1. avatar mcflymo
    Halifax have sent me a letter, where they plan to charge me £35 for a payment not going through on my account.

    Anyone who is aware of this will know that this practice is unethical and that Halifax are only entitled to charge their customers approx. £2.50 for the 'admin costs'.

    I am sick of Halifax getting away with this £35 charge non-sense.

    Tomorrow I'm going into the bank to tell them if the charge is not dropped, I'm cancelling all my accounts, standing orders and direct debits and stopping any business with them.

    If I have to keep my cash in a big brown bag, so be it. This charging people for failed payments bullshit is totally outrageous and people shouldn't put up with it.

    Banks have to make money off their customers. Fair enough, but when a customers payment fails it's because: THEY HAVE NO MONEY! So in what way can they justify this finanical, kicking the customer while they are down, policy?

    Especially when they spend so much of advertising and training their employees to constantly give out the impression they are there to help us with our money.

    No body likes penalty charges, but £35 is more than an admin cost, it's just a bank taking advantage of younger customers, like myself, who are at times a little irresponsible with our money.

    They can't actually justify £35, so I simply refuse to pay it.
  2. avatar my-angel-rocks
    I know that a bank won't go to court to defend themselves because they'd have to defend their charges which as you point out are indefensible, but I only know of this from situations where the banks have already taken money and the people have had to go to the small claims court to get it back, so I don't know how this would apply in your case.

    Good luck though.
  3. avatar The enfant terrible
    Rather than being drastic about it and cancelling everything, tell them you're going to see a banking ombudsman. Banks really don't like dealing with them and will be more inclined to play fair. Good luck though, banks suck.
  4. avatar mcflymo
    Here's a link that cheered me up a bit.
    http://www.moneysavingexpert.com/reclaim/bank-charges#nutshell

    I know that if you simply walk into your bank and say "here, this isn't on, I'm not paying that" and even hint that you'll make a fuss about it, they often will just drop the charge there and then.

    I have done that in the past. So I imagine if they look at my account and see that, they'll maybe try and say "oh we've dropped charges before, we're not going to keep doing it"

    But I will be drastic if I have to. It's the principle really.
  5. avatar supershedseven
    Look .. you have to have a bit of bubbly at the Shareholders. :lol: :lol: :lol:
  6. avatar mcflymo
    As long as I am allowed to get drunk, call them all cunts and generally make a disgrace of myself.
  7. avatar supershedseven
    Here is an idea.... keep the correct money in your account then you wont get charged. Its actually that simple. I have had a bank account now for 16 years and never had 1 charge... and for every person who leaves the bank, another joins after leaving another bank, to face the same charges.
  8. avatar Le Mutt
    best thing to do is to phone them and say that you don't wanna pay them and they normally drop the charges if they are the first ones you have got.
  9. avatar die the flu
    [quote:68551bd840]Tomorrow I'm going into the bank to tell them if the charge is not dropped, I'm cancelling all my accounts, standing orders and direct debits and stopping any business with them.[/quote:68551bd840]

    Is tomorrow not a bank holiday?... :D
  10. avatar mcflymo
    [quote:36e9f27f10="supershedseven"]Here is an idea.... keep the correct money in your account then you wont get charged. Its actually that simple. I have had a bank account now for 16 years and never had 1 charge... and for every person who leaves the bank, another joins after leaving another bank, to face the same charges.[/quote:36e9f27f10]

    Good for you being good with your money and all, still doesn't make it right that banks are charging £35 for... err... "admin costs" though, does it?

    I know, I (and thousands of others), should be more responsible with their money, but that's exactly what makes it such a kick in the balls: When you've made a genuine mistake with your money and screwed yourself up over bills etc, why then, should you be penalised even more for it?
  11. avatar mcflymo
    [quote:b9b49b20e4="die the flu"][quote:b9b49b20e4]Tomorrow I'm going into the bank to tell them if the charge is not dropped, I'm cancelling all my accounts, standing orders and direct debits and stopping any business with them.[/quote:b9b49b20e4]

    Is tomorrow not a bank holiday?... :D[/quote:b9b49b20e4]

    SHITE.

