bank charges hardship claim

Earlier this summer i tried to get my bank charges paid back using the hardship clause. I waited about 8 weeks and thought well they must be busy. I then had a letter from the bank saying they had wirtten to me several times and because i hadn't replied they had closed the case. It is simply not true that they had written to me, and just thought they have no intention of paying out. Has anyone any thoughts please?
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