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I am disgusted with the way that Lloyds Bank have treated me as a customer. I have been banking with Lloyds Bank for nearly over 10 years and have had no problems with them until recently.
I received a new cash point card from them only to find that it wouldn't work on the usual cash point machines that use. After contacting the bank, they informed me that as from now on my account cash point card could only be used at Branch cash points. If I wanted I could get a chip and pin card which would allow me access to my money wherever I wanted.
I promptly agreed and waited for my card. When that came, I still couldn't use it at the usual cash point machine and when I used it for my shopping I had to sign my name on the back of the receipt. So much for chip and pin! I contacted the bank yet again and was told that although I could use this card at chip and pin facilities, I could still only get my money from branch cash points. Not much use if you need to check your finances and the nearest bank is 15 minutes away from the shop.
I cut my card up and decided to stick the first useless cash point card that I had. Then I discovered that this card didn't work anymore because no one explained to me that you could only have one card. Oh the choices a cash point card (that you can only use at branch cash points) or a chip and pin (which you still have to sign for the transaction).
I decided that the easiest way to get my money from Lloyds Bank was to transfer my money via on-line banking into another bank account and that way I could access it from whatever cash point I chose. I set up a straight transfer for the sum of £12.00 and waited for the transfer. Nothing happened because the bank had charged me and they made my account overdrawn so I therefore couldnt transfer any funds!
Then I received a letter telling me I had insufficient funds in my account to pay the standing order of £12, they were going to charge me £20 charges and also try and send the money again within 28 days! I rang the customer helpline (0845 number) and explained that I had not set up a standing order, but a one off direct payment from my account to another personal account, so why was I being charged £20?
Wait for it.......
Apparently with Lloyds Bank, as soon as you set up any kind of transfer, be it direct debit or straight transaction, it is then classed as paying a bill it is automatically treated like a STANDING ORDER. You then get charged £20 if it doesn't go through, even if it was the bank that put you in arrears in the first place! It doesnt matter that the details of the account you are paying into clearly state that is it a personal account (mine was labelled mums account); it is still a bill and therefore a standing order.
I personally feel that this is a misappropriation of definitions and a misleading way to run any kind of banking system. There are no warnings stating that transfers are treated as standing orders. In fact anyone who banks online will know that there are three links to send money. One is transfers and payments, the other is direct debits and the third is standing orders.
This form of charging is I feel is a cheap way to get money out of the unsuspecting customer and in my case where I have the most basic account, its just a rip-off.