Lloyds TSB Internet Banking www.lloydstsb.com

The new Lloyds online banking is dreadful! Transactions are now shown in reverse order. Whoever thought that was a good idea?! The statements are no longer numbered. Numbering was helpful, particularly when sorting printed sheets. Having gone to ‘print’ page, I cannot return to my account. The only way I could get back was by going into my computer history. I was surprised this worked because previously going back a page in this way resulted in being timed out for security reasons. Previously I could print one statement all on one page. The new system prints one page of transactions then takes half a dozen onto a second page and wastes my printer ink printing three quarters of a page of banking blurb. I haven’t tried doing anything else because I was so frustrated, I just logged out.

When I opened a Lloyds account in 1972 it was widely regarded as the best of the Big 4 banks (Midland, Barclays ad NatWest were the main competition with Coop and Yorkshire banks in the north; the Scots banks only operated in Scotland). Over the years there has ben a steady deterioration, but this has become much worse over the last five years.

My experiences includes having cheques bounced, even though there were sufficient cleared funds in my account, debit cards that lock up for no reason (and then being patronized by staff who think I cannot understand how to use them), on-line transactions being blocked for no good reason, and fraudulent activities in the account that Lloyds never adequately explained despite requests. I have been talked down to in branches, made to stand in long queues while a single teller does the lunchtime shift, despite other staff standing around chatting. and having staff slam down their screen as I walk up the counter. And don't get me on to their improved on-line banking system.

I made the mistake of trusting savings to Lloyds Private Banking, who managed to lose 1/3rd of it in 18 months through poor investment choices. The last straw there was the Scottish referendum when I wanted to move investments to safety - no-one was available to speak to in the two weeks before the referendum and a Yes vote would have been financially disastrous as Lloyds had managed to invest most of the money in Scottish companies and investment funds, mostly owned by itself (and readers should be aware that Lloyds is technically a Scottish bank - funny that). When I wrote expressing concern in late September 2014 I received a phone call offering me the chance to discuss my concerns with a 'consultant at the end of March 2015, a mere 6 month wait for a chat (is that a record?). So I moved all the investments to a company in London; Lloyds did not even bother to ask me why.

I have since concentrated on moving my current account and recently switched to one of the smaller challenger banks, who have been very helpful and keen to get my business. Last month I finally went into Lloyds and asked at the counter to close my account, which was done there and then by a rather bored girl who did not ask me why.

A few days later I received a general email asking me to complete a survey on why I had left (nothing as sophisticated as a personal letter asking why I was leaving after 43 years). I attempted to complete this, but, guess what, all the links were broken, so I could not progress beyond the first page. So they don't have all the comments I was looking forward to making about their complacency, laziness and general incompetence. I suspect they don't really want to know.

Lloyds goes through the motions of being a high street bank but I find it difficult to think of any reason to use or recommend them. Even if it is the only bank in town I would still go to First Direct or something similar. It has lost the will to improve and will not do so until new management changes the 'can't do' corporate culture. A lot more people need to vote with their feet and wallets and switch to modern banks. Don't waste your time with these losers.

I understand that the interface has been redeveloped to work better with tablets, but the new site is simply appalling to use on either tablet or browser (my preference). Actions are now hidden from the statement pages and endless clicks are required to perform simple functions such as making payments or transferring.

The sorting by date on the statements now seems to sort by date but still shows the individual transactions back to front (ie most recent for a date at the top rather than the bottom). I used to be able to easily see a history of transactions against an account, in the order they occurred, either ascending or descending.

The screens are busy and information I could easily find with the old UI is now hidden or impossible to find - mortgage payment history, for example.

The old UI had a simpler layout with quick links for recent statement list or transfers. The new UI is a disaster. Bring back the old one.

Horrible interface. Return old one, please.

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The new internet banking upgrade is awful, awful, awful! please please return it back to how it was! None of the statements now make sense as you put the £0.00 amount the same, whether its a debit or credit! buttons have all moved to random places, I loved the old online banking, it was so simple and no wigets required which is why i stayed with this bank, i'm now considering moving my account completely!

Locked myself out putting in the correct details. Had to log onto main site and reset my details. Did this 3 times and each time I was told to call them. Could I get through, like hell I could. Told me the wait was 10 minutes.. Wonder why, because it's rubbish! Got through today and was told asked whether I had any issues with managing my money. This is utter madness! If I could log on properly, then I would be able to see what was going on with my account and MANAGE MY MONEY.!! In the end I was told I had 2 internet accounts and that I will need to go into a branch with ID as the information they have doesn't add up! Yes I will do that, but it will be to open a new account elsewhere! Advice, don't waste your time with this bank.

The minimum time it has taken to get through by telephone in the last few weeks is 12 mins, maximum 55 minutes (although this time I gave up!). I wanted to lodge a formal complaint about this as I care about this bank having been with them since I was a toddler, but guess what.....was kept so long on the phone waiting for customer services I hung up. I then phoned HSBC......2 minutes, straight though.

Unacceptable.

Never used to be like this.

Lloyds telephone people are lovely and helpful, but there's clearly not enough of them.

I can no longer recommend this bank.

Don't even get me started on the shambolic business banking set up - again, long long waiting times to get through, and took many months to set up an account with them. I regret choosing this bank for business, and am considering changing all to HSBC.

Started off well, but I now find so many problems and trying to call and get thru is a lengthy nightmare.

And today, roblems logging on again and the published phone number for assistance is the wrong one !

What an absolute shambles!!!! Never have I had so many problems with one company! And no matter how many times you bring to their attention about how poor their service is, it continues to plummet!! I have SUFFERED countless phone calls after phone calls about being over promised, being told something would happen not once, twice but on the third time of chasing them on more than one occasion about a matter on my account which was not then addressed, money was taken from my account when it shouldn't have, they reduced my ISA interest rate without telling me, NEVER update their systems or notes and the worst of it..... The staff!!! They are either employing monkeys, which I feel is a detriment to the staff in itself as they all come across ever so nicely, or they have no idea about company structure, procedures and TRAINING!! Never have I been told so many things by the same organisation; I quote 'you can't reduce your overdraft through internet banking', to be told later that I can; 'we will change your address for you so that you can apply for utilities', and then they don't; 'you can't close an account over the phone it has to be in branch', yes in fact you can; 'I wasn't told that I wouldn't be protected on insurances whilst I have to wait for them to refresh', to be told 'well I'm telling you now' when it's too little too late! The list is endless but in my frustration I can't think of them all. Over the past year it has been nothing but agro, and after they palm me off from making a formal complaint with£75 this bull is still happening! Never have I ever dealt with such an unprofessional company! And I've been with them for 15 years! Maybe all of the policies and trained staff followed TSB??

Logged on to change to paperless statements, clicked the link, terrible format, too much detail, asked to put my password in again - wouldn't recognise my password, locked me out, had to sit there while a robot phoned me, and then they asked me to call them up anyway! Called, advised for a ten minute wait. What's the point of that Lloyds?? Rubbish.