trying to help my mum reclaim!!

shantzi34

Mum has taken numerous loans with the co-operative over the years, now from what she has said they just added the insurance automatically and never mentioned that it was optional.
The last loan she got in 2004, she went in and told them this is what i can afford to pay each month what can you do for me, she was told we can bring it to that amount over 7 years adding that she really needed to have the insurance.
Again it was never even mentioned that it was optional, so mum assumed it was obligatory and that in order to get the loan she needed to have the insurance. If they hadn't added the insurance she could have got it over 5 years with her budget and be finished now.
She only found out it wasn't obligatory october last year when my husband looked at the paper work because she wanted to try and pay it off.

Am I right does she have a case??

I have done the 1st letter with template, and they responded with the you are mistaken although they did say it was there policy to recommend having the insurance over 7 years. And that she has been happy to have it all this time and could have cancelled it at anytime so she should contact the ombundsman.

I then replied with the second letter which they have responded with they are looking into it and it will take 4 weeks, but feel free to contact the ombundsman and gave us their leaflet.

Now do I wait the 4 weeks for their next response or do we contact the ombundsman??

any feedback would be gratefully recieved thanx!

pinknico

I would give them another 4 weeks and if you are still not satisfied, go to the Ombudsman.