You need to write and make a complaint. Do not call and do not email them.
Their address is:
21 Lombard St, London EC3V 9AH
They will investigate the matter and report back to you.
If they do not uphold the complaint then you can go to the Financial Ombudsman.
They offer a free, independent service who can examine your complaint for free at:
That should resolve the matter for you.
Can I clarify anything for you about this today, please?
If not, I would appreciate a 5-star rating for my answer, by clicking the button at the top of the screen. I am not paid for my time unless you rate. If you need anything further I am available for a follow up at no extra cost.