Lloyds Bank sends unwanted emails despite opt-out

A customer expressed frustration on social media, stating that Lloyds Bank persists in sending emails about direct debits even after the customer disabled all alerts in the app. The customer wrote, "Every setting is off so I ask again why do you waste my time with pointless emails?" and demanded the bank stop using their email address.

Lloyds Bank responded, apologising and explaining that some key alerts, such as direct debit confirmations, may still be sent by email even if a customer has opted for paper correspondence. A bank representative said, "Some system emails can still be sent, but this isn't the experience you'd expect." The representative added that customers can switch these email alerts on or off in the Mobile Banking app, though it remains unclear which alerts are mandatory system emails and which can be disabled.

To attract new customers, Lloyds Bank offers switching incentives: up to £1,800 in cashback for moving savings to the bank, and a £200 payment for switching to a new Club Lloyds current account. It is not known how many customers are affected by the unwanted email issue or whether Lloyds plans to change its system to fully respect customer preferences.