Poor service. Dont obey the poppi act Rule

Good day i have sent in an equiry on the over charge of bank charges. Wow they responded to me on my husbands account that they overcharged him and will refund him . the way i feel about this bank ans their incompatence is another level. How can u reply to me on my husbands account whereas i sent in an enquiry. What about the Poppi act. I really hope this does not happen to other clients.. I need a call from an agent please not an email as you are giving other peoples information