Lloyds Bank has clarified some account limit rules that apply to all customers. The group set out the restrictions it has in place after a customer had a frustrating experience trying to access a basic branch service.
The unhappy customer contacted Lloyds over social media to vent their fury. They said: “So let me get this right, Lloyds, I can’t take money out of my own account when I ask at the counter due to a damaged card, despite me having access to the app and ID too?”
They told the provider they were thinking of switching provider after their experience: “It’s my money maybe I shall take my custom elsewhere.” Lloyds responded by first asking what the customer had been told by branch staff.
The bank also asked if the person had reported the card as damaged in the Lloyds app. The customer explained they had wanted to take out £170 and that they had presented photo ID, yet they had been turned away.
The customer alleged they had received mixed messages from staff in the branch. One worker told them they could only take out up to £100 without a card, while another had told them the maximum they could withdraw was £50.
The customer confirmed they had reported their bank card had been damaged. Despite their frustrating experience over the counter, the person was keen to exculpate the branch staff over the issue.
They said: “The staff themselves, by the way, were very pleasant. It’s not their fault, they’re just going by what they’ve been told. The advice was to come back with my card.”
Account limit rules
Lloyds responded with some general guidance on making withdrawals. The savings giant said: “With your card, you can withdraw as normal within your account limits.
“Without a card, please bring as much ID as possible. The branch will assess and may process the withdrawal if satisfied. Larger amounts may need manager approval.”
Lloyds had some further questions for the customer to understand their situation.The group asked if they had taken their damaged bank card with them when making the withdrawal, and if they had ordered a replacement.
The person said they had forgotten to take their card with them and that they had ordered a replacement prior to visting the branch. They explained they had ultimately got around the issue by transferring the funds to another bank and making the withdrawal there.
Lloyds replied with some more word of guidance: “Just to let you know, when visiting a branch to withdraw cash, the card is required. Thanks for using an alternative option in the meantime, it’s much appreciated.”