And again

Abbey'd better calm down, or they'll get a nosebleed...

I've had another letter from the complaints department, with a different reference number and different person signing it.

This one is about the bank charges I'd asked them to remove when I telephoned on June 13th (although it then goes on to refer to "your letter", but doesn't say which one. I don't think it's the Missing Letter I referred to in the last post, as no other considerations are mentioned.) Note the charges I was asking about at the time were applied during May and June this year, and refunded by the branch manager on June 21st.

According to the letter, they don't agree that the fees should be cancelled. Their reason is that during their investigation:

"I noticed that you have previously incurred fees for making payments from your account when there wasn't enough money to cover them. On that occasion we took the view that it was a one-off situation and that you might not have realised that these fees would be charged. We cancelled the fees, totalling £225, between May and June 2007."

Right. So despite me GOING ON AND ON about my husband's late pay and it being too late to cancel direct debits etc, they still think "I might not have realised". Plus, if they aren't going to refund fees because fees in May and June were refunded, WHAT SODDING FEES DO THEY THINK I'M ON ABOUT??? We had no other charges applied to the account during that time. Our Branch Manager refunded the fees as a gesture of goodwill because we had experienced so many problems.

I haven't phoned them yet, but I'm not going to give the person writing this particular letter the time of day. I'm sick of having so many reference numbers in spite of telling them "this is part of an ongoing complaint".

ARGH