Lloyds Bank Insurance
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APPALLINGLY BAD
APPALLINGLY BAD! I have been trying to help my disabled sister-in-law pay a bill through her Lloyds account which her app kept rejecting. I cannot believe what a DREADFUL experience we have had! First of all, clearing security by endlessly having to give her date of birth etc etc. They appeared to have no knowledge of her disability despite her having banked with them for over 40 years. The app evidently had a glitch which Geoff in the Newport branch - Isle of Wight was unable to explain. The only option on the app was EDIT as the CONFIRM button would not light up. Geoff appeared (at first) to be trying to be helpful but was unable to pay the bill on her behalf despite ample money in her account. He declared that the receiving bank had the problem because the recipient had not signed a Fraud prevention document but then discovered to his surprise that the account we were trying to pay the money in to was also with Lloyds. Offering to help, he put my sister-in-law through to the 'endless loop' recorded message again where she had to yet again go through security - even though Geoff told her she been cleared. This time we were hopeful but when the phone was eventually answered, his colleague was not informed of the problem and my sister in law had to explain all over again. This colleague also repeated the line that Angela did not pass their security clearance measures and she would have to put us through to someone else. We waiting for 36 minutes before we finally gave up. In the end I paid the bill through my account ( a much better bank) and she paid me back directly through the app. This shows that the problem was definitely with Lloyds. You need to have a serious review of how you help you blind customers as your procedures are so poor as to make them feel discriminated against. This is certainly how she was made to feel during the latter part of the call where Geoff's colleague was not prepared to assist Angela verbally. This lady needs further training. Really Angela deserves a full apology from Lloyds as she found the whole process both stressful and exhausting over three hours on and off the phone. Needless to say I am encouraging her to find a bank with a more sympathetic approach to the blind - just so she does not have to worry about payment of bills in the future.