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Gloucestershire Business News

Lloyds to close abusive customers’ accounts

Lloyds Bank customers who abuse call centre staff could find their accounts get shut down.

The bank, which has a headquarters in Barnwood, is piloting a scheme where it cuts off abusive callers and plays a recorded message saying they have ended the call as they were unable to have a constructive conversation, as reported by The Daily Mail.

The message goes on to say that the call will be reviewed and the bank may need to close the account, in which case they will write to the customer and let them know.

The message will only be used after warnings from call centre staff to customers about their rude or abusive behaviour. The staff member involved will be able to advise their manager on the action they think should be taken.

The move follows a rise in abuse of staff during the pandemic. Staff on the phone are regularly sworn at, as well as receiving psychological abuse, such as being blamed for ruining Christmas or even customers saying they will commit suicide.

Lloyds hasn't confirmed exactly what would constitute abusive behaviour.

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