Lloyds Bank has been criticised after a person who said they were wrongly receiving dozens of letters from the bank. The person contacted the bank on X saying they were “fed up” of receiving letters addressed to someone who had not lived at their property for 10 years.

Lloyds responded to first ask how often they were getting the letters and if they had tried handing them in at their local branch. They said: “I get maybe 15 to 20 a year. For various names. Yes I have tried to hand them in at a branch and was told there was nothing they could do.”

They even shared a troubling incident where they had been sent a cash card and a PIN number that had been delivered to them, saying this was “the only time you have paid attention” when they handed it in over the counter. Lloyds apologised for the ongoing problem but could offer limited help.

The group said: “I am afraid at this time we can only advise you either hand them in branch or post them back with notification on envelope stating not at this address.”

But the person was unhappy with this suggestion, saying they had tried this route before. They said: “I’m fed up of doing that and I’m not doing it any more when it makes no difference. Maybe you’ll stop sending them when I’ve put them online.”

Lloyds asked them to continue with their good deed of returning the letters, advising: “As we can’t access accounts via social media and would only be able to access accounts in the customer’s name, we do ask that you return to sender and this will be addressed.”

The despairing individual said they had done this “for literally years” with no change, asking if the bank could give them a guarantee the mistaken letters would stop this time. But Lloyds could only provide them this reassurance: “This is the process you would need to follow to stop this mail, and we’ll get it stopped as soon as possible.”

Asked for more guidance, Lloyds said it is important for customers to keep their details up to date if they are moving home. The bank said: “There are some letters we must send, as part of our regulatory obligations, which we continue to send to the address we have on file until the customer updates their details.”

You can update your details using the app, online, over the phone or in branch. Further explaining what to do if you get a letter intended for someone else, Lloyds said: “If someone receives a letter addressed to someone else, it can be marked return to sender or handed to one of our colleagues in branch.

“When we are made aware a customer is no longer at their address we attempt to get in touch via other means (such as by phone) to check in. We’ll also prompt them to do this if they log in to our app, online banking or contact us in a branch or by phone.”

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