From the guarantee
Quote:
- If the amounts to be paid or the payment dates change, the organisation collecting the payment will notify you normally 10 working days in advance of your account being debited or as otherwise agreed
- If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid
- You can cancel a Direct Debit at any time by contacting your bank or building society. We also recommend you notify the organisation concerned.
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go back to the bank and kick up a fuss and refuse to leave untill you see someone in charge. Nowhere in the guarantee does it say do not contact the company making the mistake. Invoke this guarantee or threaten court action
Show them what the definition of guarantee is just to ensure they know English
Quote:
give surety or assume responsibility; "I vouch for the quality of my products"
make certain of; "This nest egg will ensure a nice retirement for us"; "Preparation will guarantee success!"
a written assurance that some product or service will be provided or will meet certain specifications
undertake: promise to do or accomplish; "guarantee to free the prisoners"
a pledge that something will happen or that something is true; "there is no guarantee that they are not lying"
stand behind and guarantee the quality, accuracy, or condition of; "The dealer warrants all the cars he sells"; "I warrant this information"
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