Dear Loyd's Customer Service, I am writing to express my extreme disappointment with a recent experience I had while attempting to make a pre-notified transaction from my account. A few weeks ago, I proactively contacted your team to inform them of an upcoming large withdrawal. Given that I am currently outside the UK, I wanted to ensure a smooth and uninterrupted process. I was assured there would be no complications. Unfortunately, that reassurance could not have been more misplaced. My initial attempt to complete the transaction was blocked by your mobile banking system, prompting me to call the bank. I was assisted by a helpful member of the fraud team who guided me through verification and successfully released the payment. I also informed her that I would be making a second transfer the following day. She confirmed there would be no issue. Fast forward to the next day, I attempted the second transaction only to be denied once again. When I called for support, I was met with a markedly different tone and treatment. The representative—Monica—was not only discourteous but alarmingly interrogative. Her line of questioning was unnecessarily invasive, asking for details about my travel, location, and reasons for being abroad—all of which felt less like standard security protocol and more like suspicion-laced profiling. Despite repeatedly clarifying that I was the account holder and had followed all prior procedures, I was met with hostility and was informed, quite abruptly, that my mobile banking access would be suspended unless I reported to a branch in person. When I explained I wouldn’t be in London until June due to a family medical emergency, the response I received was a dismissive “Well, go then.” As of now, I am locked out of my mobile banking, unable to verify transactions, and relying on friends for financial support while abroad—all due to what appears to be an unnecessarily aggressive and inconsistent application of your internal protocols. While I understand and appreciate the importance of fraud prevention, the tone, handling, and utter disregard for customer dignity in this interaction have left me not only frustrated but truly disrespected. It is disappointing to be made to feel as if I am attempting to steal from my own account. I hope this matter will be reviewed internally, and that your team—particularly those handling sensitive interactions—are reminded that security protocols do not preclude professionalism or basic courtesy.