Lloyds Bank has responded to concerns after a customer reported that account details had 'disappeared' during the transition from Halifax. The bank described the issue as 'known' and said it is 'usually temporary'.
Customer reports missing credit card
A customer contacted Lloyds via social media after moving from Halifax. They said: "I've moved over from Halifax and initially all of the accounts had transferred and the screen looked exactly the same." However, they added: "Now my credit card has disappeared and it’s saying I can't add it even though it's on the list?"
Halifax customers are currently being moved over to the Lloyds Bank brand. Both banks are part of Lloyds Banking Group, so the change is branding only and should not affect other account details.
Bank reassures customers
Lloyds responded to say the missing account details should soon reappear. The group said: "I understand it's worrying when a card disappears after moving to the Lloyds app. This is a known issue during the transition and is usually temporary."
The bank added: "Your account details and balances remain safe, and the card should reappear within a few days. If it doesn't, please send us a direct message, and we'll be happy to help."
How the move works
Halifax is contacting individual customers to invite them to switch. Guidance from Halifax states: "We'll send you an invitation in the app and online banking, so you’ll know it’s from us. It'll guide you through the process in just a few easy steps, with no passwords or memorable details to set up. We'll also email you around the time the invite will appear, so you don’t miss it."
Key account details will remain the same after the move, including account numbers, sort codes, policy numbers, roll numbers, card details and PINs, standing orders and direct debits, and payments and repayments.
