My 11 year old daughter wanted to open a bank account and Lloyds was our closest branch (during lockdown 1). We were advised online that we must phone for a telephone appointment to set up the account. We did so and were told to wait for a phone call from the branch to set up the account - none ever came. Called again, again told to wait for a call- no joy. Called and was told to visit branch without appointment but with passport and ID to set up account - did so and was told by branch that we needed an appointment. So we made one (waited 2 weeks), all went smoothly. Phew! But then my daughter put in her online password incorrectly and the app told us we needed to call with reference number to get it reset. So another nightmare ensued... First advisor we spoke to kept putting me on hold for 10 mins plus at a time, and eventually hung up on us. Then we called again and spoke to the rudest, most obnoxious male advisor I have ever had the displeasure to encounter. He was sarcastic, shouted, and even the way he said my name was oozing with meanness. He kept shouting 'you're not listening!' but in reality he was the one who didn't listen. Eventually he hung up on us shortly after my daughter commented on his rudeness. We had only been calling to get my daughter's online password reset! Apparently the only way to do this is to go into a branch during a national lockdown in a pandemic, when our area has 800+ cases per 100,000! I promptly called back to make a complaint about the ridiculously bad experiences I have had with this bank. I stupidly switched my current account to them, lured by the £100 switching bonus and the closeness of our local Lloyds branch, but will be switching away ASAP after this terrible customer service experience... and guess what? My daughter STILL doesn't have her app up and running so can't check her balance etc. Apparently my complaint has gone through to the complaints team and I'll get a phone call from them (When? They don't know, so probably never). Already spent 3 + hours on the phone with them today. Truly disgusted with our Lloyds experience, would give 0 stars if possible.