Hi,
We've now reviewed this account in relation to the situation outlined. I am entirely confident that the current status of this account in terms of the account being frozen with an unpaid balance is exactly right. That said, I completely understand why the account holder doesn't feel this is right, as it has been caused by a number of transaction situations that have impacted on each other.
Obviously it would be inappropriate to outline in detail the actual transactions, how they were processed and the handling of them by ourselves and the bank. However, we have sent an email to the account owner, listing in detail each individual transaction and whether it has been pre-authorised but not taken, declined, accepted, refunded or disputed. The account owner should be able to use this information and cross reference their bank details to confirm.
We've had previous correspondence with the OP relating to this issue, but the situation changes as time goes by ...
Read more