Dear Anon,

Your bank certainly managed to turn your smile upside down following the scam phone call that culminated in more than £6,000 being spent fraudulently on your credit card. With you and your wife both elderly and in poor health I was worried about the lackadaisical response shown by Smile’s fraud department over your mounting concern.

This included your shock when £471 in interest was still charged on the debt after you had asked the bank to freeze the account while the case was under investigation.

You endured a painful six-week wait and sent me increasingly frantic emails about being unable to sleep and eat thanks to the worry. But finally, last week, Smile came back to me with the conclusion – as if anyone doubted it – that you were indeed a victim of a scammer and it was out of your control. Hence all your money would be returned.

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