    .... Tuesday then, Tuesday. :oops:
  12. avatar supershedseven
    [quote:e67fe1d4b7="mcflymo"][quote:e67fe1d4b7="supershedseven"]Here is an idea.... keep the correct money in your account then you wont get charged. Its actually that simple. I have had a bank account now for 16 years and never had 1 charge... and for every person who leaves the bank, another joins after leaving another bank, to face the same charges.[/quote:e67fe1d4b7]

    Good for you being good with your money and all, still doesn't make it right that banks are charging £35 for... err... "admin costs" though, does it?

    I know, I (and thousands of others), should be more responsible with their money, but that's exactly what makes it such a kick in the balls: When you've made a genuine mistake with your money and screwed yourself up over bills etc, why then, should you be penalised even more for it?[/quote:e67fe1d4b7]

    Maybe £35 would make a lot of people take more care though.. i know if i knew the bank were gonna charge me that tupe of fee then i would make sure the money was in the account.
  13. avatar dOUBLEwONDERFUL
    Northern charged me £80. I went in and refused to leave and got it dropped.
  14. avatar mcflymo
    [quote:0c3cd891c0="supershedseven"][quote:0c3cd891c0="mcflymo"][quote:0c3cd891c0="supershedseven"]Here is an idea.... keep the correct money in your account then you wont get charged. Its actually that simple. I have had a bank account now for 16 years and never had 1 charge... and for every person who leaves the bank, another joins after leaving another bank, to face the same charges.[/quote:0c3cd891c0]

    Good for you being good with your money and all, still doesn't make it right that banks are charging £35 for... err... "admin costs" though, does it?

    I know, I (and thousands of others), should be more responsible with their money, but that's exactly what makes it such a kick in the balls: When you've made a genuine mistake with your money and screwed yourself up over bills etc, why then, should you be penalised even more for it?[/quote:0c3cd891c0]

    Maybe £35 would make a lot of people take more care though.. i know if i knew the bank were gonna charge me that tupe of fee then i would make sure the money was in the account.[/quote:0c3cd891c0]

    Yes, I appreciate that logic, but if my bank is basically saying, "we're only doing it for your own good, you'll know better next time!" they can fuck right off!

    I don't do business with them so that they can tell me how to run my life / my funds etc. and at the end of the day if that's how they will do business, I'll take mine elsewhere.

    I find it frustrating that there isn't more of an outrage against this though. Again, the charge isn't in anyway justifiable, they're clearly just taking the piss and making a lot of money out of people by doing so.
  15. avatar mcflymo
    [quote:4c22a95a52="dOUBLEwONDERFUL"]Northern charged me £80. I went in and refused to leave and got it dropped.[/quote:4c22a95a52]

    When they can drop these charges so easily, (i.e. without having to threaten the law, or go to court over it) though, doesn't it make you wonder?

    FECKERS!!
  16. avatar supershedseven
    Bubbely... Shareholders... End Of...
  17. avatar Midhir Records
    Banks are fantastic when you're flush and absolute cocks when you're down. Don't even get me started on First Trust's "Student" account. I got a letter from them to pay back the £9 my account is overdrawn or face legal action - in the middle of my finals like.
  18. avatar my-angel-rocks
    I found this interesting as well:

    "You have a legal right to demand [bank statements] under the Data Protection Act; though they are legally allowed to charge a maximum £10 for it (and banks being banks, they tend to charge the full amount)."

    Anytime I've needed a statement my bank has charged me 25quid for it. Next time I need one I'll go via the data protection act route.
  19. avatar my-angel-rocks
    [quote:87b53e8be9="supershedseven"]Bubbely... Shareholders... End Of...[/quote:87b53e8be9]

    That doesn't make it right.
    You could use the same sentiment to justify car theft: "I wanted his car... End Of..."
  20. avatar supershedseven
    [quote:41c646d1e6="my-angel-rocks"]I found this interesting as well:

    "You have a legal right to demand [bank statements] under the Data Protection Act; though they are legally allowed to charge a maximum £10 for it (and banks being banks, they tend to charge the full amount)."

    Anytime I've needed a statement my bank has charged me 25quid for it. Next time I need one I'll go via the data protection act route.[/quote:41c646d1e6]

    You do get a free one though every month or quarter ? again... keep them, it saves you money, especially if you need to get copies. I will save you a fortune !!

    a fee for going overdrawn is nothing like stealing a car.... more like catching a fish and throwing it in the "keep " net.
    Last edited on , 1 times in total.
  21. avatar confetti
    the most annoying bit is when they charge you next month for being overdrawn, even though it was their charge that made you overdrawn.
  22. avatar mcflymo
    it's kinda like getting beaten up by spides for wearing a Radiohead t-shirt and having Radiohead point and laugh at you as you bleed on the pavement.

