The bank explained how Lloyds customers can reach out for help
Lloyds Bank has shared an update to clarify its rules. The bank set out the payment rules that apply to customers after a query about new card details being sent out.
An account holder asked Lloyds over social media: “If I’ve got direct debits set up and you notify me of an upcoming payment that’s going to be paid but the card you mention expired, will the payment be made?” They went on to explain the reason for the question: “Because mine was recently updated with a new number but on the same account.” Lloyds responded to explain the standard rules that apply.
Normal practice
The bank told the customer: “As it’s a direct debit, then it is normally linked to your bank account. So if you’ve received a replacement card with a new card number, but the same current account remains open, your direct debits should continue to be collected as normal.”
In a similar question about new card details being sent out, another customer sent a question for Lloyds over social media. They said they were waiting for a card and had tried to contact the bank several times to get it activated to use in their Apple Wallet.
Lloyds responded to try to offer some help. The bank told them they could try getting in touch through the mobile app. In the app, you can select ‘Search’ and then ‘Message us 24/7’ to send Lloyds a message.
‘They can investigate’
The bank explained: “If you haven’t received your card yet, they can investigate and arrange a replacement if needed. Also, if this is a new card, you may need to activate it with a Chip-and-PIN transaction before contactless payments or Apple Wallet can be activated.”
When you get a new bank card, you often have to make one Chip-and-PIN payment before you can use the contactless function. If you are a Lloyds customer and you need a new bank card, you can order this through online banking or in the app.
Guidance on the Lloyds website explains that you can use this service “if your card is damaged or not working”. You will need to have a registered address in the UK to do this.
Once you have ordered your new card, it should arrive within five working days. You can view your new card details in the app prior to your card arriving in the post.
