Lloyds do not ever answer the phone - I know we're going through a pandemic, but this should not impact Lloyds to the extent whereby they have become completely useless to assist. (p.s I know there are good people at Lloyds, this review is more focused at those at the top making the decisions - pull your finger out, help your customers and your staff who are on the ground trying their best!) Every single month I recieve a letter containing 8 pieces of paper, stating that I owe a small amount of money on my Club Lloyds account (monthly account fees). 10+ calls later, tweets & attempts to pass recovery screens and I'm still sitting here unable to move forward with this - I just want to close the account and NEVER have to deal with a high street bank again. Furthermore, a negative credit entry has been published to my credit record every single month for the past 8 months, and I have absolutely no way of correcting this - this has had a dire impact on my ability to apply for a mortgage or credit options, and at 25 years old, this is appalling. Update: Today I FINALLY got through to someone, a nice lady who did their best to assist me, unfortunately they couldn't take payment from me because my account had been referred to the collections team. The lady made 5 attempts to phone various different numbers, however all of these numbers were closed, so despite the lady trying her best to help, she was powerless in the matter and so I'm still at square 1. My average working day starts at 8am and ends at 8pm, I don't have time to call Lloyds and wait in ridiculously long call queues. I'm extremely disappointed, and quite frankly if a debt collector turns up at my door for what will no doubt be £30, I will literally make my crappy Lloyds card ricochet off their vehicle. Thanks for nothing, you're not a bank that cares. Oh and btw the reward that SHOULD come with the card never got sent to me - The gourmet society card.. haha... Update 01/03/2021: A member of staff at one of the branches was able to provide me with sort code and account number, alongside a reference for the collections department, so I hope that this is my last ever interaction with this bank. I'm still very bitter towards this situation because the member of staff at the branch initially told me that the account had no negative charges on it, and had to make several calls to move this forward. Right now, I have a bad credit score which is going to take many many months to improve, in addition the Lloyds benefit which I should have been sent earlier in the year did not ever make its way to me, so I've effectively been paying for a sub-par service. The amount of £12 was referred to your collections team!! Seriously, £12!! You bloody spent more than that in paper lol, think of those poor trees that are getting cut down just so you can tell me that I owe a lousy £12... You literally ruined my credit score for what is the equivalent of 2 sirloin steaks in a supermarket. Conclusion: I don't think I'd ever bank with Lloyds again - I'm appalled by how bad your phone's are managed - there is a pandemic for goodness sake, why is the service so bad to the extent whereby ones only option is to visit a store!! No one wants to sit on the phone for 30+ minutes, it's ridiculous. First direct are a great bank, who go out of their way to provide an amazing service, I've never had to wait longer than 3 minutes to speak to someone - take a leaf out of their book, they are doing banking right! You'll probably never respond to this review but hey, I hope it helps someone in their pursuit to pick a good bank :)