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

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

• S says:

  28 Dec28 December 11:06

  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:

  28 Dec28 December 11:12

  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:

  28 Dec28 December 12:28

  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:

  28 Dec28 December 13:09

  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:

  28 Dec28 December 13:14

  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:

  28 Dec28 December 13:56

  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:

  28 Dec28 December 18:42

  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:

  28 Dec28 December 20:09

  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.

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