Had an issue where my PlayStation account was hacked and someone attempted to buy online games with my stored card. Lloyds sent a text to me asking if the transactions were by me, I replied no and promptly called them. My card was cancelled and subsequently reissued. Lloyds told me my acct would not be debited for the fraudulent transactions. All seemed ok. Then Lloyds sent an email to me saying thought would actually take the money from my account as the merchant said it has it was my card being used it must have been me making transactions. After 4 calls to Sony giving them serial number of games console etc they agreed it wasn't me Lloyds wouldn't have it and insisted the money would be taken from my account. Phoned Lloyds multiple times, absolutely shocking customer service, won't put you through to a senior colleague, can't leave your number for a senior person to call you back and customer agents just plain rude. Called into the branch to discuss in person and was pointed to a phone and told I could call a customer agent from there!! No one in the branch could discuss it apparently. Staff wandering around the bank floor with tablets asking if they can help but then saying to customers that actually they couldn't help and go and see the one cashier point open. Have banked with Lloyds since 1988 but will be moving my acct elsewhere.