advice please

[nima21]

my mums trying to claim her charges bak, she foned the bank 2day 2 ask 4 her 6 years of statements and the bank asked if it was 2 claim charges bak and she said yes
then the bank told her that she doesnt need the statements cos the bank can calcalate what shes owed and issue her with the refund, i was listening and told her 2 say no cos the lady said 2 her she could get all her charges bak or they could just refund her £30 or something,its up to the management to decide, the speech sounded 2 rehearsed 2 me and i thought if she risked it and took whatever they refunded her, if it wasnt enough and she decided 2 threaten with court action then it mite effect her claim, have we done the correct thing or should have have chanced it?
they also said there charges r perfectly legal which made me laugh lol

[amandaardley]

its a chance ur mum would have to take, personally i would send an S.A.R - (Subject Access Request) to them that way they cannot get out of it,

amandax

[Blueloobylou]

Hi Nima,
I would tell your mum to stick to her original request and get those charges sent to her in writing. Depending on how many charges your mum has had over the 6 years (and believe me, many of us have underestimated those charges and get quite a shock when we receive them), its very unlikely Woolwich are going to refund without a bit of a fight at least.

[nima21]

thanx alot folks, much appriciated