To think the bank should help me today?

[CinnamonVanilla]

Long story short, a family member opened a catalogue account in my name. I paid for YEARS because they were "investigating" and I can't have a bad credit history, with my industry. I lived off credit so they could take payments. Overall, I paid nearly £8k.

In early June I was advised to claim back the payments through the DD indemnity and start legal action. I had 30 days to do this. I started a claim wtih my bank, who immediately said it would take 10 working days. Three days later, it became apparant that they had stopped the wrong DD. I called, emailed and visited a branch, providing proof of the incorrect DD and a list of the payments I was actually trying to claim. They said the process would need to start again but would be completed by yesterday at the latest.

I had to chase all day yesterday for the refund. Eventually they refunded me - but the incorrect DD, which I advised them of half a month ago. I've had no direct contact from them throughout this - promised callbacks haven't happened, I've had to call them, nobody emails.

I emailed the CEO yesterday out of frustration, who has replied today to say someone is looking into this but they can't promise it'll be resolved today. If it takes them 10 working days again, I'll be out of time for legal action.

They don't seem to care at all and I'm so frustrated. It's such a lot of money... AIBU to think they should make a greater effort to fix this?

[MyKingdomForBrie]

Absolutely they should!! Email the CEO again setting out the timetables and that it is their fault it has not been completed yet

[LikeIGiveAFrock]

Keep emailing them until they get fed up and do something

[Planty18]

Agree, email the timeline and process so far succinctly to the ceo and explain it needs to be dealt with as a matter of urgency. Put in the timings you need to see to be within the 30 days.