I have had similar issues.I am dealing with an estate, the money was sent to an account that it couldn't be put in. Santander asked for the transfer details and Scottish widows couldn't give it. 5 calls later they said it was a bacs transfer. Santander told me to tell them they needed to trace the money. The money hasn't bounced back You ring any if the customer service people and they lie to you. I've had 3 differen't dates for this money to be paid. I rang yesterday and they hadn't tried to trace it. They are absolutely shocking. I intend to file a formal complaint via Lloyds as its pointless talking to their customer service. I would never invest with them at all.