A customer with Lloyds was shocked to be refused the service
Lloyds Bank has outlined some account limit regulations that apply to all its customers. The banking group clarified the restrictions following a customer’s frustrating encounter while attempting to access a basic branch service.
The dissatisfied customer reached out to Lloyds over social media to express their anger. They wrote: “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 informed the bank they were considering switching providers following their experience: “It’s my money, maybe I shall take my custom elsewhere.”
Lloyds replied by first asking what the customer had been told by branch employees. The bank also enquired whether the individual had reported the card as damaged through the Lloyds app.
The customer explained they had attempted to withdraw £170 and had provided photo ID, yet had been refused. The customer claimed they had received conflicting information from staff at the branch.
One employee informed them they could only withdraw up to £100 without a card, while another stated the maximum they could take out was £50.
The customer confirmed they had reported their bank card as damaged. Despite their frustrating over-the-counter experience, the individual was keen to exonerate the branch staff over the matter.
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.”
Lloyds explains the rules
Lloyds responded with some broad 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 further queries for the customer to better understand their circumstances. The bank asked whether they had brought their damaged card along when attempting to make the withdrawal, and whether they had requested a replacement.
This is required
The customer revealed they had left their card at home and had already ordered a new one before visiting the branch. They explained they had ultimately resolved the problem by transferring the money to a different bank and withdrawing it there instead.
Lloyds offered one final piece of advice: “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.”
