Hooray !!! Got the money back and we can now access online and telephone banking again. My husband went into the branch and they told him '' they have no idea how these people keep doing this'' which suggests that it is an ongoing problem. So no news unfortunately as to who/why and where these culprits are. My husband is in the process of opening a new bank account elsewhere as we have now had about 3 fraud incidents over the last few years with the same bank. The new account offers an easy switch service which will transfer all the direct debits/bills etc and promises to be a stress free process, we shall see !!