'TSB's been sending statements to an address I left in 1997'

Nick Kenworthy, from Hampshire, contacted TSB last week after noticing his name was not appearing on the bank statements he received for his joint account with his wife.

And the TSB team revealed to Nick that his address had been wrongly to one he moved out of in 1997 - when he was a customer with Lloyds TSB - during TSB's botched IT migration in April.

Correspondence had been being sent to this address - which Nick last lived in whilst Tony Blair was Prime Minister and at least one of England's 2018 World Cup squad were not yet born - for several months.

After MoneySavingExpert.com contacted TSB about the situation, it contacted Nick to apologise and offer compensation.

And it has now discovered the problem was caused by admin error back in 1997, that remained undetected for 21 years.

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How did the issue arise?

Back in 1997, Nick was a customer with Lloyds TSB, but when Lloyds and TSB split back in 2013, Nick became a TSB customer, and his records were transferred to TSB

Nick had changed his address with Lloyds TSB back in 1997, when he moved house, but TSB says that it appears that whilst the change of address for his wife’s statements was recorded, his wasn't.

The bank says this wasn't picked up until now, because until April this year, TSB used to send one statement to joint account customers, addressed to both parties, and these had been going to the correct address because Nick's wife's address had been recorded correctly.

When TSB migrated its system earlier this year, it made a temporary change to our process for joint statements and notified joint account customers (via a statement insert) that it would be sending statements to both customers individually for a period of time. 

And because of the admin issue from 1997, TSB began to send statements to the address he had on file.

'I am highly concerned'

Speaking about the situation before MoneySavingExpert.com contacted TSB, Nick said: "My problem started when I noticed, by accident that my name had dropped off our joint account statements. I queried this with TSB but when I went through security check it failed because I gave wrong address.

"After an hour call on the phone TSB realised that a 20 year old address had been reinstated on my account. This coincided with the April computer problems at TSB and I have statement which shows this to be the case. This means that for past six months all of my banking communications have gone to someone else."

"I am highly concerned about what information has been sent or lost."

After MSE flagged the issue, Nick says TSB contacted him to reassure him that although statements were sent to his old address, no other information was.

What does TSB say?

A TSB spokesperson said: “We’re really sorry that Mr Kenworthy has been experiencing issues. We have looked into his case and put things right.

"We’d like to apologise for any inconvenience or confusion this may have caused.”