A&L - backing out of paying PPI?

poplet

I'm slightly confused. January 2009 I received a letter from A&L advising that if I thought I was missold PPI on a loan I took out with them back in Jan 2005 to contact them. As I was going to contact them anyway, and they beat me to it, I called them and made my complaints. My loan was meant to be for a duration of 4 or 5 years, but I paid it all off within 18 months... Mid Feb - I received a letter stating they had completed their investigation of the issues raised and would like to offer/refund X amount and if I accepted this, to send back the acceptance form within 20 days - which I did, via special delivery. Mid March and nothing, so I called them, twice actually to check they got it... and the advisor confirmed it was on the system. TOday, i have received a letter saying that "unfortunately they cannot provide [me] with an outcome". Erm, hello? have I missed something here... the letter offering the refund stated they had completed the invesitgation!! Can they do this? Offer me the refund, and rescind it now? What shall I do?
Or am I overeacting... and this is the standard letter everyone else is getting from A&L and waiting for their refund? Any advice greatly appreciated... before I give them a stern talking down to tomorrow morning!! Thanks in advance.

di3004

poplet wrote: »

I'm slightly confused. January 2009 I received a letter from A&L advising that if I thought I was missold PPI on a loan I took out with them back in Jan 2005 to contact them. As I was going to contact them anyway, and they beat me to it, I called them and made my complaints. My loan was meant to be for a duration of 4 or 5 years, but I paid it all off within 18 months... Mid Feb - I received a letter stating they had completed their investigation of the issues raised and would like to offer/refund X amount and if I accepted this, to send back the acceptance form within 20 days - which I did, via special delivery. Mid March and nothing, so I called them, twice actually to check they got it... and the advisor confirmed it was on the system. TOday, i have received a letter saying that "unfortunately they cannot provide [me] with an outcome". Erm, hello? have I missed something here... the letter offering the refund stated they had completed the invesitgation!! Can they do this? Offer me the refund, and rescind it now? What shall I do?
Or am I overeacting... and this is the standard letter everyone else is getting from A&L and waiting for their refund? Any advice greatly appreciated... before I give them a stern talking down to tomorrow morning!! Thanks in advance.

Hi there

Normally in these cases they have 8 weeks in full to resolve these complaints.

If you feel you have waited long enough contact the financial ombudsman by ringing them first and see what they suggest, tell them what you have us above, they may suggest you either way a little longer and give a timescale (even though you have waited long enough already), or they may even suggest you complete on of the complaint forms so they can take over this to investigate.

Here is the contact details of the FOS here:
http://www.financial-ombudsman.org.uk/contact/index.html

Good luck, hope you hear soon with some good news, please keep us informed, cheers.;)

Di
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fairymoneysaver

Hi, I rang A&L on Friday as I also received a letter like this even though I have sent back my new agreement and am waiting for the refund cheque. The lady who answered the phone just didn't have a clue what was going on and I got transferred to another dept. They couldn't tell me if my new agreement had been set up even though she confirmed that the papers had been received weeks ago. I have no idea if any money is going out my bank in the next few days.
I was also told the refund cheque would not be sent out until the new agreement had been set up.
Why I received a letter same as yours I don't know either. Give them a ring but you may not get any answers
So I am still waiting.....
Has anyone received a cheque from them this year? I would love to know how long it took, thanks!

di3004

fairymoneysaver wrote: »

Hi, I rang A&L on Friday as I also received a letter like this even though I have sent back my new agreement and am waiting for the refund cheque. The lady who answered the phone just didn't have a clue what was going on and I got transferred to another dept. They couldn't tell me if my new agreement had been set up even though she confirmed that the papers had been received weeks ago. I have no idea if any money is going out my bank in the next few days.
I was also told the refund cheque would not be sent out until the new agreement had been set up.
Why I received a letter same as yours I don't know either. Give them a ring but you may not get any answers
So I am still waiting.....
Has anyone received a cheque from them this year? I would love to know how long it took, thanks!

Hi hun

I believe this seems to be the case for many, possibly due to backlogs of these complaints and they have many refunds to deal with, hope you hear soon, good luck.;)

If there is an actual data dept, maybe ask them on the agreement if you've not done so with this section already, hope you hear soon of this also.

Di
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poplet

Firstly thanks for the posts. I rang them on Friday and the advisor reassured me that they had received my acceptance offer and the reason for the delay was down to the fact that they needed to be extra sure the ppi refund was calculated correctly... blah blah blah, as you can tell I didnt believe that... the letter offering me the refund had the calculations on there... which I then agreed to! So, i asked him to log the fact that i now want interest for March and April. Anyway, I told him that I had waited more than 8 weeks, and to log on the system also that they have until mid April to get it sorted or else I would photocopy all the correspondance I had received from A&L about offering me my refund and then rejecting it and will send it off to the financial ombudsman... oh and he said that the most recent letter i received about them not being able to reach an outcome, he said that he couldn't see that on the system and therefore must have been sent in error... call me cynical BUT i'm not buying that either! I'll keep you updated on things.

di3004

poplet wrote: »

Firstly thanks for the posts. I rang them on Friday and the advisor reassured me that they had received my acceptance offer and the reason for the delay was down to the fact that they needed to be extra sure the ppi refund was calculated correctly... blah blah blah, as you can tell I didnt believe that... the letter offering me the refund had the calculations on there... which I then agreed to! So, i asked him to log the fact that i now want interest for March and April. Anyway, I told him that I had waited more than 8 weeks, and to log on the system also that they have until mid April to get it sorted or else I would photocopy all the correspondance I had received from A&L about offering me my refund and then rejecting it and will send it off to the financial ombudsman... oh and he said that the most recent letter i received about them not being able to reach an outcome, he said that he couldn't see that on the system and therefore must have been sent in error... call me cynical BUT i'm not buying that either! I'll keep you updated on things.

Well done to you........:T:T, you know what your doing anyway, so good one and good luck to you, we hope to hear some good news on this soon.

Di
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poplet

Fairymoneysaver - whats this about them needing to set up a new agreement? Sounds odd... why do they need to do that? I thought the only agreement was on our parts i.e. that we agree to the refund figure and send off the acceptance letter.

poplet

Thanks Di... gosh you're well quick on replying!

di3004

poplet wrote: »

Thanks Di... gosh you're well quick on replying!

lol, I have eyes everywhere :rotfl::D;), lol XX
Keep at them anyway hun, your doing real good X

fairymoneysaver

poplet wrote: »

Fairymoneysaver - whats this about them needing to set up a new agreement? Sounds odd... why do they need to do that? I thought the only agreement was on our parts i.e. that we agree to the refund figure and send off the acceptance letter.

My loan still has until another 18 months to run so I had to sign a new agreement without the PPI.