Just a guess the positive reviews are the staff? Terrible online banking, App, fraud prevention is a joke............................. being the most frustrating system I ever had to deal with & customer service is the same patronising attitude like your the problem rather there system being frustrating, it can take days & many calls to get out your own money moved to an account with the same name on it at another bank???? All circular & very unpleasant.................. Calls just ended, left to wait for 50 mins plus each call........ I have recorded all conversations & will be making a complaint & seeking a payment for all the time & also the stress it has caused......... Back to Lloyds Bank for me!!