Hundreds of thousands of customers of Lloyds Banking Group (LBG) have found themselves unable to make payments from their online accounts due to a computer glitch.
The problem affected both making payments and being able to check accounts online to make sure money supposed to arrive direct into their account had been properly transferred.
The outage affected all three of the group’s banking brands – Lloyds Halifax and Bank Of Scotland.
Customers, including businesses, took to social media to complain about the problem with one boss commenting: “Business banking – Friday’s wage payments have still not gone through on the company statement, despite assurances from Lloyds that this had been sorted. Cannot get through to speak to someone at the bank, and my assigned business manager isn’t picking up either.
Communications on this are really poor, and I have employees that have reported they haven’t been paid.”
Another complained: “OMG ! still not working, still cannot pay staff from Friday, no idea of my correct balance, no idea if or when any of these payments will be made.”
Failed to appear
A Leicester quality engineer had been notified that a client’s money had been transferred, but it didn’t appear in his Halifax account.
He said: “I got a notification of a transfer going in from the banking app… by 11 o’clock it hadn’t appeared. Then by midday it still hadn’t appeared”.
Up and running
A Lloyds spokesman said the systems are now back up and running.
He said: “However due to the issues experienced today there may be a delay in processing some of the payments that customers made earlier in the day.
We continue to advise customers that they should not submit a second payment, to avoid duplicate payments being processed.”
LBG has promised no customer will be out of pocket because of the IT issue.
Not the first time
It’s not the first time LBG have experienced online problems with accounts.
In July 2018 Lloyds and Halifax customers found they were unable to transfer money with a problem that appeared to linked to the Faster Payments system which UK banks adopted to allow money to be transferred from account to account within two hours.
But neither outage is comparable to the TSB meltdown of April last year which reportedly cost the bank 16,000 customer accounts and forced its chief executive to resign.
The problem was caused by a switchover from the computer servers of its former owner – Lloyds Banking Group – to its new owners, the Spanish bank Sabadell.
What should have been a simple switchover went badly wrong and almost two million customers were frozen out of their bank accounts, some of them for several weeks.