HSBC think I've just blown it - can anyone help

in_debt_again_but_dealing_with_it

My husband has just tried to claim back the PPI on his HSBC mastercard on the basis that it was mis-sold as he has a heart condition that wasn't covered - he's had two extension letters from them and now have received a letter saying they are unable to support my claim as follows;

"Our records show that in 1994 you applied for a HSBC Credit Card. this card was protected by the optional Cardholder Repayment Protector, which is designed to repay 10% of your outstanding balance for a maximum of twelve months in the event of sickness, accident or redundancy. Life cover is also included in this plan. At the time you purchased the Cardholder Repayment Protector it was HSBC's process to provide you with a Policy Document, which explained how the policy worked together with the claims procedure and the exclusions that applied in respect of pre-exisiting medical conditions.

You then had a cancellation period, which gave you the opportunity to review all the above documentation and the right to change your mind.

Consequently, I consider adequate steps were taken to advise you of the main features and claim procedures of your Cardholder Repayment Protector Plan. I am therefore unable to refund the premiums that you seek.

The policy document states that if you have received, are receiving or know of any medical treatment that you need, you will still be covered by this plan. However, you will not be covered for any pre-existing medical condition or disease that you knew about should it reoccur during the first twelve months of the plan.

I would also point out that the premiums paid in respect of the plan have appeared on your statements since inception. Since this time, we have no record of you contacting HSBC to query the insurance or advising that you consider the plan was mis-sold to you."

So I guess that is it really annoying because we didn't know about the heart condition until he had a heart attack in 2000 - we never claimed on the insurance when he was out of work after that, for 6 months, because I simply didn't think he would be covered, I just kept (keep) on paying the premiums - how stupid am I :mad: to be honest we took the insurance because as with everything in those days it was a case of "if you don't take the insurance they won't let you have the card" but too late to claim that now. I really could cry - just hope someone else can benefit from this one.

If anyone has an suggestions we would be mostgrateful.

Here's hopefully.

maxdp

in_debt_again_but_dealing_with_it wrote: »

My husband has just tried to claim back the PPI on his HSBC mastercard on the basis that it was mis-sold as he has a heart condition that wasn't covered - he's had two extension letters from them and now have received a letter saying they are unable to support my claim as follows;

"Our records show that in 1994 you applied for a HSBC Credit Card. this card was protected by the optional Cardholder Repayment Protector, which is designed to repay 10% of your outstanding balance for a maximum of twelve months in the event of sickness, accident or redundancy. Life cover is also included in this plan. At the time you purchased the Cardholder Repayment Protector it was HSBC's process to provide you with a Policy Document, which explained how the policy worked together with the claims procedure and the exclusions that applied in respect of pre-exisiting medical conditions.

You then had a cancellation period, which gave you the opportunity to review all the above documentation and the right to change your mind.

Consequently, I consider adequate steps were taken to advise you of the main features and claim procedures of your Cardholder Repayment Protector Plan. I am therefore unable to refund the premiums that you seek.

The policy document states that if you have received, are receiving or know of any medical treatment that you need, you will still be covered by this plan. However, you will not be covered for any pre-existing medical condition or disease that you knew about should it reoccur during the first twelve months of the plan.

I would also point out that the premiums paid in respect of the plan have appeared on your statements since inception. Since this time, we have no record of you contacting HSBC to query the insurance or advising that you consider the plan was mis-sold to you."

So I guess that is it really annoying because we didn't know about the heart condition until he had a heart attack in 2000 - we never claimed on the insurance when he was out of work after that, for 6 months, because I simply didn't think he would be covered, I just kept (keep) on paying the premiums - how stupid am I :mad: to be honest we took the insurance because as with everything in those days it was a case of "if you don't take the insurance they won't let you have the card" but too late to claim that now. I really could cry - just hope someone else can benefit from this one.

If anyone has an suggestions we would be mostgrateful.

Here's hopefully.

