We have been customers of Lloyds for over 25 years. When we came to finally pay off our mortgage we were advised to use the on-line payment account that was previously with Lloyds Bank which we did. We subsequently received a letter telling us that the mortgage sub account was closed and therefore our final settlement amount needed to be returned so that we could pay the mortgage off using a different account. So the advice we had been given was incorrect. We were advised that the funds would be returned to us within 6 working days of raising a complaint so that it could be paid into the other account. Still no return of the funds about this and NEITHER Lloyds Bank or Cheltenham & Gloucester seem to know where our money is. Both organisations are blaming one another. We have been left without our funds, mortgage balance still outstanding and Lloyds Banks and Cheltenham & Gloucester seemingly unable to help us. In addition, every time we call either company we are literally on-hold for 45 minutes before anyone answers. All this during a pandemic and at a time when Lloyds Bank is running glossy adverts claiming to be "by your side". Our complaint has not been resolved to our satisfaction and we will be raising this with the Financial Ombudsman. Appalling service.