After refusing to be bullied into setting up a repayment programme for my perfectly well run account I paid off the majority of the balance - just shy of £8G. I left £20. To see if they insisted on a ‘repayment’ programme and they charged £119. Interest on a balance that had been paid, in full, the previous month - they patronised me on two calls by ‘mansplaining’ how interest was calculated. My complaint was dealt with by Findlay who then investigated his own findings in favour of the bank. Hardly an independent investigation into himself! I am told the recordings will take up to three weeks to be disclosed while I await another investigation into my complaint. I informed them that I will open a case with the Financial Ombudsman - let’s see. When stated that I had been a customer for over 20 years and asked where the customer service was, I was met with silence, I had to say ‘that was a question’ - more silence. They are inept and shambolic, self serving and incompetent.