The bank explained how to get in touch about the issue
Lloyds Bank has clarified its processes for blocking customer payments. The provider set out its rules after a customer complained about being blocked from making any transfers out of their bank account.
The frustrated customer said over social media: “Tried transferring £5 to my daughter and internet banking wouldn’t let me. Disgraceful.” The person first posted about the issue on the evening of Friday, February 20, saying that they couldn’t get a hold of anyone from the bank. Lloyds responded to ask if the customer had been advised by Lloyds that their account had been suspended.
The customer responded to say they had not had any such message. Lloyds then asked the person if they had received any error message when they tried to make the transfer.
In response, the person said they had received a message, with the code 9200786. Lloyds told the customer: “That message means we’ve temporarily stopped the payment for security reasons. If you have access, please message us 24/7 through the Banking app or Online Banking and our team will assist you further.”
The customer responded to say they had tried messaging the bank in this way but they couldn’t help with the issue. The person said they would be “moving my money elsewhere” after their unhappy experience with Lloyds.
Lloyds responded to apologise for the incident. The bank offered further advice, saying the customer could also call the Telephone Banking team on 0345 300 0000. If you’re calling from abroad, the number to call is +44 173 334 7007.
The bank told the customer: “Advisers are available 8am–6pm, 7 days a week, and they can review the block and get your transfers working again.” In another case of an unhappy customer, a person recently contacted Lloyds to ask it to explain its customer fees.
They mentioned a “bank service charge” from Lloyds totalling £83, which they contrasted with a £9 fee from Monzo. The person asked Lloyds to explain its relatively high charges. The bank told the customer: “We understand charges can be frustrating. Our fees depend on the type of account and how it’s been used, and they can differ from other banks.”
They urged the customer to contact them directly if they wanted further help with the issue.
