goodwill gesture wrong policy number

dumb_blonde

hello to everyone,
I recently wrote to Natwest regarding a policy for mortgage payment protection purchased in 2006.I was wrongly given the impression i was covered for unemployment when it was in fact for accident and sickness only.I had already taken out personal income protection for accident and sickness with Natwest which i informed them of at the time, so i was already covered.
Anyway, i wrote stating this and the policy number.
Yesterday i recieved a letter saying that after investigating they would offer a goodwill gesture.
The policy number on their letter is totally different and mentions insurance on a loan account,saying that they have already paid some in when the policy was cancelled in 2006 and they would pay the rest into any arrears on the loan and the rest into bank account.
My mortgage insurance i am talking about wasnt cancelled until 2009????
I have had loans in the past with Natwest but i do not have any details from 2006 so i dont know what they are talking about????

Any ideas on what i should do next????
Thanks x

di3004

dumb_blonde wrote: »

hello to everyone,
I recently wrote to Natwest regarding a policy for mortgage payment protection purchased in 2006.I was wrongly given the impression i was covered for unemployment when it was in fact for accident and sickness only.I had already taken out personal income protection for accident and sickness with Natwest which i informed them of at the time, so i was already covered.
Anyway, i wrote stating this and the policy number.
Yesterday i recieved a letter saying that after investigating they would offer a goodwill gesture.
The policy number on their letter is totally different and mentions insurance on a loan account,saying that they have already paid some in when the policy was cancelled in 2006 and they would pay the rest into any arrears on the loan and the rest into bank account.
My mortgage insurance i am talking about wasnt cancelled until 2009????
I have had loans in the past with Natwest but i do not have any details from 2006 so i dont know what they are talking about????

Any ideas on what i should do next????
Thanks x

Hello there

This one I think MagpieCottage or/and Dunstonh should be able to help with, fingers crossed they should be with you soon, good luck with this.

Di

dumb_blonde

any advice please, sorry to bump

maxdp

dumb_blonde wrote: »

any advice please, sorry to bump

Hi there. Ring and ask them or alternatively send a SAR letter. They will then send you all details they hold on you including loans etc. It will cost you £10.00.

Alternatively you could just ask them to send you the original agreements of both account No's.

dunstonh

Any ideas on what i should do next????

Go back to them and query why its different.

dumb_blonde

quick update,I rang Natwest ppi they told me sometimes mistakes are made(even totally obvious ones) and to look on the bright side cos its money that i didnt know i was getting then.I asked if i could be sent the paperwork for the loan they were paying out on,only to be told they couldnt find it so thats why they were offering a goodwill gesture.I pointed out that all paperwork is supposed to be kept on file for 6 years and was told that a lot gets lost.
Im starting to get worried about Natwest filing systems.One time when DWP wrote to them about my mortgage so they could pay me mortgage support,they were told i didnt have a mortgage with them.Another time i tried to claim on unemployment insurance only to be told that i wasnt the named person on the insurance,i hadto send them my copy of the agreement to prove this.Last week when i phoned them they had me on file as being a member of staff(im NOT)
Seems to me that if i send for a SAR then half will be missing and the other half incorrect.
Sorry bit of a rant there,but this is the worst place ive ever had dealings with,too many departments and none of them seem to know what they are doing.

di3004

dumb_blonde wrote: »

quick update,I rang Natwest ppi they told me sometimes mistakes are made(even totally obvious ones) and to look on the bright side cos its money that i didnt know i was getting then.I asked if i could be sent the paperwork for the loan they were paying out on,only to be told they couldnt find it so thats why they were offering a goodwill gesture.I pointed out that all paperwork is supposed to be kept on file for 6 years and was told that a lot gets lost.
Im starting to get worried about Natwest filing systems.One time when DWP wrote to them about my mortgage so they could pay me mortgage support,they were told i didnt have a mortgage with them.Another time i tried to claim on unemployment insurance only to be told that i wasnt the named person on the insurance,i hadto send them my copy of the agreement to prove this.Last week when i phoned them they had me on file as being a member of staff(im NOT)
Seems to me that if i send for a SAR then half will be missing and the other half incorrect.
Sorry bit of a rant there,but this is the worst place ive ever had dealings with,too many departments and none of them seem to know what they are doing.

Hi there

You could complain to the information commissioners office (ICO), they may not do a lot but may direct you on where to go with this, but give it a go anyway, or by just contacting them first if you want to - just to see what they have to say.
https://www.ico.gov.uk/Global/contact_us.aspx

Good luck.