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Try REALLY hard and in writing to sort with Bank . Do not in any way be fobbed off. Keep pressing and keep copies of all documentation.
From experience don,t go Via Ombudsman till you are forced to. The reason I say this is he seems to nearly always only rule on what was signed and not on any verbal disputed evidence, nor does he seem to take on board (unless he has written evidence) the General Rules on Consumr Codes.