Why can't I recoup my money paid in error over the internet?

Since last August I have been trying to retrieve an internet payment which I made in error. By mistake, I paid money to an Evans store card which I had never used. The Evans card is managed by Santander Cards, which uses a Lloyds bank account. In September, my own bank, HSBC, told me Santander had sent me a cheque. I received it a month after it was dated but it was rejected when I tried to pay it in. I have spent hours speaking to people in call centres but they don't understand the problem and I am not getting any closer to being reunited with my money. BB, Point, Isle of Lewis I have some sympathy with call centres because this is a complicated transaction. Lloyds confirmed that it runs a holding bank account for card payments, but that this belongs to Santander which is responsible for refunding your money. Santander has uncovered what went wrong. It did send you a refund cheque but wrote it in the wrong name. It has now sent a new cheque and will add £50 to apologise for the delay. HSBC also put £40 in your account to apologise. You can email Margaret Dibben at [email protected] or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. The newspaper accepts no legal responsibility for advice.