it get worse. It seems they took 25k miles + £270 cash for an award flight with LH which I put on hold but never confirmed or paid for. I subsequently booked a different award on the same date, but they are saying I must have confirmed the other one (I didn't )

Apparently they will no have to trawl through the phone recordings to try and trace the calls. Meanwhile I will have to dispute the charge with MBNA I suppose.