Thanks for your feedback as this is always highly appreciated.
I'd be happy to look into this further for you if you'd like.
I'm going to pop you over a PM so I can have a look at your account and share my findings with you.
I appreciate it.
My wife (who is the account holder) made an official complaint and they waived the charge but without giving any explanation as to how it occurred.
If it happens again we will be taking steps to close our account.