Lloyds Bank has released an update regarding important messages being sent to customers. The banking group addressed the matter after a customer inquiry about emails they had received.
Customer Complaint
The customer took to social media to express dissatisfaction, stating they had configured their account to receive paper correspondence and statements. However, they alleged the bank "persist in advising me by email that a direct debit has been made to clear my credit card balance." They issued forthright instructions about their preferred contact method, saying: "You may use my email when I have an email address for you. Meanwhile stop it."
Lloyds Response
Lloyds replied to clarify its standard rules. A representative informed the customer: "Some key alerts (like direct debit confirmations) may still be sent by email. This won't change how you get your statements." They also advised that customers can modify how they receive these alerts via the Mobile Banking app, providing a link to guidance on managing notifications.
Notification Types
The guidance lists three examples of when Lloyds may send an alert:
- When a regular payment from your account exceeds the usual amount
- When your credit score changes
- To alert you to new cashback opportunities
Cashback Offers
Regarding cashback, Lloyds is currently offering up to £1,800 in cashback for transferring savings, as well as a £200 payment for switching to a new Club Lloyds current account. The customer said they had disabled these alerts in the app but still received emails. Lloyds apologised, stating: "Some system emails can still be sent, but this isn't the experience you'd expect."
