alexist

Went in, explained, he (not manager but it didn't matter), looked at the notes and agreed to refund the fee. He did mumble something at the end about "this not technically being the bank's fault" but added "I understand where you're coming from" (i.e. that I had been told future charges related to this would be refunded). Thankfully he decided to honor what I'd been told, which is how a bank should operate.

Phew. Like I said, it wasn't about the money any more, it was about the point and NatWest doing what they said!