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Are you still having issues with your Lloyds Avios Rewards Amex after the November hack?

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In November, Lloyds suffered a very serious fraud issue on the American Express cards issued as part of the Lloyds Avios Rewards MasterCard and Amex double packWe first highlighted it on HfP and it was picked up by a lot of the national press including the Daily Telegraph and Daily Mail.

A large number of fake cards – apparently with functioning signature strips – suddenly started being used across the US.  Someone had got hold of enough Amex card data to be able to physically create fake cards, presumably with some sort of fake card design in order to fool shop assistants.

The response from Lloyds was to block all of the affected American Express cards from working in the US and to re-issue them with new numbers.

A reader got in touch last week with an update on his situation.  Despite having got a new Amex card with a new number, Lloyds was still blocking it in the US.  This was a major problem for the reader who makes a lot of $ purchases for his small business using the card.

Before Lloyds actually admitted to this, in a later separate telephone call, he was fed a stack of nonsense from the Lloyds call centre:

  • “I was told (repeatedly) that it was the fault of the retailer as they were blocking it and Lloyds couldn’t do anything because it wasn’t them blocking it
  • I escalated to a manager but they just told me the same thing over and over and would not accept it was the fault of Lloyds and suggested I contact the websites about it.
  • When I told them it is happening on multiple US websites (I buy a lot of service for my business), I was told I had to speak to each of them individually as they may be blocking all American Express cards
  • I explained that my Amex-issued Amex cards worked fine, as did my Lloyds Mastercard and it was happening on ALL US websites so it must be related to my Lloyds Amex but they wouldn’t accept this at all
  • I was told this wasn’t affecting any other Lloyds cardholders “or they would have known about it”
  • I was told repeatedly and categorically that it wasn’t related to the recent “issue” in the US
  • I asked to make a complaint but was told this wasn’t possible as it wasn’t the fault of Lloyds and therefore all I could was offer my feedback”

Getting Lloyds to finally admit in a follow-up call that they were still blocking his new card was not the end of the matter, unfortunately.

His new Amex card is not earning any Avios.

Now, a small but significant percentage of Lloyds Avios Rewards credit cards do not earn Avios points.  No-one seems to have got to the bottom of this.  We first wrote about it here.  Lloyds promises to fix it for you in six months but in reality even that is beyond them.  They are at least now paying cash compensation to people impacted.

What is odd here is that the reader was earning Avios, but it was only when his Amex was reissued that he dropped into the minority who do not receive points.  It is all very odd.

Do let me know if you are still having issues with your Lloyds Avios Rewards American Express card following the November hack.


Want to earn more points from credit cards? – February 2023 update

If you are looking to apply for a new credit card, here are our top recommendations based on the current sign-up bonuses.

In February 2022, Barclaycard launched two exciting new Barclaycard Avios Mastercard cards with a bonus of up to 25,000 Avios. You can apply here.

You qualify for the bonus on these cards even if you have a British Airways American Express card:

Barclaycard Avios Plus card

Barclaycard Avios Plus Mastercard

25,000 Avios for signing up and an upgrade voucher for spending £10,000 Read our full review

Barclaycard Avios card

Barclaycard Avios Mastercard

5,000 Avios for signing up and an upgrade voucher for spending £20,000 Read our full review

You can see our full directory of all UK cards which earn airline or hotel points here. Here are the best of the other deals currently available.

SPECIAL OFFER: Until 21st February 2023, the sign-up bonus on the British Airways Premium Plus American Express card is increased to 35,000 Avios from 25,000 Avios. You can apply here.

British Airways American Express Premium Plus

35,000 Avios (ONLY to 21st February) and the famous annual 2-4-1 voucher Read our full review

American Express Preferred Rewards Gold

Your best beginner’s card – 20,000 points, FREE for a year & four airport lounge passes Read our full review

The Platinum Card from American Express

30,000 points and unbeatable travel benefits – for a fee Read our full review

Virgin Atlantic Reward+ Mastercard

15,000 points bonus and 1.5 points for every £1 you spend Read our full review

Earning miles and points from small business cards

If you are a sole trader or run a small company, you may also want to check out these offers:

American Express Business Platinum

40,000 points sign-up bonus and a £200 Amex Travel credit every year Read our full review

American Express Business Gold

20,000 points sign-up bonus and free for a year Read our full review

British Airways Accelerating Business American Express

30,000 Avios sign-up bonus – plus annual bonuses of up to 30,000 Avios Read our full review

Capital On Tap Business Rewards Visa

Get a 10,000 points bonus plus an extra 500 points for our readers Read our full review

For a non-American Express option, we also recommend the Barclaycard Select Cashback card for sole traders and small businesses. It is FREE and you receive 1% cashback on your spending.

