Lloyds Bank has clarified how long new customers should expect to wait before receiving their bank cards, PINs and activation codes through the post after one account holder raised concerns over delays.
The update came after a customer contacted the high street lender on social media following a wait for their banking materials to arrive.
The customer said they had opened a Lloyds Classic current account on May 17 but had still not received their debit card, PIN or activation code more than a week later.
Writing to the bank on May 26, the customer said: “I've not yet received the activation, PIN or card.”
They added: “I know it's been a bank holiday but surely at least one of them ought to have gotten here by now?”
Lloyds initially responded by asking whether the customer had received any confirmation emails since opening the account.
The bank advised the customer to check folders outside their primary inbox in case messages had been filtered automatically.
A Lloyds representative said: “Please check your spam or junk folder too, as important updates can sometimes land there.”
Lloyds Bank reveals delivery times for cards, PINs and activation codes
|GETTY
The customer later confirmed they had received an initial confirmation email containing account details shortly after signing up.
They also said a second email had arrived on May 26 regarding setting up the bank’s mobile app.
Following confirmation that the emails had been received, Lloyds explained the standard delivery timescales for physical banking materials.
The bank confirmed that activation codes are normally delivered by post within seven to 10 working days to a customer’s registered address.
Lloyds also provided a telephone number for additional support, noting that customer service lines operate 24 hours a day.
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However, the customer explained they would not be able to make a phone call due to severe anxiety and other health conditions
| GETTYThey said: “I think people who work with the public ought to ask if they can call before giving them phone numbers.”
Lloyds later confirmed that bank cards, PINs and activation codes can each take between seven and 10 working days to arrive after an account is opened.
The lender advised the customer to wait until 10 working days had passed from May 17 before taking any further action.
The bank also suggested an alternative arrangement for customers who struggle with phone calls, recommending that somebody they trust could contact the bank on their behalf while they are present.
Lloyds additionally offered the customer the option of continuing the discussion through private messaging.
The customer responded by saying they would wait the full 10 working days before contacting the bank again if the items still had not arrived.
Lloyds replied: “No problem at all, please allow the full 10 working days.”
The bank added: “If it still hasn't arrived after that, feel free to send us a direct message, and we'll help further.”
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