Extended family member has term loan with bank. They closed her current and credit card accounts last year as she has number of previous and current complaints with FSO- indeed, all previous complaints were settled in her favour. Her loan account has balance outstanding in range 4000 euro. The bank wrote to her claiming that she now had a sole point of contact and should not have to contact any other section in bank. When she attempted to contact the person - he was unavailable, did not return calls - over 50 calls- she has dates/ times , other staff hung up when she tried other people , her emails and letters not responded to. The contact person did not have direct account to account and provided 'transaction history' reports with errors and question marks when she asked for account statement. The contact person did not provide all records when she made a data protection act request and denied that file notes / records of phone calls existed despite staff advising her of the times/ dates/ who she spoke with. She now decided to cancel the monthly instalment. Is she right ?