    ... OK, enough of these dodgy analogies.
  23. avatar my-angel-rocks
    [quote:6427137ac1="supershedseven"]You do get a free one though every month or quarter ?[/quote:6427137ac1]

    Not always. And do you have all your statements from 4 years previous, which was why I needed it. I'll bet you dont.

    [quote:6427137ac1]a fee for going overdrawn is nothing like stealing a car....[/quote:6427137ac1]

    For the purposes of this discussion it is, as they're both illegal (the 35quid fee is a lot more than they are legally supposed to charge (£2.50))
  24. avatar supershedseven
    I have everything since 2001...

    So would you rather had your car nicked or £30 ??
  25. avatar mrginger
    go to nationwide. great service.
  26. avatar supershedseven
    Remember to use the word "Hoik" !!! :D
  27. avatar goodonpaper
    And certainly online banking is handy for keeping an eye on your situation without depending on the monthly statement to tell you you're buggered.
  28. avatar palrub
    overdrawn by £20p due to a DOUBLE direct debit from 3mob of which fault lay squarely with them. £35 for 20p. 20p. G'wanfuk!!

    Also while we're on the subject of dirtmerchants, 3 mobile's 'free minutes' didn't apply to certain mobile networks. Bill of £267 this month... yeah...
  29. avatar my-angel-rocks
    [quote:1ee1fe08bf="supershedseven"]So would you rather had your car nicked or £30 ??[/quote:1ee1fe08bf]

    Just because its only 30quid they're stealing from you doesn't make it any better than if they were stealing 40quid, or 100quid or a 1000quid. And while your (libertian) justification that its alright because the shareholders have to have a bit of bubbly, its still illegal and you shouldn't (and don't) have to put up with it.

    [quote:1ee1fe08bf]overdrawn by £20p due to a DOUBLE direct debit from 3mob of which fault lay squarely with them. £35 for 20p. 20p. G'wanfuk!![/quote:1ee1fe08bf]

    This was the situation my friend was in, he went to the small claims court to get his charges back (which the bank was increasing at 5 quid a day or something obscene) and the bank settled out of court. So, mr supershedseven, its not always a simple case of you just spending too much money, it can happen by things that aren't your fault.
  30. avatar Baronation
    When on your rant in the bank, remember the following:

    1) The People working there are not responsible, don't take it out on them. Keep calm, don't get angry and they might just tell you how to make a complaint rather than waving a copy of the terms and conditions in your face and saying "But you signed for this".

    2) They have heard it all before.

    3) If they can't help you, it's because they can't help you. As you shout and scream and threaten more don't be surprised when what little help you where offered suddenly vanishes.

    4) Don't call the call centre, they can't do anything except tell you that the company line is that the charges are legal, and if you want to complaint then you will need to speak to the customer care team.

    5) The Customer care team will tell you same thing as everybody else "tough, you signed up for this" But will tell you that to take the matter further you will need to wtite in. Don't waste your time asking to speak to a manager, they can't help and won't want to talk to you. All a call centre manager does is make sure the workers are back from their tea breaks on time. Be nice to the over worked person on the phone and they may just be nice to you. Seriously, call centre managers are hopeless, if you thought the employees where morons (and they're not, most of them are bloody nice and want to help you) wait until you speak to the organ grinders.
    (of course if it's the first time it's happened then they will waive it as an act of goodwill, as long as your nice and your sob story is new and interesting, dead dog and vets bill are always a winner).

    6) Be prepared to keep a log of every visit, every call and every charge, and also be prepared to write a lot of letters, you will need to threaten legal action, set a court date etc, the bank won't back down (if it decides too) until the last possible moment.

    7) I spent three years in that hell hole listening to people whine about their £35 charges, I know my onions.

