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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.

  • S says:

    FWIW, I’ve never had a problem with mine and Avios are posted to my account on statement date without fail (so far)

  • Yawn says:

    I couldn’t use my newly re-issued Lloyds Amex card to pay for my New York Times membership, even though I actually pay in pounds rather than in USD. The customer service agent blamed American Express blocking Lloyds cards in the US to be safe. I hope the problem will be fixed by the time I visit the US in March…

  • Tom says:

    Got cards in November, no issues at all so far (using for everyday spending, across UK), Avios has been linked to my account (I received the confirmation from Avios a few days after I signed the letter and sent it).

  • JoeyJoJo says:

    I’ve been in the US for the last 10days. I’ve used my Lloyd’s Amex everywhere without problem (which is rare, they usually block any transaction more than 10 yards from my front door.)

    I was never affected by the original hack, and my avios earning has been fine.

    Hope I’ve not spoke too soon.

  • Keith says:

    I’ve had these cards for some years now as I’m a single traveller. The upgrade works perfect for me and I’ve used it twice with no problems.

    However, back in February 2017 my Amex card was used for fraud and reissued. The spend I had used before the fraud wasn’t credited in the following month. Called Lloyd’s who said it takes 13 weeks. Waited 13 weeks but they then said it was going to take 26 weeks. As an apology they gave my £175. They said they would try to fix it as it was only one month problem. Called up a few weeks later and they said I had to wait for 26 weeks when I chased so basically I had to wait 39 weeks! Completely ignoring the first 13 weeks. I made a huge fuss and got the points credited the next day and thought the issue was solved. Last week I get a letter from Lloyd’s apologising it will take until April 2018 to resolve and another cheque for £150. No complaints from me as the issue is resolved but that cheque got banked. Hey can keep sending me cheques all they like.

    It seems they have got issues with crediting points and no one really knows how to handle it when it goes wrong.

  • Josh says:

    I wasn’t part of the original fraud issue, but recently had my card declined during a genuine online transaction in the US.

    Phoned them, and while they wouldn’t acknowledge existence of the US cloning issue they said that this was a “special type of fraud decline” that couldn’t be lifted and retried, so I’d have to retry the payment on the Mastercard.

    I asked about the Avios I’d lose and they reimbursed as cash (I told them their Avios valuation wasn’t high enough so they doubled it).

    Following week – had the Amex entirely blocked because they suspected US fraud again. To get the block lifted I’d have to tell them that a particular ‘suspicious’ $1 pre-auth was legit, but they couldn’t tell me anything about who the payment was to, so I had no idea whether it was legit or not. Maybe just a routine pre-auth, but they insisted on cancelling and reissuing the card anyway.

    They said they couldn’t compensate for missed Avios because they were reissuing the card “for my safety”, but when I pointed out why that was BS they agreed to compensate cash. Then their colleague told me that the missing Avios would actually be AUTOMATICALLY credited on top… And then I had a letter to say that person was wrong, so they were sending another £50 on top.

    So, lots of time on the phone to them, but lots of compensation too. I’ll be checking closely that the new card is correctly earning Avios, and will be miffed if US payments get blocked again (I make a lot).

  • Ben says:

    In December I tried to purchase an airline ticket and the transaction was declined. It transpires that Lloyds had blocked my Amex and had neglected to tell me. I was in the US in earlier in the year and Lloyds fraud department took me through all of my transactions to check each one was legitimate. Having read about the problems with this card in November I had checked all of my transactions already.

    Following a lengthy discussion with the fraud department I was told that my Amex card would be re-issued. After making a fuss Lloyds gave me £38 compensation – I don’t know how they came up with that number!

    Following the card re-issue the Avios from my December statement did not appear on my Avios account, apparently this happening to everyone who has been issued with a new card following the November fraud issue. I complained to Lloyds again the Avios have been “manually credited” and I have been given £150 compensation.

    The time frame to fix the problem is 26 weeks, having spoken at length to the complaints Department it seems that the only way to fix the problem is one account at a time – but I was less than convinced that Lloyds actually have a plan in place to fix this problem.
    I have been given the direct dial number of a person in the complaints department who has promised to manually credit the Avios to my account each month if I phone her.

    Mulling my options going forward including dumping the card, before the annual fee falls due early in 2018.

  • wyvern says:

    I’ve had very similar issues (and similarly, different stories from different people at Lloyds as the matter developed). My Avios Amex card works fine when travelling and used in person, but none of the Avios Amex cards on my account work on US websites.

    Today their fraud department said that is that some of the original replacement Amex cards had also been blocked, and that the ‘unblocking’ of blocked cards is temporary only and auto-cancels after a while (effectively re-blocking the card), but any new cards issued from now onwards should work as normal. They have said they will issue new cards on my account, and that these should work as normal.

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