Advice needed re:co-op bank charges

yeslek

back in july i told my mother about claiming back unfair bank charges and said i'd print out some letters and stuff for her seen as i was doing it too.
she only had charges from her co-op bank acocunt where as i was claiming from my halifax bank/credit card as well as my barclaycard.

since starting this i have had two successes and payouts with another going through court as we speak.

she on the other hand was messed about.
after sending a second letter due to non-compliance she got a reply saying it was being dealt with and eventually, at cut off date she finally received her statements.
two letters had to be sent out before she heard back, they blatantly ignored the first (request for refund) and so sent the second claiming interest and allowing 14 days before court action.

a week after the banks time ran out (hadnt put a claim in as needed to get the money to pay for it first..luckily) she got a letter last friday, saying that they would refund her 800 (out of 1100) and it was put into her bank.

the problem is a) they did not make an offer, they just refunded 800 when she clearly stated she wanted the full amount and nothing less, and b) she closed her account with the bank last december when she filed for some paypal debt management thing.

apparently, she still owes the bank about £4000 off a loan and so her bank account remained open with -£4000 as an overdraft while she is paying it off via payplan.

so yeah, the money has been taken off her loan but she has a payment contact with payplan and didnt want to pay extra off a loan as she had it under control.

she was hoping to have any kind of refund for xmas so she could afford presants and such.

thing is, can they do this when she clearly closed and moved her account last year (she is now with lloyds)
they did not contact her to say they couldnt close the account or why.

she's really upset that they have basically screwed her over and sent her bank charges refund to pay for her loan - surely they should be totally seperate things?

is there anything she can do to get the money paid via chq (as i have had to do with my closed halifax account)

any help on this matter would be much appriciated.

gem4

Had a similar scenario with co-op. Sent DPA request with £10 and a letter saying that since the requests for a list of charges was invariably followed by a claim for repayment, they should save themselves some time and money and just pay up now (in a nutshell).
Had to ring them a few days before the deadline and the statements arrived in the post on 39th day.
We've had them about 3 weeks and not got round to adding the charges up until yesterday. The charges amount to about £2300. We were just about to draft a letter asking for them to be repaid when a letter arrived from themselves saying they had paid £2045 back into the account which would show on the next statement.
Sure enough it does, but part swallowed in the £600+ overdrawn balance.
There is also a loan attached to this account.
It has also been blocked as it's a joint account with one party absconded.
The account cant be used, cant be closed and is only open to take loan payments.
My plan is now to thank them for their 'donation' to the account but explain that it falls short of the full amount we would like to claim back.
I think there is a template letter which refuses it as a settlement somewhere, that I'll have to dig out.