Hi there , I am new to this forum. I sent my banks a primilinary letter with my schedule of charges, after 12 days i had a reply,,,, it was written by a customer Care representive, stating due to the nature of the issue they need to forward my concern to the customer relation unit, and that they will contact me within the next ten days. Is Customer Care Team and CUstomer Relations Unit pretty much the same thing, they do state i can contact them before 10 days with a number provided, but i would prefer to converse by letter. Does this sound like progress ....? Please repspond Patrick