pmsumner

oh, I didn't conclude...

So, to conclude: Given that their normal processes are not designed to accept your initial appeal, it's time to move it up, to people who are qualified to consider the fuzzies. These people are more likely to give in, if there is something in it for them in the long-run. Now that you've closed your account, you shouldn't actually say that you'll never come back - otherwise they'll have nothing to gain, and won't return the second £30 charge.

You won't be able to re-open your account with special status of not incurring similar charges for the same reasons in future, for the following reasons: (a) The overdraft is already in place as a courtesy to provide a buffer zone for small unexpected contingent outgoings, or the flexibility to not require a working float on your regular income and outgoings, (b) they (conveniently!) will not be equipped to set up an account with conditions that do not conform to their established models, and (c) they can not create precedents that could be exploited privately or publically by others.

For these reason (a) in particular, in entering any negotiation, you might have to accept that all charges were justified (that you had made compound errors in managing the account). This would weaken your negotiating position, but it would open negotiations to allow them to waive the charge in order to keep your business - assuming they think your account might be positive in future, or generate revenue for them by other means, e.g. interest, or further charges.

Oops - I've waffled again. Can you tell it's been a night of cider? I'll regret this...