Lloyds Bank has issued a reminder to its customers that a bank card is required for over-the-counter cash withdrawals at its branches. The clarification follows a customer's frustrating encounter when attempting to access a basic service without their card.
Customer's Frustrating Experience
The dissatisfied customer took to social media to express their anger after being refused a withdrawal at a Lloyds branch. They wrote: "So let me get this right, Lloyds, I can't take money out of my own account when I ask at the counter due to a damaged card, despite me having access to the app and ID too?" The customer informed the bank they were considering switching providers, stating: "It's my money, maybe I shall take my custom elsewhere."
Lloyds responded by first asking what the customer had been told by branch employees and whether they had reported the card as damaged through the Lloyds app.
Conflicting Information at the Branch
The customer explained they had attempted to withdraw £170 and had provided photo ID, yet had been refused. They claimed they had received conflicting information from staff: one employee said they could withdraw up to £100 without a card, while another stated the maximum was £50. The customer confirmed they had reported their bank card as damaged but had left it at home.
Despite their frustration, the individual was keen to exonerate the branch staff. They said: "The staff themselves, by the way, were very pleasant. It's not their fault, they're just going by what they've been told. The advice was to come back with my card."
Lloyds Explains the Rules
Lloyds responded with broad guidance on making withdrawals. The banking group said: "With your card, you can withdraw as normal within your account limits. Without a card, please bring as much ID as possible. The branch will assess and may process the withdrawal if satisfied. Larger amounts may need manager approval."
Lloyds also asked whether the customer had brought their damaged card and whether they had requested a replacement. The customer revealed they had already ordered a new card and had resolved the problem by transferring the money to a different bank.
Final Advice from Lloyds
Lloyds offered one final piece of advice: "Just to let you know, when visiting a branch to withdraw cash, the card is required. Thanks for using an alternative option in the meantime, it's much appreciated."
