Yup! Frustrating. Mind you, one look at their website probably tells you everything you need to know doesn't it! Very much an old school operation I think. The guy I've been dealing with had to ask his boss this via email.. and it's taken about a week to get the answer!
Thanks for this suggestion Kieron. Been having a nightmare trying to pay Mike for the car (Memorial Day in the US seems to have brought a halt to FX dealing, even 2 days later!) but TransferWise was super easy.