Barclaycard Select Cashback credit card

1% cashback (3% for 3 months if you apply by 31st March) and no annual fee Read our full review

Comments (55)

This article is closed to new comments. Feel free to ask your question in the HfP forums.

  • Judge says:

    I was contacted due to fraudulent activity on my Lloyds Avios Amex. Confirmed not my transactions, card cancelled and issued with a new card. However, since then I have been unable to use my Amex online (I only use this account for foreign currency transactions). It doesn’t clear the security page. No problem using it in person abroad, and I can still use my Lloyds Avios MasterCard online. And my wife has no problem online with her Lloyds Avios Amex.

  • Richard says:

    Yes, I have had repeated problems trying to use the Lloyds Avios Amex card online, including with BA and Transport for London. When I have rung up to ask what is wrong they say it’s not a problem at their end; Lloyds say the transaction is just not showing up on their systems. They push the responsibility on to the retailer. When I then pay by ringing up the retailer and giving details over the phone, it works. Strange.

    Avios seem to be coming through but it is not easy to check if you are credited with the right amount.

  • Jovanna says:

    When I try to add my Lloyds Amex details to Lyft, Kabbee or Gett, the App refuses to recognise the card. The same thing happens on Award Wallet.

  • Chsrlie says:

    I almost feel like I’m missing out now by not having one of these cards (my long term strategy is the BA Amex + IHG for non-Amex spend).

    At least we (UK taxpayers) made some money from the sale of Lloyds so I guess we all benefited one way or another from them!

    • Graham Walsh says:

      That’s why I got one last month 🙂 However everything works fine on my first statement and no fraud.

      Question for others that have the Avios posting issue. Did it work then stop or did it never work from day one of card? Just so I know whether I need to keep an eye on it.

      What really baffles (and worries me) is their complete lack of interest in sorting it out and saying 6 months. If opening a new account fixes the “sync” issue, JFDI and manually credit the missing Avios. Are Lloyd’s really this dumb? No wonder I moved my current account of 20 odd years away from them a few years ago.

      • Alex W says:

        Never worked from day one. About 10 or 11 months now.

        I also had a Lloyd’s Avios Premier card a few years ago. I recall having a similar issue with Avios posting, but it was fixed quite quickly and didn’t break again.

      • Anna says:

        + 1 from day 1 which was back in February. Latest estimate is that it will be fixed by the end of Jan, I’ve got all my fingers crossed that I’ll receive duplicate avios and upgrade voucher! I’ve had £200 + £75 + £75 compensation.

        I have asked numerous times what the problem is and how they are fixing it; all they will say is that they don’t know because they are customer services and it’s an IT issue! So dumb or deceitful, I don’t know but I’m gobsmacked they appear to know so little about how their accounts work.

  • Hugh says:

    I have a Lloyds Avios Duo account and have been trying to change this for the Rewards Account as it has a better earnings rate and I can use it abroad. If you already have a lloyds credit card it won’t let you apply online. Twice in the week before Christmas I spent over an hour trying to get through to a human before giving up. Having read all this I can’t decide if I should risk persevering!

    • mark2 says:

      You might get lucky and get a compensation-paying card!

    • Alex W says:

      I had the same problem trying to downgrade from the Premier to the standard Avios rewards card. Said I wasn’t eligible to apply. I had no choice but to cancel the first card before I could apply for the other.

      Despite the hassle, I think it’s worth it, considering the compensation! It’s a great card especially the 29 months interest free on purchases, which is rarely mentioned. This has earned me £hundreds in interest on investments I otherwise couldn’t have made.

      If you need the Avios/voucher quickly though, beware it could take very long to get them!

  • KevMc says:

    Applied for the Lloyds cards a few days before the fraud reports, and have not had any fraudulent activity on my account. My points have also linked and posted correctly straight away, which was a little disappointing, as I was hoping I might get some of the compo and a large sum of Avios drop in to my account on 6-9 months!

    What struck me as strange when I applied for the card was the fact that it didn’t ask you for your Avios account number. Why rely on linking names and addresses when there is a perfect unique identifier easily available?!

  • James Ward says:

    I was one of the people affected in this fraud and re-issued with a new Amex card. Like the person listed in the post, I use my Lloyds Amex to buy various digital services for my business – most of which originate in the US.

    I also found the card was declined for most transactions on my recent trip to San Diego in December, although they usually went through if the retailer entered the card number manually into their terminal.

    After a couple of frustrating calls, I was finally informed that they’re still deliberately blocking USD transactions as part of their heightened security. But I was also assured that they would ensure I receive Avios as the 1.25 / £ rate even if I use the Mastercard.

    My most recent statement does seem to show the right number of points, although I haven’t got out my calculator to check yet.

  • Dan says:

    My Lloyds Amex stopped working for a few weeks during “the issue”. It is back up and running now though (and still earning Avios)

This article is closed to new comments. Feel free to ask your question in the HfP forums.

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