Written on: 27/05/2011 by xdc103 (1 review written)
I have been a LLoyds customer for over 30 yrs and have numerous other accounts with other banks. I decided to change my normal practice and pay my Credit card bill via Lloyds internet facilities. It seemed straight forward and I received an autometed telephone call asking me to confirm numbers on the screen which I did. All appeared sucessful. However the payment was not made. Contacted their helpline having been hit by interest and non payment fees. They confirmed that all the steps had gone through except for the last screen which should have appeared after the automated phone call. Apparently the connnection dropped and this screen was not sent. From my perspective everything went correctly and my question was how was I supposed to know that they had aborted the transaction due to the fact that I did not receive a confirmation screen that I was not expecting. I am a Database Administrator for a major organisation and can not believe that Lloyds do not have feedback loops within their program to identify these issues which would enable them to contact their customers to ensure that they knew that the transaction had been aborted. LLoyds Bank helpline's attitude was that I should have checked my statement to confirm the payment had been made. I asked whether that was an admission that there were issues with their systems and that we should double check everything they do. Thew helpline then became very defensive repeating the the last screen had not been sent therefore the transaction had been aborted.