    Good luck with it and please don't take it on the staff, they have to try and sell you credit cards and loans too, they don't want too, but they have to. Working for a bank is horrible.
  31. avatar siborg69
    i used to work for a bank who shall remain nameless..........usually if its the first charge on the account or first time you've asked for one to be reversed, they'll do it. if you have a good relationship with the bank, like other accounts etc they might reverse a number of charges equal to the number of years you've been with the bank....ie 8 years, 8 charges. if you're doin the whole claiming back all the charges over the last 6 years thing, cant do that at the mo. there are a number of big banks currently going through the courts to get a definitive answer on charges and whether or not theyre legal. so until a decision is reached there, they arent letting people claim back all of their charges over 6 years. i had a customer get back £9000 in charges and read that the biggest claim in the uk was £36,000! £6000 a year in bank charges.....crazy!
  32. avatar Eamonn Evangelists
    I wrote a letter to Nationwide looking to claim back charges from an old account. They replied stating that they're waiting for a judgement from the high courts before paying back any more fees. Funnily enough, I received a letter from nationwide this weekend saying that they're considering closing said account due to inactivity. Cheeky feckers shall be getting a call from me this week.

    That said, I'd rather Nationwide than our regional banks. Fu[i:6d8754aee9][/i:6d8754aee9]cking money-thieving bas[u:6d8754aee9][/u:6d8754aee9]tards, all of them.
  33. avatar mcflymo
    [quote:740d3bbd46="Baronation"]

    7) I spent three years in that hell hole listening to people whine about their £35 charges, I know my onions.

    Good luck with it and please don't take it on the staff, they have to try and sell you credit cards and loans too, they don't want too, but they have to. Working for a bank is horrible.[/quote:740d3bbd46]

    I have worked in a call centre myself and my flatmate used to work in Halifax.

    I don't plan to lose the rag with anybody.
    I'll simply give two options:

    clear this ridiculous unethical charge or be a dear and clear my accounts / help me cancel all my dealings with your company.

    Happy enough to go to another bank, as those fucking Halifax ads are enough to make me run for the hills.

    RE: 3 Mobile. Have two direct debits come out with them, mostly I've been ok there.

    This £35 charge is actually for a failed paypal payment of £4.69. The money was there when I ordered the item online, but not a few days later when Paypal applied for it.

    RE: Online banking. I would be totally up for that, if it actually worked for me. As it is, when I go to the bit that says "add an account", I put in my account details, hit enter and get "there was a problem adding your account, please try again". I've done this several times and phoned up Halifax about it. Their "online banking help desk" gave me a couple of generic things to try, which of course didn't work, then got rid of me by telling me they'd send an email with a bunch of things to try out.

    The email came, but none of the things it suggested solved the problem.

    Not sure if it's maybe because I had online banking with halifax a few years back... But it's not a windows thing, as I've updated internet explorer and firefox etc...

    Bit of a pain like... And another reason I'd be happy enough to go to another bank.
  34. avatar mcflymo
    In slightly related news, I got an interesting email today from "Natwest":

    [quote:d1c751bbdb]Dear valued Natwest member:

    Due to concerns, for the safety and integrity of the Natwest
    account we have issued this warning message.

    It has come to our attention that your Natwest account information needs to be
    updated as part of our continuing
    commitment to protect your account and to
    reduce the instance of fraud on our website.
    If you could please take 5-10 minutes
    out of your online experience and update your personal records you will not run into
    any future problems with the online service.


    To update your records click on the following link:
    [u:d1c751bbdb]Update Info[/u:d1c751bbdb] [a link to: http://hazelhuman.com.au/gothere]

    Thank You.

    © 2008 Natwest Bank PLC. All rights reserved.[/quote:d1c751bbdb]

    Some sort of scam?
    Considering I don't have a Natwest account, I'd say yes.
    Although intriguing that I get this email a couple of days after posting about my bank problems on fastfude...
  35. avatar ryanego
    [url]http://www.youtube.com/watch?v=zPGjeAPrLog[/url]
  36. avatar bubblegumpanic
    I work in the Halifax call centre, although in the Savings department, so no angry people calling about charges... But I know what the other poster wrote is correct, Team Managers are absolutely USELESS and they are no more trained than the staff on the phones are, they just licked someones arse and got really good statistics to get that job.

    The customer care team, will speak about the terms and conditions of the account, but ask you to reply to them in writing if you want to take it further. And you will need all evidence of charges and phone calls, when corresponding with them to get the complaint handled/sorted. Which will definitely go alot easier, if you aren't angry with them...

