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How do i do a reclaim?

Hi, I used a template letter and made a claim on my bank charges some 2 years ago and sent the letter direct to my bank, and although everything has been put on hold I never received any acknowledgement of my letter and heard absolutely nothing. Earlier this year I was diagnosed with cancer which really set me back financially , to the point where the bank charges have been added to my account more and more and I cannot get myself out of it. I have asked for a loan to help me get back ontop but of course they dont want to know because my credit rating has hit rock bottom. Can you tell me if i can push the claim forward or at least how to go about it.
Can you advise me
Thanks

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