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Hi Barnes
I am just a layperson and certainly no expert in the fees and processes that banks use however if I ask for a simple explanation from the bank and it is not easily understood I automatically refer it to the FOS
There is no reason they should not be able to explain it in a straightforward and transparent manner, sometimes I get people on this site who like to stroke their own egos by giving me an over intellectualised answer which really irritates me.
If I may give some advice, it is simply trust your own instincts if something doesn’t seem right by all means demand a clearer explanation
Good luck buddy