    One giant point about Paypal, as I've been charged (by Halifax - and just cause we're staff it means nothing, still get charged just the same!) for a paypal payment failing as I went over my overdraft limit.. I thought there was enough money to cover it there.. There was when I made the payment. But!! When you make a payment online with paypal, it *DOES NOT* take it off your available balance. I thought it did and thought I had more funds to spend, but alas no... So if you are using paypal and unless you've loads of money in the account, remember to keep at least the amount you need for the payment in your account for another 5 working days, as it can take that long for them to claim the payment!
  37. avatar my-angel-rocks
    [quote:a1fafc01dc="mcflymo"]Some sort of scam?
    Considering I don't have a Natwest account, I'd say yes.
    Although intriguing that I get this email a couple of days after posting about my bank problems on fastfude...[/quote:a1fafc01dc]

    Yes, it is 100% a scam.
    No bank would send an anonymous email to a customer asking for that.
  38. avatar Devilspain
    If you want a free statements go online! print off what you need! :) i had a shit bank charge last month, the spar (where i work)card machines decided not to work and saved up transactions over a month to come to all come out at the end of the month! so at the end of april £40 came out luckily i had enough to cover but the shitty thing was next day the charges all came out again, causing me to go into the red. i was fuming! auto charge £35 is coming out of your account!! bollocks to that i went to halifax to say drop the charge or your halifax connswater store goes up! well of course they eventually dropped the charge saying next time they wouldnt drop any charges and that since it was spars fault they would have to give me the charge! fuckers the lot of them. anyways spar payed me back the double charge all ends well!! bar ive stopped using my debit card in my store!
  39. avatar mcflymo
    So... An update....

    Just back from Halifax.

    I had an interesting encounter.

    [i:51700b7c05]-----(skip down to the end if you don't want all the details)-----[/i:51700b7c05]

    First girl I spoke to immadiately said "oh we don't deal with these accounts, you have to use the phone over there or go online."

    This is the first thing I was appalled about. Halifax recently decided that they no longer could be arsed dealing with certain customers in their branches face to face and instead they try to shift them off to the online or phone banking services.

    What a crock of shit. I can't actually believe they can legally get away with that. I'm a Halifax customer, how can they tell me that they won't deal with me in their branch?

    Anyway... I stay calm and polite and go use a phone while in the branch. The girl on the phone refuses to reverse the charge. I explain to her that I'm not paying it and will cancel etc... She's trying to be nice, but I can see she's not going to budge, "I appreciate what you're saying, but it's a standard charge blah blah blah". I tell her I'm actually in a branch and I'm going to close all my accounts now. It doesn't phase her at all. She says, "I can put you through to the customer care desk if you want to make a complaint"...

    FECKERS!!

    So I tell her "no, I'm just going to cancel now, if you can't do anything further for me regarding this charge, then I'll speak to someone here and cancel my accounts".

    Again she remains friendly and isn't the slightest bit bothered.

    I go to the counter and explain what has happened and because of the charge I want to cancel my account.

    At this stage, I'm still being quite reserved and polite with these people, as I don't want to lose the rag at anybody, but this woman basically fobs me off too, telling me, "oh there's an ongoing court case y'see, so they're not refunding any charges while that is happening" after I explain to her about the other various points:
    it only costs them £2.50, so £35 is unjust.

    The failed payment was only £4.69.

    There are many people I've read about who have been refunded and thousands of customers are not happy about paying it etc...

    She just tells me that, once again, even if I want to cancel I have to do it over the phone.

    So I go to the phone again. This time I get a fella who sounds like he's in Liverpool.

    I start all over again, I explain to him I got this letter with this £35 charge and I just don't think that it's fair that I should have to pay it.

    There's some lengthy silence. Eventually he says "OK, on this ocassion I'll reverse the charge, but it's important that you keep track of your payments blah blah blah".

    The interesting thing about this is that I didn't mention ANY of the previous stuff there, regarding wanting to cancel my account etc. I just simply started calmly, the same way I did with the first girl I spoke to.

    By this point I'm actually just grateful and I don't want to push my luck but I still ask, "can you tell me if you're reversing the charge at your own discretion? Just curious to know if it is up to yourself to make this decision, or something else?" He replies, "it's based on how you manage your account".

    hmmm so that's two very blatant lies I've been told by Halifax this morning!

