This is exactly how thye were with me. I just carried on regardless. I followed the step by step guide and timescales on moneysavingexpert.com (the Martin Lewis website).
I sent my first letter to Abbey requesting statements on 22nd November 2006, and they sent my statements through on 16th December, at which point I sent them the letter asking for my charges back with interest. They replied on 3rd Jan with the standard "sorry you're not happy....blah blah blah" letter. I then sent the letter stating, I haven't received a satisfactory answer and wanted a full response within 7 days. They didn't respond in time so I started the court process using the online claim service. This is when I started to panic a bit.
I filed the claim and Abbey acknowledged the claim 24 hours before the deadline, and said they would be filing a defence. They also stated that they hadn't received copies of the bank charges and I needed to send them to them!!! At this point it was transfered to my local court in Swindon. On 14th Feb I received a letter with an outline of their "defence" and an offer of £2800. I declined this, but said I would accept an offer of £5000, but if I didn't hear from them within 7 days I would return the court allocation quesionnaire and continue with the proceedings. Needless to say I heard nothing. I completed the allocation questionnaire and returned it to the court and then sat back and waited for a court date, which eventually came through as 25th May 2007. I prepared all my court bundles, which can be downloaded from this website (thanks guys!!!!) and was about to post them off when I received a phone call from Abbey on 4th May asking if I would still accept the £5000. I had always said that if they offered £5000 I would take it, so I did.
There were times when I became very nervous about the whole thing - "what if my case ends up being the test case", "what if I get it wrong and lose the case through my own stupidity" etc.
All I can say is follow the step by step guides, and stick to the timescales, hold your nerve and you should be fine. It is pretty staright forward, especially with all the information you need being on moneyexpert.com as well as this website.
It took just under 6 months from my very first letter to the settlement date, so it's not an overnight thing, although I beleive some of the smaller claims have been settled quicker. Good luck and let me know how you get on!