In some cases, customers of Lloyds Banking Group did not receive money going into their accounts, but payments going out could still proceed.
For others, money had left their account but was not showing as a completed transaction on their statements with the app or online banking services.
The banks have acknowledged the issues and asked customers not to repeat any payments if they cannot see the transaction has gone through. If you have received overdraft charges through not receiving money due to the bank’s system failure, Lloyds has asked you to contact the provider’s customer services to address the issue.
The issues began on Sunday but accelerated on Monday (3 February) morning, with customers sharing their experiences on X (formerly Twitter).
One customer posted: “Can you confirm when your issues will be fixed? Payments have come out leaving me O/D, but my payments into acc[ount] aren’t there! I hope any fees/charges will be refunded!”
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Another added: “We are now massively overdrawn as payments have gone out but all our standing orders paying money in haven’t… arrived – assume you aren’t going to charge us penalties for this when it’s your system that is broken?!!”
A third wrote: “First Barclays had my money locked up for the whole weekend. Finally was able to access my funds this morning. Decided to move some cash to my LloydsBank account, only to see the transaction didn’t reflect on my app. Came on here to now realise LloydsBank also have issues.”
Lloyds apologised for the service drop and said it is “working to have everything back to normal”. It also told customers that deposits made in branches – which will reduce in number by 130 this year – will still be working.
The system outage happened the same day as Barclays ended three days of disruption with its online and app services.
The bank said the fault “was a technical issue” and not anything malicious.
‘Impact can’t be underestimated’
Jenny Ross, editor of Which? Money, said: “The impact of technical faults like these can’t be underestimated, and this latest issue is particularly concerning coming so soon after Barclays’ service outage this weekend, which left some people struggling to buy food and put house purchases at risk.
“Technical issues like these could be devastating for people who could miss important bill payments, find themselves unable to pay for essential services or risk going overdrawn – issues [that] could come with knock-on effects like late payment or overdraft penalties, or affect their ability to get credit or borrow money.”
Ross added: “Lloyds and Halifax must ensure customers are kept updated and are swiftly compensated for any loss resulting from today’s issues. Customers should keep evidence of impacted payments in case they need to make a claim, and in the meantime, anyone likely to miss important payments should contact the company involved to ensure they waive any fees.”
