THOUSANDS of Halifax and Lloyds Bank customers were unable to access their account balances on Sunday morning.
There were technical issues with online banking and apps for users according to Downdetector and customer complaints.
The technical issue affected Halifax, Lloyds Bank and Bank of Scotland customers across the country and began at around 10.30am.
Furious users complained that they could not see their account details, including balances, when checking out online until the issues were resolved around 11 a.m.
A Lloyds customer said: “my online banking says I have nothing in my savings account current account, just say NA???!”
Another worried user said, “I have N/A displayed on all my online banking and need to transfer money to make a payment today.”
Halifax customers have also reported the same issue.
One complained to the bank: “Hi, your banking app is not working? Balance is showing as N/A and transaction list is not showing anything after March 7th.”
Lloyds, Halifax and Bank of Scotland are part of the same company, Lloyds Banking Group.
Over 2,000 problem reports with Lloyds Bank have been reported to Downdetector, which monitors technical issues and website outages, and over 1,000 with Halifax.
Lloyds responded to customers saying the issue should now be resolved.
The bank tweeted: “We know that some customers have had issues with online banking and our app. This should now be resolved if you try to log in now.”
Halifax responded to customers with the same message.
A Lloyds Banking Group spokesperson said: “We are aware that some of our customers had problems accessing mobile and online banking for a short time this morning.
“We’re sorry about this and our website and app are now back to normal.”
Lloyds Bank, Halifax and Bank of Scotland all have dedicated pages on their websites, which show service issues, including internet banking, mobile apps, ATMs, debit cards and credit cards .
Lloyds Banking Group has over 30 million customers across its brands.
Can you claim compensation in the event of a breakdown?
Unlike telecommunications companies, banks do not have a fixed compensation scheme for service interruptions.
However, depending on the impact it had on you, you may be eligible for a refund.
It’s worth gathering evidence of your problems so you can file a formal complaint with the bank.
Try to keep track of when you were unable to access the website or app, and any charges you incurred as a result.
If your credit rating has been affected by a service outage, because you received a late payment fee after being unable to complete a transaction, for example, you should also keep a record of that.
If you spoke to someone to try to resolve the issue, write down their name and the date you spoke to them, along with roughly what you discussed and what they advised you to do.
You can find more details on how to make a complaint to Lloyds Bank, Halifax and Bank of Scotland on their websites.
If you are unhappy with the way the bank has handled your problem, you can contact the Financial Ombudsman Service (FOS) free of charge.
This is an independent body that will review the evidence you present and make a fair decision on what action a bank should take.
What to do if you can’t access your money
If you can’t access your money and need to do so urgently, here’s what to do:
- Visit your local branch as soon as you can.
- If you can’t get there or it’s closed, call your bank and ask for advice on what to do.
- If the bank’s phone services are also down or busy, try reaching out to your bank on social media to ask them what to do. But remember: never share your account details on social media.
- Try to do this on the day the problem occurs so you can show that you’ve done everything you can to fix the problem.
- If you still can’t access your money, start gathering evidence to file a lawsuit.