Lloyds Bank has clarified its bank card rules following a customer's complaint about a frustrating experience. The person contacted the savings provider for help as they seemingly couldn't access a service.
The customer said they wanted to order a replacement card as their current one was approaching its expiry date. However, they were unable to complete this task. They questioned: "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 reply, Lloyds outlined the standard procedure that applies when a bank card is nearing expiry. 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." However, the customer responded saying they understood this, but still questioned the logic of the policy.
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?"
Not automatic
Lloyds Bank clarified that the situation differs if your card has been left unused for a prolonged period. 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." Should your bank card be damaged or if you have lost it, Lloyds provides guidance on its website regarding how to obtain a replacement.
This can be arranged through the app or via the online banking service. Their guidance confirms: "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 must have a registered UK address in order to use this service and order a replacement card.
