Why are some Lloyds Avios cardholders not receiving any points?

Regular readers will know that I hold the Lloyds Bank credit card operation in contempt.  It regularly manages to achieve levels of incompetence which other banks simply couldn’t match if they tried.

Who else, for example, would take five days to send out ‘refer a friend’ emails after you request them?  Fewer than 1 in 3 people who I refer for the Lloyds Avios cards actually manage to receive the email and receive the bonus points (my Amex strike rate is 80%).  

Who else would freeze your credit card on suspicion of money laundering because your spouse paid your bill from their bank account (as happened to me)?

Unfortunately, the Lloyds Avios Rewards credit card remains an excellent product.  It is the only credit card in Britain to offer reward points (of any kind) alongside 0% foreign exchange fees.  The Avios upgrade voucher you receive for spending £7,000 – which can be across the Amex and the MasterCard – is also a great deal for a solo traveller who might find the British Airways American Express 2-4-1 voucher useless.

So, as I say, I keep recommending the card regardless.

And yet …..

There is a group of cardholders – it isn’t clear how large, but many are HfP readers – who have never received a single Avios point from their Lloyds Avios credit card.

I have been receiving these complaints from readers for well over a year.  To be honest I didn’t take them too seriously at first because IT cock-ups with data transfer of points are a fairly regular event.  And, in any event, how hard would it be for Lloyds to manually send Avios a list of accounts and the points due?

And yet, when pressurised, Lloyds can do it.  What a surprise.

This is what happened to a reader recently:

Opened a Lloyds Avios Rewards credit card account

Received no Avios at all after 10 weeks

Lodged a complaint, told it would take 12 weeks to resolve!

Waited 4 weeks, lodged another complaint threatening a referral to the Ombudsman

Missing Avios arrived 4 days later

So, pressure works.  This reader also referred his wife for her own card.  After two months, she had received no Avios.  She complained and was told by Lloyds that it would take 26 WEEKS for them to credit her the missing points.

The good news is that Lloyds is now offering a defined piece of compensation.

If you are missing Avios points, you should contact Lloyds and say that you need them for an imminent booking.  Magically, the Avios will appear.  Lloyds will also pay you £150 in compensation.

Don’t expect any missing Avios to appear without intervention.  What is interesting, from all of the different cases I have seen, is that no-one has ever been told what the problem actually is, and customers who question the bank are told that even they don’t know.

As I said, that’s Lloyds for you.

Want to earn more points from credit cards? – December 2021 update

If you are looking to apply for a new credit or charge card, here are our November 2021 recommendations based on the current sign-up bonus. 

You can see our full directory of all UK cards which earn airline or hotel points here. Here are the top current deals:

British Airways American Express

5,000 Avios for signing up, no annual fee and an Economy 2-4-1 voucher for spending ….. Read our full review

British Airways American Express Premium Plus

25,000 Avios and the UK’s most valuable credit card perk – the 2-4-1 companion voucher Read our full review

American Express Preferred Rewards Gold

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

The Platinum Card from American Express

30,000 points and an unbeatable set of travel benefits – for a fee 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 Gold

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

American Express Business Platinum

40,000 points sign-up bonus and a long list of travel benefits 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

The most generous Avios Visa or Mastercard for a limited company 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 and no annual fee Read our full review