Imagine me, 30 years banking history with the NatWest, university educated, £3m London house and 4 kids sent through private school, going overdrawn...once; yes you guessed, a nasty letter in the post asking you cut up your card and telephone NatWest's Birmingham Collections Centre. Will you talk to a civilised individual? most likely yes but not if you have the misfortune of being put through to the charm personified that is Adiba Rahman; she doesn't care who you are or how honorable you come across, to her you are pondlife ***; I had the misfortune of not understanding why the bank had added this or that and made the mistake of asking the same question twice. Big mistake: "I have explained this to you before, I am not going to explain it again" she barked. Would you mind awfully please explaining it again to me, I asked. "If you weren't going overdrawn in the first place, we didn't need to have this conversation in the first place" came the answer. Ouch! I do apologise I said, but it really was an oversight. "Are you going to give me a credit or debit card to clear the arrears or not?" came the answer. I asked her again to explain to me the added interest charges and fines to which she said: I don't have time for this, if you are not going to give me a credit card or debit card, I'll terminate the call; won't you at least explain to me what the charge of £28 for, I asked: "Yes, of course", she said,...and,.......put the phone down.