Lloyds Bank has issued an important update regarding its bank card replacement policy, affecting all customers. The high street bank, which operates branches in Birmingham, responded after a customer reported a frustrating experience with the process.
The customer reached out to the savings provider for assistance after being unable to perform a task online. They wanted to request a new card because their existing one was about to expire, but found no option to do so. The customer asked: "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 response, Lloyds explained its standard procedure for expiring cards. A spokesperson 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 was not satisfied with this explanation, noting that the policy seemed illogical. They replied: "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?"
Lloyds Bank clarified that the situation differs if the card has not been used for an extended period. The bank stated: "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."
For customers whose cards are damaged or lost, Lloyds provides clear guidance on its website on how to order a replacement. This can be done through the app or online banking. The advice notes: "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." Customers must have a registered UK address to use this service and order a replacement card.
