My ex partner used my bank account a year ago to pay for 12 months upfront. Last week they managed to take 160 pound from my bank (even though I'd changed card details) I rang them and told them they'd taken money from my bank for a renewal of a policy that's not in my name and I'm no longer with the person and I cannot get hold of her. They had the cheek to tell me I cannot ask or confirm the card details they have for a refund as I'm not the policy holder (but they are happy to take money from my bank) I finally get them to refund me but I have to wait 14 Working days to get it meaning they'd have my money in their bank for almost 3 weeks. I told them this was my 2 babies only money for food and I'm really struggling as a single father but that doesn't matter. Most places manage to refund in 3 to 5 days but they need 14 working days. Its a joke. Its been 8 days, I've had to go food Bank and apply for a electric voucher due to this. They don't respond to complaints and they are no help on the phone. We did call them out last year after a flat tyre and had to wait 7 hours with a 2 week old baby at the side of the road in November. I'm so annoyed, the bank won't help me and these are keeping my money causing me so much hardship I cannot even buy milk for my 1 year old.