The £3 Club Lloyds fee, and refund, shouldn’t vary; they should always be on the second working day of the month. The refund is described as Club Lloyds Waiver on your account.
The extra £5 refund for the Club Lloyds Platinum account could well be paid later in the month. However, it’s still paid for meeting the criteria the previous month. The FAQs on Lloyds’s website state:
“If you meet the conditions for the discount in a month, you’ll receive the discount payment the following month, a few working days after you have paid the full account fee”.
Complaint handler called, tried to fob me off saying they’ve done all they can but are baffled why the card won’t add to Apple Pay.
Seemed like he wanted to close with no resolution.
I went through everything I’ve tried and they’ve tried; then went on to ask why it’s not been escalated to an engineer way above contact centre and guidebooks.
He went sheepish, and said he will raise it above ground level to see if they can fix it.
Someone within LBG will see what the problem is, and that is likely an engineer who built it or maintains it or whatever.
Front line staff won’t see the whole picture, only what they’re trained to look at/read out/try.
I did say a new iPhone would like resolve the issue, but Lloyds wont replace mine so that’s out the question, seemed like he had a giggle.
Edit: he was also surprised Lloyds had raised a request to visa (he’d not seen that on my account).
Very apologetic which is standard emptiness from any complaints handler (you can tell it’s just lip service to tick box).
I know your pain, I had an ongoing issue with my NatWest credit card not accepting balance transfers from my Lloyds credit card because apparently it was showing as an international account.
I went round and round in circles with customer support for ages. It’s very hard to break out of the front line customer services bubble when there’s an issue that is clearly very unique and nuanced and not covered by their day to day scripts and needs to be escalated to the engineering department.
They never seem to be want to believe it actually requires that if that makes sense. The amount of times they told me to just reinstall the app lol, and in the end it needed the engineering teams of both banks to work together to resolve it. I wish they had a better process for recognising issues that fall outside the 99.9% of day to day queries and have another team to escalate them to so they can assess what to do.