make this stuff up.

The outcome of their incompetent attempt to assist me has made things even worse. I will now write to the Chief Exec and hope that at that level someone actually knows how to keep their customers.

It is really RIDICULOUS how Credit Card Management is working. Since two weeks I am trying to resolve why my credit cards are not working. There is always a queue about an hour or longer. After 45-60 minutes someone is just hanging out your call. I've tried to call again and the lady told me in the system everything is working okay and didn't want to help. So if there is a huge problem with review the card so maybe I should start to have a problem with paying the money on the card?

Last Autumn (2021) We decided to reorganise our savings. This included cashing in 4 insurance bonds held with 4 different companies. Our IFA had no problem getting information from 3 of them, but Clerical & Medical took over 3 months to produce the figures he wanted. They even gave us £50 compensation for all the delays. The other 3 bonds encashed quickly and easily without any fuss.

Early April this year (2022) I filled in all the required paperwork to encash the C&M bond. They said it would take 10 to 14 days. 4 weeks later they come back with a demand that we provide 2 CERTIFIED copies of forms of identification for my wife, the joint bond holder. Note not me, just her. Why? We have been dealing with them jointly for about 20 years. There has been no difference between the two of us on that score. What's sauce for the goose is sauce for the gander.

Certification requires the copies be stamped by either a solicitor (additional cost) or we can take them to a branch of the Halifax or Lloyds bank. We decided to do the latter and went into town this afternoon at 3:30. They had both shut! We will have to go back another day.

Needless to say I'm disgusted with all the members of this banking group we've come into contact with. Time wasters. Delaying tactics. Excessive and arbitrary bureaucracy and branches that are closed when every other bank and BS in town is still open for business another 1 or 2 hours.

We still haven't got our money out of them after 6 months faffing about. I will never have any further dealings with them in future.

Later, more woe.

With my wife's IDs duly certified by Lloyds Bank I thought we'd be done. But no! A couple of weeks later they were back demanding the same certified IDs for me, which required yet another trip to town.

And at last we got our money back.

Why didn't they ask for both IDs at the same time?
Why did they ask at all when none of the other bond companies did?
Why were they shut in the middle of the afternoon on a weekday?
Why did they take so long to do anything?

Do Lloyd's Bank not understand how people use a mobile phone nowadays and the urgency to replace one that is subject to a claim. Lloyds Bank is so out of date that they think you can do without your mobile phone for a week while they go through all their procedures.

I have an old account with Lloyds Bank, which I would like to cancel. I spent 15 minutes on hold, and when I spoke with someone I was told to go into a branch. I politely asked why it couldn't be done over the phone, and the lady repeated "go into a branch" and then hung up on me.

Ended up with Lloyds Bank Insurance as the underwriters of my home and contents insurance. Bought through Hastings insurance who were the brokers.
Our property got a lot of storm damage in Nov 21. Lloyds have refused to pay out because apparently having a roof blown off in a storm wind is wear and tear. If your unlucky enough to have Lloyds bank insurance as your underwriter. Do not let them send out their builder, get your own quotes. Take lots of photos.
Lloyds appointed builder thought it was appropriate to take a photo of my wife… which was included in the insurance bundle!!!! They took photos of parts of the house that were unaffected by the storm… this apparently is ok if your Lloyds bank insurance
Absolutely terrible company and will do everything in their power not to pay a insurance claim. My claim is now going to the Financial Ombudsman. I have learned a hard lesson to check the underwriter and personally I won’t touch anything that Lloyds bank insurance claims to insure.
They will write a reply to this, but to be honest it’s just crocodile tears…
Your money your choice… my choice is NO to Lloyds Bank

Requested some more details on their Quality of Life survey which in previous years they were happy to give but now they refuse.

Very poor customer experience. Waiting times, being passed around, systems that don't link up. If you are thinking of signing up, then you may wish to consider a bank that has got it act together.

I have had the BEST customer service today from Lloyds Banking. They should be rated 5 ⭐️⭐️⭐️⭐️⭐️ It’s just makes life so much easier when you are dealing with professionals who are really good at their job and can help you. Absolutely made my day👏 . Amazing team. Grrreat Service. Thank you so much Lloyds customer service team.
Happy New Year. Mrs Cameron

Avoid Halifax Home Insurance at all costs. Made a small claim for storm damage and apparently staff get paid a bonus to decline your claim. Said wind speed was 54 mph and they require it to be 55mph. Wind speed measured 10 mile away from our house. Now referred the crooks to the Insurance Ombudsman. Look elsewhere there are plenty of reputable companies out there

This is the worst car insurance I've ever dealt with...avoid at all costs, unless you are happy to be on hold for hours on end trying to sort a claim out.

