Barclays Account fee reclaim Help!

Lme85

Hi, my husband made a complaint about being mis sold his account on the 1/4/15. He has been paying £25 per month since 2006. He received a letter before this saying as he no longer qualifies for this account and they are changing him down to another account and that they would be in touch soon to discuss his options. To qualify for his account you had to pay in a min of 100,000 per year which he has never done he only took the account out as he was told he couldn't have the level of overdraft (£850) with out it.
Well now he has just telephoned them to see how it was getting on as a friend of ours had her claim paid out last Monday and she reported it 4 weeks after him. Hes been told that the claim was closed and re-opened on the 31/7.
He filled in 2 different types of forms and answered more questions about the account over the phone before it was closed.
I just want to know is this right?
They are now saying it has to be done again! But he has spoken to the a couple of times since the 31/7 and this is the only time this has been mentioned.
He has never used any of the features on the account except the overdraft.
Should we take this up with the financial ombudsman?

Any advice would be welcome were not sure if this is the norm and to just accept this and wait again or take this further....

Thanks and apologies if I haven't posted in the right place I use this forum for advice but have never actually had to post to one before.