Naser, aged 55 from Cambridgeshire, recently faced challenges with his online banking. Struggling with the English language on the interface, he unintentionally locked himself out of his mobile banking application and was unsure of the next steps to take.
During one of his visits to a Lloyds Bank branch, Naser was referred to their Digital Helpline. Upon calling the Digital Helpline, Naser was swiftly allocated an expert digital trainer and provided with an interpreter to receive the training in the language he understood, enabling clear communication.
Naser’s trainer was patient and understanding and took the time to work through Naser's issues one by one. With the help of the interpreter, they started by recovering Naser's User ID. This was a crucial step, as without it, Naser was unable to access his account. They then moved on to resetting his password and memorable information, providing Naser with the security he needed to feel confident in his online banking.
Once Naser was able to access his account, the trainer guided him through the features of the mobile banking app, ensuring he understood how to navigate it effectively.
They explored various functions like checking balances, making transfers, and setting up direct debits. By the end of the session, Naser had become comfortable using the app, realising that it could make his banking a lot easier and more convenient.
Reflecting on his experience, Naser was full of praise for the Digital Helpline service. He particularly appreciated the support provided by the trainer and interpreter, who were key in helping him regain control of his online banking.
Naser said: “My experience was excellent and the trainer and the interpreter helped me to recover my User ID and reset my password and memorable information. They also helped me to navigate around the mobile banking app.”
Naser now feels confident in his ability to navigate his mobile banking app, enabling him to manage his finances anytime and anywhere with ease.
