Andy,

Sorry to hear about your predicament. As a former employee of aforementioned bank who decided to leave in the not to distant past (not sacked, not made reduntant chose to leave as I wasn't happy with how things were going). Your best course of action is going to be to ask your branch which service centre looks after your branch & their address. (you will be able to ask this over the phone too - dont give details just ask which service centre & address details)

Following this - using that address write to "Customer Service Manager, Customer Care Team" at the address listed.

State that you initally cancelled ad gold on x date at x venue and this was not done. When you spoke to someone previously they agreed the error & arranged refund etc (if money has been refunded to you there WILL be a case setup for this so there will be a permanent record) and detail that you expect the advantage gold to be cancelled and all charges incurred as a result of the non cancellation to be refunded. Of course, detail here is your friend - when did you speak to someone, were they in branch, on the phone etc?

Do NOT state that you will close the account etc if your complaint is not resolved as this does not assist your cause. Should you not recieve satisfaction within 2 weeks ask for the case to be escalated and for the address for the customer relations unit.

I hope this helps!