Hi Reverley Stick with it. I have challenged fees in 4 separate accounts with the Halifax, Visa included. Each time I have received exactly the same letter at each stage of the claim. 1st letter - standard fob off - ignore it and write back threatening court action. 2nd letter - offering roughly between 50% to 65% of amount claimed (less the interest of course) - up to you whether you accept or not. I have rejected 2 offers successfully and received final "gesture of goodwill" letter at full amount claimed. Am still awaiting responses on other 2 claims but am hopeful for full amounts. Good luck.