[WillowTheWhisp]

I'm also a customer so I deal with banks from your 'sharp end' too - only I'm not quite so sharp about it and we usually manage to reach an amicable agreement.

I know my old manager would never refund charges to someone he referred to as "the cantankerous old bleep bleep" who stormed into the branch effing and blinding but he would listen sympathetically to an explanation by someone of a simple oversight or miscalculation, refund the charges, and offer suggestions (such as the free overdraft facility) as to how they could avoid any future problems.