Ten days ago I contacted Bank Of Scotland, at least I think it is them - their web site says Lloyds Banking in the header, about a payment into my business account that had no identifying info. Bizarrely they said they couldn't tell me who had paid me the money but said they would get back to me in four days and that it had to be in writing rather than email.
Today I got a letter from the Halifax, which I nearly put in the bin as I don't have a Halifax account, but this turned out to in fact be from Bank Of Scotland - only apparent from the small text at the bottom of the letter. I called the number on the letter to spend the first five minutes of the call trying to get the lady on the other end to understand my name despite the fact that she had the details on her screen.
To describe Bank Of Scotland as confused is being charitable.