This sounds to me like the owner of the 'erroneous' account has disputed the money being taken from their account, it's the only reason why the money would be given back to that person.

If it's a personal account it would be very hard for that person to prove, if sufficient evidence was already given by your boyfriend, that the money was due to them. More often than not, the money is credited to a person, that person spends it, the bank takes it off them and that person is left in the red.

Now to be honest I have no idea why the fraud team credited the savings account during the investigation. The savings account wouldn't have Direct Debit due out of it, so why was the money given back? That's a rhetorical question.

IF the money was taken from the current account, the bank MAY give an overdraft to cover the loss during the investigation. If the investigation deems the money was sent to the correct account, the overdraft must then be paid back. Some banks might help with this.

Unfortunately a funds transfer rarely requires a reference number, so you can't say "I intended to pay this person/company ltd". How long had your boyfriend been paying rent for before this time? If he'd paid the payment before, why did he not just use the saved details that would already exist?

Suggest that he me makes a formal complaint in person at his nearest Lloyds Banking Branch. Perhaps phone ahead if he can and ask to speak to a manager about a complaint that he wishes to make in person, so that an appointment can be arranged.

Sometimes it can be more effective to make a complaint face to face with a human and this one such situation.

I really need some help with this. My boyfriend has a current account and a saving account with Lloyds. Back in November he made a payment to his landlord of £400 through the Mobile banking site. Payment went through fine, everything was ok. When his Landlord asked him where the money was the next day we realised it hadnt been paid, although it had left the account. When he called the bank the money had been paid to a different account. We have the details, but have no idea who it belongs to. He thinks when he used the internet on his phone, it may have auto filled a different number or payment details (they are totally different).

We rang the bank, explained, and they recalled the money. As his landlord needed the money he immediately withdrew it at a cash machine and gave him it there and then.

Last month, the bank took £400 out of his savings account (leaving it overdrawn) saying that the payment that was recalled and deemed correct. It was then we found out that the money hadn't been recalled, it had been credited pending investigation. We argued this with the bank who raised it to the security team but we have, a week later, found out that they will not give the money back as they feel it was correct.

I dont understand how the bank can say the payment was cortrect when the person who made the payment says it was incorrect. When he tries to ring the bank and ask for help they wont give info about why this is happened or what we can do to argue it.

Any advice anyone has with this will be much appreciated. He only earns about £900 a month so this is a massive amount of money to be taken off him.