Consistently useless!!

Once again this bank is providing the consistently useless service that I've come to expect. I had more than sufficient funds in my account, I tapped my card at Nu Metro and it was declined for no apparent reason. I checked my app, my limits were fine and the funds were available. I then inserted my card, used my pin and the transaction went through. To my shock I have now been charged twice for "insufficient funds" when my card tap was declined. The tap was declined by YOU and not my fault.

I phoned and got through to a completely untrained and inefficient human. Left a message for a supervisor to call me, but no one did. I called back again today. Once again a very confused and untrained agent. He now tells me that I have to go to branch to sort it out. Firstly, the branch in my area is closed until further notice. Secondly, why should I have to go out of my way to get a refund of charges that should never have been charged in the first place? This is exactly why I only use this account for movies and chose not to move my main banking to you! Useless!!