Refund

To Whom It May Concern,

I am writing to lodge a formal and urgent complaint regarding unauthorised transactions on my business account that occurred from March 2025 to October 2025.

I reported these unauthorised transactions to the bank, opened a formal case, and fully cooperated with the investigation. Despite this, the case was closed without any feedback, explanation, or written outcome provided to me.

When I followed up in person and via the call centre, I was informed by three different agents that the case was allegedly closed because the funds had been refunded. This is categorically false. No refund has been received. The balance on my account clearly reflects this.

Over the past two months, I have repeatedly attempted to resolve this matter. On 29 December, after spending hours on the phone with call centre agents, I was given conflicting information, transferred repeatedly, and in some instances calls were abruptly disconnected after long holding periods. This conduct is unacceptable and deeply distressing.

The lack of transparency, inconsistent communication, and refusal to take accountability demonstrate a serious failure in customer service, investigation integrity, and ethical banking practice. I am extremely disappointed by the way this matter has been handled and the emotional and financial strain it has caused.

For clarity:

This matter requires immediate escalation.

I formally demand:

If this matter is not resolved by the end of today, I will have no option but to escalate it to the Banking Ombudsman, provide full documentation of this experience, and pursue all available remedies.

Case Number: ***

I expect urgent action and written confirmation without further delay.