    [i:51700b7c05](-----to cut a long story short-----)[/i:51700b7c05]

    Got my charge reversed, so I'm very happy about that.
    However, I'm very keen to move to a different bank, I just don't like the way they can actually refuse to deal with customers at their counter and I also hate being lied to by staff.

    But there y'all go, it's a weight off my shoulders anyway. I guess it depends on who you speak to in the end, which is a bit annoying on one hand, because you're never quite sure if you'll get treated the same everytime, but in my case I was jammy enough.
  40. avatar tinpot anto
    I closed my Halifax account last week following the last straw of a £35 charge for a standing order transfer of £10 to ANOTHER ACCOUNT IN THE SAME F*CKING BRANCH!!!

    Ball bags

    Also that stock phrase "if we do not hear back from you on this matter within 10 days we will consider it closed"

    MAKES ME go AFAAAAARAAAAAAARRRRRRRRRRRHGGGHGGHHHHHH!!!!!!
  41. avatar mcflymo
    Do all banks do this charge? I noticed someone mentioning Northern Bank charging £80 and I imagine Halifax aren't the only culprits.

    When I change to my new bank, I'm explicitly going to ask them if they apply that £35 charge, in these specific circumstances and if they do I'll go somewhere else.

    Only problem is that I might find a bank who claim not to apply those £35 failed payment charges, but then they'll probably get the money out of you some other way.
  42. avatar RockShandy
    A&L Online accounts are pretty sweet. I was approved within a few hours of applying online (Halifax took over a week and rejected me over an error they made regarding the address my credit history was recorded to) and they continually send letters about moving my debits, the account facilities, and everything else and are superb at keeping me up to date. I've not had time to call them back about the credit card I want to apply for, but they aren't being pushy. They've sent me three letters, all a week apart stating the reference number and to give them a call when I have a chance.

    Add to that the excellent layout of their online system, the fact they automatically give you a savings account which you can set up regular payments into online for free and I'm a happy cookie. I've previously been with the Northern, who threatened to get debt collectors on me for a mobile phone bill that I was about £5 short for (and wouldn't have been at all if O2 had taken the payment correctly[I'm no longer with O2, either]) and am currently in the process of clearing my Bank of Ireland account as they are terrible. They don't email you or ring you back as they promise to and made an absolute balls of my direct debits.
  43. avatar mcflymo
    I actually opened a savings account with A&L a few years ago, but I've never tried to get a current account.

    I might check them out.

    So that's

    A&L: 1
    Northern Bank: NIL
    Bank of Ireland: NIL
  44. avatar huggy baps
    [quote:e1357f6ad4="mcflymo"]Do all banks do this charge? [/quote:e1357f6ad4]

    First Trust charge £15
  45. avatar mcflymo
    that's not too bad, but I guess you'd have a harder time convincing them to reverse the charge in that case, as it's not really as outrageous an amount as £35.
  46. avatar DontPetABurningDog
    I've just come out of a fairly torrid three way battle between bank, bookie and myself, so i have every sympathy. Essentially, a bank will charge precisely as much as they reckon they'll get away with.

    Many moons ago, an ex girlfriend (retch), was being hit 20 quid a time from Bank of Ireland for using Direct Debits. Now, not going over the limit or owt, simply using the service. She thought it was a normal enough occurrence, being less han fully versed in the word of finance. This is the kind of stroke these bollockses pull.
  47. avatar all-is-vanity
    I'm with Ulster Bank and I've never been overdrawn thankfully. However, I have online banking, which is just about the single best thing ever, when it comes to banking. Who could be arsed checking at the cash machine each time?!

    I will say though my experience tells me that if you don't communicate clearly what your situation/enquiry is, then you mgiht as well be speaking Polish to 'em.
  48. avatar xfirefishx
    Banks over here can be very annoying. I discovered yesterday that I'm charged for having an allowed overdraft even though I have a student account because Northern Bank changed hands quite a while ago and my account was one that was created when they were under Australian rule not Danish. Pity they never told me about it!!

    Still, our banks are nothing compared to French ones. I have not a good word to say about them whatsoever. They charge you for everything and the people working there really do hate you for making them actually do anything.
  49. avatar Gutterz
    if you ring the bank before the charge is taken from your account and you havent had such a charge refunded before, the will give it back as a goodwill/customer care gesture.

    the case at the minute is actually on hold and if you try to complain about it, your complaint will simply be put on hold untill the verdict.

    call them, but be civil. they should reverse the charge