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Review of the Lloyds Bank, Classic Account:

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Utterly Horrific Experience if You Have Special Needs!

I would give Lloyds Bank zero stars if I could. My experience has been utterly horrific, and I would never recommend them to anyone - especially not those with disabilities or specific needs. Their banking app is completely redundant, as every payment I attempted was blocked with a message instructing me to phone them. I am very severely ill, speech-impaired, and require a relative to speak on my behalf, but Lloyds is not set up to handle customers like me. I first tried using the Relay service to call, but their automated system didn’t allow enough time to input my details before disconnecting. After three hours of exhausting effort on the Relay service, enduring long holds and being hung up on twice, in the end I was told I needed to call a different team at a different time! The next day, with my father’s help, we called again. Despite listing my needs on my application, Lloyds staff showed no understanding of what speech-impairment or severe neurological illness entails. I was forced to speak, despite my extreme limitations, just to confirm basic details. After all that effort, the payment still didn’t go through. A second call was required, where I faced a clueless representative who refused to proceed unless I kept speaking, despite my father being there to handle everything. The ordeal took 45 minutes and caused such a severe relapse in my illness that my paralysis is worsened. To make things worse, Lloyds refused to accept my parents’ Power of Attorney because my account was newly opened. In frustration, I decided to transfer my balance back to my original bank - only for Lloyds to block the transfer yet again, despite it being to an account in my own name!! This entire experience has been a nightmare. First Direct handles similar situations with a simple text confirmation system - no unnecessary calls, no reliving the same exhausting process repeatedly. Meanwhile, Lloyds is stuck in the dark ages, ignoring modern, accessible systems like app-based authentication codes. Lloyds have caused me immense stress, wasted my time, and made my health worse. I will never use them again, and I wouldn’t recommend them to anyone, especially not those with disabilities or complex needs. They're appalling and completely unacceptable. They failed me at every turn, from their lack of accessibility to their outdated processes and poor understanding of my needs as a customer with a severe illness. The fact that they forced me to endure such an ordeal - resulting in worsened health and paralysis - is not just frustrating but downright harmful. Their refusal to take Power of Attorney into account, combined with constant payment blocks (even for transfers to myself), shows a complete lack of regard for customer care and a failure to adapt to modern, inclusive banking practices. Reviewed on: 3rd December 2024

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