CASE UPDATE
NatWest has agreed to refund the £129 that Total AV (www.totalav.com) charged Tony Souter for an antivirus subscription, after first refusing because it wanted to speak to the company (see Issue 715). It was wrong to insist on this because the Financial Conduct Authority forces banks to refund money for unauthorised payments (called chargebacks) and then wait for the retailer to challenge this decision.