confused14

I am owed a repayment and my account says 'bank repayment pending'. I have had to call a few times to take care of other S/A matters and each time I have been given a conflicting update on where the repayment is up to: 1. The BACS repayment was set to Monday 15 April and would clear within 3 days 2. A few days later I was advised that my repayment had been stopped for additional security checks 3. A fews after that I was advised that the additional security checks were not evident on my account after all and that the repayment would take up to 10 working days from the date it was taken into the system 10 April so I could expect it by midnight 24 April. Questions: 1. Does my account reflect whether the repayment has been stopped for additional security checks? 2. Or, can I rely on "bank repayment pending" as accurate information and that it is simply in the 10 day payout queue? Also: Why do your agents have different information? Do they all have access to the same level of info on an account? This is confusing and stressful and increases the amount of calls I will make to the helpline which is the precise opposite of what you want.