Shady, and seems ****my

Very ****ty service, I called today to enquire why my account was debited, this lady kept saying that I have submitted my details. She never even asked me for my details, just kept saying I can't get my funds reversed, I asked for the complaints department and was not given any information. If they don't make contact I will be escalating to NCA and Ombudsman, this is classed as ********* and shady.