Bank Charges

Charge them back, worked for me, when you get a letter saying you are overdrawn and that this letter has cost you £15, send one back politely thanking them for keeping you up to date with your bank account and point out that your letter also costs £15 and that the charge can be credited to your account.

Worked for me with NatWest when I was a student.

nice doesn't work for banks but FWIW, what I always do for service companies that are giving you the runaround is write stating your position, and that any further discussion that they wish you to enter in to on this matter will be charged at your standard rates of £150 per hour (or part hour thereof) plus solicitors fees which will be recharged at cost, and that by writing to you regarding this matter,
they acknowlege and accept full liability for these costs.

If they are stupid enought to write to you again, include an invoice (FAO accounts department) with your next letter. Then call them up and ask for details of their legal department saying you need to pass these on to your solicitor as you're considering taking legal action for harrasment.

works every time :-)

re the bank charges, the link that ads posted is the best course. Keep copies of bank statements. I and lots of people I know have recouped several hundred £ each doing this.