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Hi, welcome to JustAnswer. My name is Jo C, I’m a barrister with 12 years of experience and I am happy to help with your question today.
How can I help?
I have been asked to look at this for you.
I am afraid this is not a chat service. It’s email board and therefore, I may be delayed getting back to you.
Why have you not already complained to the ombudsman about this?
There really are only 2 options here. The first one is to pay them what they are asking for (I accept cash through may not allow it) and take them to Small Claims Court for the overpayment.
The other one is to refer the matter to the Ombudsman.
If you have been dealing with this on the telephone, you need to follow it all up in writing in the post. A telephone call is easy to get lost. You now need to reply to the deadlock letter. If they have told you to go to the ombudsman, that’s what you now need to do.