Lloyds TSB generally give immediate decisions on requests for credit . Their customer service in - store can be variable, although their city centre stores tend to be more efficient, with less queuing than in those of other branches .
They can be irresponsible when giving credit, and quick to chase it up when payments are missed . They lack flexibility in their decisions, and their correspondence can come across as aggressive . Their call centre staff can be less helpful than branch staf
Promptness of service
Efficiency of service
Competitiveness of charges/rates
Online - Content/organization of siteNot Applicable
Online - Reliability/speed of siteNot Applicable
Online - Ease of applying for productsNot Applicable
Online - Investment trackingNot Applicable
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Aware that an unexpected cheque would be debited from my account, I phoned Lloyds to extend my overdraft by the £10 needed to cover it. This was authorised and I was assured that the extension to my overdraft would be immediately effective.
Over a week later I recived a letter stating I had been charged an overdraft excess fee of £20; the overdraft extension had not been actioned despite the bank's assurances.
I immediately phoned the bank, providing them information only the account holder could know. They gave me a stub number of a cheque used five weeks previously and asked me what it was for and the amount. As I did not have my cheque book on me and could not answer, the bank asked a second question, asking me to name the direct debits taken from my account. I named all five upon which the customer advisor said she could only accept the first one, but since I'd said Ikea instead of Ikea's financial sister company, Ikano, they refused to deal with my complaint and suggested I call them when I had the correct information.
I felt as if I was on quiz show! Such inflexibility was infuriating and patronising. I am currently still contesting this matter.