Lloyds Bank has explained its bank card rules after a customer reported having a frustrating experience. The person asked the savings provider for help as they were unable to do something online.
The customer explained that they wanted to request a new card as there existing one was set to expire soon. But they were seemingly unable to do this.
They asked: “Why is there not an option to request a new card because the old card is running out? Why is there only an option for stolen or damaged? The new card hasn’t arrived. And online chat is saying choose stolen. Why? Just put one in there saying card’s running out?”
In response, Lloyds set out the normal policy when a bank card is soon expiring. The group said: “Replacement cards are normally sent automatically before your current card expires, so there isn’t an option to request one for this reason. If your new card hasn’t arrived, please message us 24/7 via the app or online banking and our team can assist.”
But the customer replied to say they knew all this, but they still didn’t think the policy made sense. They said: “Just seems silly the need to message if it hasn’t arrived. Also what happens when you send a letter saying you’ve not used a card in 12 months therefore we’re not sending a new card out? How do you then request a card for that?”
‘You’ll need to send a message’
Lloyds Bank responded to explain that the case is different if you haven’t used your card for some time. The bank said: “If a card hasn’t been used for some time, a replacement won’t be sent automatically. To request a new card, you’ll need to message us via the app or online banking, so we can securely check the account. We’re unable to do this from here.”
If your bank card is damaged or you have lost it, there is guidance on the Lloyds website about how to order a replacement. You can do this through the app or via online banking.
The advice states: “When ordered, you’ll receive a new card within five working days. You can use the app to view your new card details while you’re waiting.”
You will need to have a registered address in the UK to use this service and order a replacement card.