Hi There

Do not get disheartened this is a very common fob off letter. Write back to them staating that you felt that the insurance was not explained to you and you feel they are hiding behind their paperwork. Tell them that you are willing to take this to the FOS and give them two weeks to reply. Then download a form from the FOS web site and be prepared to wait at least 18 months. Good luck to you.

marshallka

Hi, do not give up here. This is usual that they write what they have done. You can still give it a go with another letter and then take it FOS perhaps if they do not uphold. This is not a final response (don't think) unless they have written final response. I would just reiterate what you said were your reasons for misselling and take it from there.

Good luck

maxdp

Tee Hee. SNAP

in_debt_again_but_dealing_with_it

HSBC sent me a copy of the application form with their letter and the box for card repayment is definately ticked - I simply can't remember when we applied, how we applied - in the branch or just with a application in the post. What is odd (and may be me just clutching at straws) but the tick in the box for cardholder repayment protection is different from my other ticks - also the wording is WE STRONGLY RECOMMEND YOU TAKE OUT THIS VALUABLE PROTECTION blah, blah - but so long ago how can I prove;

a) that their staff ticked the box for me
b) that they were going to refuse the card if I didn't take it

Thanks for all the help folks - giving me a chink of hope

marshallka

in_debt_again_but_dealing_with_it wrote: »

HSBC sent me a copy of the application form with their letter and the box for card repayment is definately ticked - I simply can't remember when we applied, how we applied - in the branch or just with a application in the post. What is odd (and may be me just clutching at straws) but the tick in the box for cardholder repayment protection is different from my other ticks - also the wording is WE STRONGLY RECOMMEND YOU TAKE OUT THIS VALUABLE PROTECTION blah, blah - but so long ago how can I prove;

a) that their staff ticked the box for me
b) that they were going to refuse the card if I didn't take it

Thanks for all the help folks - giving me a chink of hope

I personally would just write that the tick was NOT your tick and that their staff said to you that you could not have the card without it IF that is what you believe. It is then up to them to prove otherwise I would say.

They always put things like they have written to you so its not always personal. If you believe it was missold then carry on the complaint and take to FOS if you are able if they refuse it.

Good luck

in_debt_again_but_dealing_with_it

Should I just use the template letter stating simply not responded appropriately or should I mention the tick and mis-selling aswell? Thanks.

marshallka

in_debt_again_but_dealing_with_it wrote: »

Should I just use the template letter stating simply not responded appropriately or should I mention the tick and mis-selling aswell? Thanks.

I always think its best to put it in your own words as its your complaint and personal to you then.;)

in_debt_again_but_dealing_with_it

I'm just trying to word the letter but I'm worried because I'm changing my original reason for reclaiming - originally it was the health aspect because I thought this a card I acquired after my heart attack in 2000 however I now know this card was taken out in 1994 - 6 years before my heart attack and at the time I needed the card so would agree to anything. Is it okay to change my reason for reclaiming?

marshallka

in_debt_again_but_dealing_with_it wrote: »

I'm just trying to word the letter but I'm worried because I'm changing my original reason for reclaiming - originally it was the health aspect because I thought this a card I acquired after my heart attack in 2000 however I now know this card was taken out in 1994 - 6 years before my heart attack and at the time I needed the card so would agree to anything. Is it okay to change my reason for reclaiming?

You really should have added all your reasons at the beginning of the complaint but it should be OK to add them now if you have only just become aware of these other reasons. Give it a go as you are not "changing" your reasons, you are actually adding to them really.:)

dunstonh

<devils advocate mode on>

o I guess that is it really annoying because we didn't know about the heart condition until he had a heart attack in 2000 - we never claimed on the insurance when he was out of work after that, for 6 months, because I simply didn't think he would be covered, I just kept (keep) on paying the premiums - how stupid am I :mad: to be honest we took the insurance because as with everything in those days it was a case of "if you don't take the insurance they won't let you have the card" but too late to claim that now. I really could cry - just hope someone else can benefit from this one.

So, this would indicate you were aware of the cover back then but chose not to claim. This would, in their eyes, make you appear as an opportunistic complaint.

Remember there is nothing wrong with having PPI. It's how it was sold. You are no longer credible in your opinion on how it was sold. So, I would expect them to continue to reject it. So, this works against you whatever way you play it.

<devils advocate mode off>