Bank charges

Galaxy55

My husband and I opened an advantage gold (joint) account with NatWest which costs £12 a month and covers you for travel and mobile phone insurance etc. My husband already had an advantage gold account so we asked the bank to cancel the advantage gold status on his account as obviously we wouldn't need two. We have recently realised that the bank did not cancel this as we asked. When we queried it they said they are unable to refund any money unless we can remember the name of the lady who opened the account and failed to cancel it!! Surprisingly enough we can't remember her name.

Has anybody else been in a similar situation and reclaimed the money?