To Think That This Is Ridiculous (Fraud Block On My Card) & That Lloyds Fraud Dept Could Have Done More ??

[RockinHippy]

I'm away from home, in a town I visit very often as my DF lives here, my DM too before she died several years ago. Today, twice my card was declined in 2 different shops, both purchases under £15.

I panicked after the second one, as you do, as I know there is plenty of money in the account. So rang the bank for help - 20 minutes to get through, the usual ream of security questions, to be told there is a "fraud block" on my card & I will need to speak to that department - further 20 minutes on hold whilst they pass me through

Turns out they have blocked my account for 2 reasons, 1, I made 2 transactions with Vodaphone on the same day - something I do EVERY month, as I'm topping up mine & DDs mobile phones. 2. I have made several transactions in Liverpool, which I was told is a high risk area for cloned cards - turns out to be Merseyside as I am not in Liverpool, but Southport, "several transactions was actually 3, all under £20

. I asked why my account history wasn't checked before blocking my card, as it would show that I have been visiting & using this card here & in Liverpool itself every 2-3 months for some 20 plus years. It would also show that the double Vodaphone transaction happens every month.

They guy could not give me an answer, other than "its all automated" Nor could he help me by unblocking my card. Not even when I told him they have ruined my stay here as I have no other cards with me & that I was meant to be treating DD to a clothes shopping spree & DF to a meal out tonight.

Despite my telling them a whole load of details of comings & goings into the account, they insist it can still only be unblocked with a pin number, they say they have left on my answer machine - at home, where I am not & DH is away too. Otherwise I have to go into the local branch tomorrow with photo ID - as I don't drive & don't need a F""ing passport to travel to Southport, I have none, so 1,1/4 hours of hanging on my mobile phone later, getting nowhere & I am still shafted

Basically its ruined our stay, we have no money to do any of the things planned & means we have to go home early.

DH isn't at home, doesn't have our joint & main account card with him, but thankfully he had the idea to transfer the bit if cash he could access into DDs bank account, which will at least mean we can get home comfortably

AIBU to think this is one big F"" up on Lloyds part & they should have been able to do more to help

RockinHippy yep. I'd raise a complaint.

Glad you got it sorted & customer services are looking into your complaint. I'm sure you'll get a fast response from them

Just by way of an update...

Customer services rang me today, very apologetic, though even they can't access the phone calls etc between myself & the fraud department, looks like they are a law unto themselves

I said my piece about how silly the system was, they agreed, but of course cant change it, but would pass my comments on as they get a lot of the same type of complaints. Offered a refund to cover the ridiculous amount of time I wasted trying to sort it out, whilst on my mobile phone & £100 compensation which I accepted. Cheapskates really considering the grief it caused me, but at least they offered & my card is now working, plus they have made sure my mobile number is now on the account as it was meant to be, so I should never be put in that situation again - phew!

It's good that they're apologetic. Compensation a bit of a drop in the ocean compared to your actual loss really. Especially if they were supposed to have your mobile on the account instead of your home phone anyway, so even more their fault! Lloyds could never keep our personal info up to date - I could not understand how they managed to make such a complete hash of every move and name change. It was a Kafkaesque farce!

Hope you're having a relaxing time at home and planning something nice with the compensation and money you didn't spend!