Co-op credit card

My Mum had a call from Co-op bank today as they were concerned about an increase in card usage. Turns out someone else had been ordering goods online and had run up a bill of over £4000.
They accepted without question that Mum hadn't used the card and have put through a refund immediately. They've also reduced her credit limit, at her request, so that there's less chance of it happening again.
What a contrast with a certain other bank who took 8 months to refund the money in very similar circumstances.