Build the fee timeline
Start with the fee date, fee amount, account balance, and any contact with the firm before or after the fee was charged. If the fee happened while you were asking for hardship help, keep that context next to the fee record.
Helpful documents
- Account statements showing the fee
- Emails, letters, or chat transcripts
- Screenshots from the banking app
- Notes from phone calls
- Any hardship request or complaint reference number
What to ask for
Your complaint can ask the firm to explain the fee, reverse or refund it, stop repeat fees while hardship is being assessed, and confirm the decision in writing.