The customer said they were struggling to keep track of their payments
Lloyds Bank has shared an update on changes to its mobile banking app. The issue came to light after a customer said they were having issues keeping track of their transactions. The bank also shared some guidance on how best to use the app.
According to the Lloyds website, around 10 million customers use the mobile banking app. The app offers a range of services including account transfers, making payments and paying in cheque. You can also cancel your direct debits and change your personal details in the app.
The customer reached out to Lloyds via social media to suggest some new features for the banking app. They said: “I use it [the mobile app] for a credit card.
“Please add two more balances in the summary as well as the total – Pending balance and Confirmed balance. Would help quickly track new (pending) transactions.”
‘Always refer to this’
In response, Lloyds advised: “Credit card transactions will usually appear as pending in the app. You’ll also see both a current balance and an available balance. Always refer to the available balance, as this is the most up-to-date figure.”
However, the customer was dissatisfied with this reply. They told the bank: “It’s not a matter of knowing my current and available figures, it’s about checking account transactions against receipts and checking against my own transaction list. A pending total would help.”
Lloyds said thank you to the customer for elaborating on how they thought the app could be improved. The provider said: “I completely understand why having a pending total would make it easier to match receipts and track transactions.
“We really appreciate you sharing ideas that help improve the experience.” Customers can also access and download their statements through the mobile app.
Another handy function allows users to view their card details, and should a card go missing, this can be reported via the app, and you can also request a replacement card through the service.
