MBNA Advise Needed

cpaterson3

Thanks very much for the quick reply, really appreciate it. I never called them wanting to add this pointless insurance, so they would have called me, and pushing me into taking up this option. However, I still think this was taken up when the account was opened.

Would it be better to call them and state these facts, and ask for proof of the phonecall, so the process can be speeded up? The main thing is that I was pushed into taking this as it would increase my credit rating and limit.

Thanks,

Chris

marshallka

cpaterson3 wrote: »

Thanks very much for the quick reply, really appreciate it. I never called them wanting to add this pointless insurance, so they would have called me, and pushing me into taking up this option. However, I still think this was taken up when the account was opened.

Would it be better to call them and state these facts, and ask for proof of the phonecall, so the process can be speeded up? The main thing is that I was pushed into taking this as it would increase my credit rating and limit.

Thanks,

Chris

I would not call them, I would always write to them and send by recorded delivery and reiterate your complaint and also ask that they provide proof of this so called phone call or you are going to request a full SAR and also go to the FOS with the complaint.

Good luck and post back if you need anything else.

cpaterson3

marshallka wrote: »

I would not call them, I would always write to them and send by recorded delivery and reiterate your complaint and also ask that they provide proof of this so called phone call or you are going to request a full SAR and also go to the FOS with the complaint.

Good luck and post back if you need anything else.

Apologies for all the questions, just don't know want to let them get away with it.

I always send letters by recorded delivery in such cases, so I'm ok there. Should I send them another letter, stating what you said about reiterating my complaint and asking for proof of this 'so called phonecall', and that if I don't get an appropriate response from them, I'll request a full SAR and go to the FOS. If this letter fails, then should I request a full SAR using the template?

Thanks

oscar52

marshallka wrote: »

Even if it was added later you still can ask for a copy of this phone call (they obviously have it as they are stating it in their letter) and you can then check for definate and it can still be missold then in some cases as there were rules that they had to follow since jan 2005.

Good luck

Chances are, they dont have the phone call - they will state (as many providers have) that they are confident their [STRIKE]highly trained[/STRIKE] arboreal dwelling staff dealt with the call in a proressional and compliant manner. Unfortunately, this isnt always the case (as A&L found out). If MBNA have rejected this as a final response (and I seem to recall ALL PPI complaints are now being treated in that fashion), then I would go to FOS - who are finding in the consumers favour - I beleive the latest figure from MBNA was over 85%.

cpaterson3

oscar52 wrote: »

Chances are, they dont have the phone call - they will state (as many providers have) that they are confident their [STRIKE]highly trained[/STRIKE] arboreal dwelling staff dealt with the call in a proressional and compliant manner. Unfortunately, this isnt always the case (as A&L found out). If MBNA have rejected this as a final response (and I seem to recall ALL PPI complaints are now being treated in that fashion), then I would go to FOS - who are finding in the consumers favour - I beleive the latest figure from MBNA was over 85%.

The final paragraph of the letter said the following:

"If you have any further questions, the please contact me on 0800 917 6592 (Monday to Friday 9am-5pm). If appropriate, we will then provide you with our final response letter. If we do not hear from you within the next eight weeks, we will consider this matter fully resolved."

Can anyone help me with what to say in response to them, as I want to keep it official and not have any slip up's in my letter, for them to pick up on?

Thanks

marshallka

cpaterson3 wrote: »

The final paragraph of the letter said the following:

"If you have any further questions, the please contact me on 0800 917 6592 (Monday to Friday 9am-5pm). If appropriate, we will then provide you with our final response letter. If we do not hear from you within the next eight weeks, we will consider this matter fully resolved."

Can anyone help me with what to say in response to them, as I want to keep it official and not have any slip up's in my letter, for them to pick up on?

Thanks

I would just stick to your original complaint and state that you still think the policy was missold to you and that you were told it would assist your application if you took the insurance out.

I would then state you want them to look into it again and that failing them changing their minds (as you do not have proof of anything about this phone call) you need a final response and will take the matter to FOS for them to adjudicate. I would then (that is failing them changing their minds!! but fingers crossed anyway) get the complaint into FOS as FOS are taking forever to deal with complaints anyway:rolleyes: - and in the meantime I would also request your SAR if this gives you peace of mind. You don't have to though if you know you are correct in what you are stating and feel it would be a worthless £10 spent but sometimes it can give people more fight when they have it in black in white.

Good luck and if you want any more help then fire away.;)

oscar52

cpaterson3 wrote: »

The final paragraph of the letter said the following:

"If you have any further questions, the please contact me on 0800 917 6592 (Monday to Friday 9am-5pm). If appropriate, we will then provide you with our final response letter. If we do not hear from you within the next eight weeks, we will consider this matter fully resolved."

Can anyone help me with what to say in response to them, as I want to keep it official and not have any slip up's in my letter, for them to pick up on?

Thanks

Seem to have changed the wording of their letters slightly - and I dont recognis ethe phone number any longer (I work for MBNA btw - unfortunately).

cpaterson3

oscar52 wrote: »

Seem to have changed the wording of their letters slightly - and I dont recognis ethe phone number any longer (I work for MBNA btw - unfortunately).

I feel your pain having to work for them, haha!

I'll send them another letter reiterating my complaint and the fact I was mis-sold this policy, asking for proff of this supposed phonecall and then saying that if I don't get an appropriate response I'll request a full SAR and take my complaint to the FOS.

Just hope this works out.

marshallka

cpaterson3 wrote: »

I feel your pain having to work for them, haha!

I'll send them another letter reiterating my complaint and the fact I was mis-sold this policy, asking for proff of this supposed phonecall and then saying that if I don't get an appropriate response I'll request a full SAR and take my complaint to the FOS.

Just hope this works out.

I hope it works out for you without the need for fos too.;)

I am sure Oscar52 will put a word in for you:eek:;)

cpaterson3

marshallka wrote: »

I hope it works out for you without the need for fos too.;)

I am sure Oscar52 will put a word in for you:eek:;)

Maybe, I should just get oscar52 to deal with my case now.