By 
Scores of people have been unable to login to their online and mobile banking at Lloyds Group, Britain’s largest retail bank, on the first day of the month – “bills day”.
The technical issue meant many were unable to make vital monthly mortgage payments and pay for other fixed costs or check direct debits or standing orders, sparking fears they will fall into default with their creditors.
Lloyds Group, which also comprises Halifax and Bank of Scotland, has more than 30 million customers. Around 13 million of these are deemed “active” online customers and nine million “actively” use mobile banking.
The firm did not say how many customers were affected, but confirmed the issue was causing problems across all of its brands.
Barry James, 57, from Warrington, said he was not able to get into his business account to pay his suppliers. As a limited company director, he is one of many to fall through the cracks in state support for businesses struggling during the coronavirus outbreak.
“We’re short on cash anyway and not being able to get our hands on the little money we actually do have to get by is adding to the stress,” he said.
He added that online banking had become even more important for his computer engineering firm as suppliers and clients were all choosing not to deal in cash, as it is deemed less hygienic than using cards and chip & pin.
“I’ve had a stack of £20 notes in my wallet for weeks but I can’t get rid of them,” he said.
Sue Corcombe, 60, has just retired from the NHS, where she worked as an ICU nurse, although she will be returning to help in the fight against Covid-19 after a month off.
She was expecting to receive a lump sum payment from her pension, but was unable to log in and see if it had arrived or not.
“I tried calling three times to see what was going on but the line went dead. From the looks of social media there were a lot of people having the same issues,” she said.
James Kennedy, a 43-year-old recruiter, was not able to log in to make his monthly mortgage payment, as well as a number of other monthly bills, including his car insurance. He said neither he nor his wife could access their accounts on any of their devices.
“It’s unacceptable from such a big bank. As a customer you don’t expect this from the main high street names,” he said.
A spokesman for the bank said: “Some of our customers are having issues with internet banking. We’re sorry about this. As far as we are aware, there were no issues in terms of customers’ salaries being credited into their accounts overnight. The issue has now been resolved."
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