Black Horse money box before - one of my most enduring memories of the Lloyds (TSB) Bank brand. But yesterday, my loyalty of over 40 years was put to the test.
I needed to pay in a cheque made out to me in my maiden name. The cheque was written by someone who I don't know and who it would be a hassle to trace, especially given that the huge sum involved was £7.49. My first encounter with the call centre went as follows:
Steve (not changing his name cos he's not innocent and doesn't need protecting): No, we don't accept cheques unless they are made out to the account holder. You'll have to ask the person who wrote it to change it.
Me: But...I live in another country...and I don't know her...and it's only a small sum of money...look, it's the name my parents set the account up for me in, 40 years ago...I can send you a copy of my marriage certificate...
Steve: We only accept cheques that are made out to the account holder.
Me: But...that's totally absurd!
Steve: We have to do it to stop fraud. We only accept cheques that are made out to the account holder.
Me: That's utterly ridiculous!
Steve: Thank you (puts phone down on me)
To cut a long story short, the next Lloyds TSB employee I spoke to was a human being. She sussed out immediately that a fraudster was unlikely to concoct such a story for a possible gain of £7.49. She did the human, sensible thing and contacted my branch. Yes, of course you can send the cheque there, with the marriage certificate and a little note to say we've spoken...is there anything else I can do for you...
When will service brands learn that they'll catch more fraudsters if they start acting and thinking like human beings. It would help their reputations, too.
Orthodoxy is toxic
1 month ago