I contacted Lloyds Telephone Banking today as I wanted to make a closing payment on my Platinum Credit Card. I went through Security etc and was then transferred to a further department who would also Close the Account?
The representative I spoke with asked why I wanted to close and i explained I had no further use for the card.
He proceeded to then offer further benefits/talk over myself which was REALLY Rude/Annoying.
I asked him to take payment and close the card - he proceeded with his Auto-Pilot so i ended the call.
Lloyds Banking Grp, when a Customer tells your Employees they have NO FURTHER USE for your products, please tell them to LISTEN and NOT talk over people.
I will now make the payment to clear my balance and cut the card up.

Jaz from customer service is brilliant then the lady before was brilliant but the one before her was lovely mannered just didn’t have a clue!! I’d love to give Jaz a 5 start but the fact I spent two hours on the phone doesn’t warrant a 5 start so I apologise mate! But you done a great job! And I appreciate your time!

I have spent 4 hours trying to access my online account. I appreciate that security is important but they failed miserably to address the situation. Interestingly, they now try to resolve complaints at the time - which is fine if the complaint is straightforward. Mine wasn't!. So after spending an interminable amount of time writing the complaint up and reading it back to you they promptly tell you that they are not going to uphold the complaint! No thorough investigation to establish the root cause of the issue.
Lloyds - I can see that you don't bother reading these reviews - it is time you did. I have been a customer for 42 years - but I will be changing to an alternative with good customer service such as First Direct.

They have closed every branch near me for miles.
By your side !
Disgraceful , should be struck off as big as they are.

Pathetic bunch of scumbags!
After passing all of their numerous security obstacles I am now locked out of my Lloyds accounts. This stupidity is compounded by the fact that no one is answering the phone that can actually help.

These are the lowest, they don't seem to bother where you are located or what your circumstances are, they just stop the account movements and indeed any account operations on a bloody whim. The least one would expect is for a bank to have a proper manned, working contact number in case of problems caused by their incompetence.

I have been with these a few years now, but being out of the UK and relying on internet banking through Lloyds has been a serious error.

Lloyds and myself will be parting company as soon as I can get them to answer the phone. One thing that One does not want is an unreliable bank.

2:45 am before the phone was answered, before that I was in queues quoted as fifty minutes to an hour, which on an international number is not acceptable.

The service was pathetic, when challenged they seemed to think locking people out of their accounts was a good security move. The incompetents obviously didn't think a phone service was required to supplement this.
Now I am trying to close the accounts and even though a representative told me that my money overpaid many months back and residing in my credit card account would be refunded, it wasn't, and they want 3.5% to take my own money from the card account!!

The lunacy is beyond belief.

I have been with Lloyds for a few years, did not feel the need to change until I changed my car, I asked for my insurance to be transferred to my existing policy and was refused! they offered a new policy double of any other insurance company and to get out of the policy they could not maintain I was charged over £100. then I get a threatening letter because they only took £4.20 instead of £42 DD. I will never use them again and I will not be recommending them to any who give a wide birth!

I have spent weeks and weeks and weeks on the phone trying to sort out the Cardnet PCI Compliance. When eventually you get to speak to a human being - one of 2 things happen, they either put the phone down or they just dont know or care how to help and so they just pass you from pillar to post. I am sure i have made more than 25 calls to them. In all my years of working they have to be the worst company to deal with. Its a big con anyway why should we be charged for some stupid administration and they wont help because if they dont help me become compliant they will still get paid ! So its not in their interest to help because they might lose their job if the charges dont come in. I want to live on a desert island where im not having to please other people and give them passwords and be compliant !

This banks is s joke when deals with bereavement dealing with is bad enough and Lloyd's add to the by taking a long time to sort this out in readiness to close my mothers account cock up after cock up had to keep calling them and going through everything time and time again given times but not met.
Untter and total incompetence at a time when you least need it.
You need to get a grip with this Lloyd's
M j cahill