Lloyds Bank has issued new guidance for users of its mobile banking app after a customer raised concerns about how card payments and transactions are displayed.
The bank whose mobile banking app is used by around 10 million customers responded after a user said they were finding it difficult to track spending and match card payments to their receipts.
Customer Requests New App Feature
The customer contacted Lloyds via social media to suggest changes to how card balances and payments are shown in the app.
They asked the bank to add:
- A pending balance
- A confirmed balance
- As well as the current total
They explained that this would help them quickly spot:
- New card transactions
- Purchases still waiting to clear
- Payments that have already been confirmed
They said a pending total would make it easier to check their spending against receipts.
Lloyds Explains How Transactions Currently Appear
In its response, Lloyds confirmed that card payments usually show as pending before they are fully processed.
The bank said the app already displays:
- A current balance
- An available balance
Lloyds advised customers to rely on the available balance, as this is:
- The most accurate figure
- Updated to reflect pending activity
The bank wrote:
“Credit card transactions will usually appear as pending in the app. You’ll also see both a current balance and an available balance. Always refer to the available balance, as this is the most up-to-date figure.”
Customer Says More Detail Is Still Needed
The customer said the issue was not about knowing their balance, but about:
- Matching spending to receipts
- Checking transaction lists
- Tracking new purchases separately
They said a total of pending transactions would make this process much clearer.
Lloyds Says Feedback Will Be Reviewed
Lloyds thanked the customer for explaining the request in more detail and acknowledged that the feature could be useful.
The bank replied that it understood why:
- A pending transactions total
- Would make tracking spending easier
Lloyds added that customer feedback is used to help improve future updates to the app.
Other Useful Features in the Lloyds Mobile App
Lloyds also reminded users that they can:
- View and download bank statements
- Report a lost or stolen card
- Request a replacement card
- View card details securely
- Make transfers and payments
- Cancel Direct Debits
- Pay in cheques digitally
- Update personal details
The bank says it continues to review customer suggestions as part of its ongoing app development.