Unwanted Protection

Elhall_2

I took out a loan with the RAC. After answering all their questions and deciding that I could have the loan I wanted they then tried to sell me Payment Protection Insurance. I told them that I didn't want it.

Then a courier came out, and as he would only wait a limited time (15 minutes) I ticked and signed all the boxes that the ticksheet told me too.

As I had talked everything through with the person from the RAC, and I trusted them as a company I didn't bother reading through the pile of paperwork. To be honest, as I'm dyslexic it doesn't make any sence to me even now.

A month later £50 was taken out my account. Apparently I'd signed to say that they could do this and I had been told about the charge... I had not been told at all - not the RAC manager wasn't bothered when I phoned. The gist of the conversation was "tough".

To make matters worse now that the payments have started they are nearly 45% larger than expected. Finially, when the first payment came out and I relised there was a HUGH mistake, I asked my brother to read the paper work, it appears that I have PPI. The difference is that it is a second loan with a high APR(?) which means that over the 5 years I'll be paying then around £7000 on something that I didn't want!

I sent a letter (as they are so unhelpful on the phone) and they say their notes state that I requested the PPI - I didn't, but because someone in their centre has typed that in they believe it. I asked to cancel the PPI as I never wanted it, they said I could do that but the payments would stay the same. Plus they wouldn't remove the full amount, even though I'd only made one repayment. They would only remove around 45% of this additional loan, which would still leave me around £2500 out of pocket.

I requested all the data that they hold on me and details on how they choose the PPI, but apparently I have to pay £10 to even see that.

This loan was suppose to make things easier, it hasn't. I am no better off as I can only just make the repayments.

This has got me very depressed and down and I can't see the way to fight this. My brother says that we can fight, but I have to expect to not get all my money back. I feel used and abused by the RAC.

What can I do?

sammyjo_3

Sorry to hear what has happened to you, though not suprised!

What I would do is ask them to transcribe the call you had. The date and time will be logged. I can guarantee you that they'll say it is not possible, but it is and insist upon it being done. You might find that they'll be a little more helpful as transcribing a call is a nightmare!

Good luck!

Elhall_2

I've had to transcribe calls myself, as you say a nightmare. But when I asked about that before I was informed that the calls are not recorded. I'll add it into my next letter to them, I really don't trust them on the phone anymore.

The general gist of the last phone conversation with one of the managers was ~if we were doing something wrong the FSA(?) would stop us so don't bother complaining.~ Needless to say I followed up with a letter. They even broke there own policy on complaint handling by not transfering me to the Complaint team. That manager was nightmare to talk to.

Elhall_2

After a small amount of research I've found that they can charge me the £10 for getting the information, it is the maximum that can be charged. I intend to ask for every scrap of information they have on file and all notes, transcribings and information on how they choose the PPI for me.

Question: Has anyone else had this problem? Is it worth going to Trading Standards or Watchdog at the same time I send my letter to the FSA? Or should I hold back and go to them at a later time if I haven't had any joy?

Rafter

I am sure they subscribe to the banking code and therefore have a formal complaints handling process.

Complain.

Tell them you have been missold insurance and that you specifically did not request it.

Tell them if they do not reverse it you will escalate the complaint to the insurance ombudsman. That alone will cost them money.

Don't pay them the £10 though - they are just trying to scare you off - if you complain it is up to them to prove that you requested the insurance, not the other way around.

Good luck

R.

Astaroth

What you asked for is a release under the data protection act for which a company is entitled to charge up to £10 administration fee to provide.

A transcribe of the call alone probably wouldnt solve the matter anyway... you say you ticked boxes and signed things without reading after the telephone call and therefore if one of those boxes was asking for/ agreeing to PPI then this would superceed your telephone call as it occured after (people do change their minds over things)

Without knowing what it is you signed etc it is difficult to give advice.

Elhall_2

They sent out a tick box "guide" to go through which directed you to tick and sign boxes. I can't believe that they a) went against my wishes, b) didn't give me PPI but a second loan that isn't really mine, c) are really not interested and have zero customer care, d) the 'insureance' increased my payments by 45-50% - other insurance that is quoted to me (and refused) is normally around £25 per month - this is £110, e) the paperwork said in big letters at the top 'product you have choosen=NONE' then in small lettering in the bottom after a lot of bumf it says that the product they recommend is 'x' and there's a box to sign.

prudryden said that the RAC have been taken over?

I really hate this... and them... and just keep beating myself up about it.

Elhall_2

I signed and ticked everything that the tick list told me to.

The courier would only stay there 15 minutes, any longer and the cheque would go with him. I needed the money.

prudryden

Elhall wrote:

They sent out a tick box "guide" to go through which directed you to tick and sign boxes. I can't believe that they a) went against my wishes, b) didn't give me PPI but a second loan that isn't really mine, c) are really not interested and have zero customer care, d) the 'insureance' increased my payments by 45-50% - other insurance that is quoted to me (and refused) is normally around £25 per month - this is £110, e) the paperwork said in big letters at the top 'product you have choosen=NONE' then in small lettering in the bottom after a lot of bumf it says that the product they recommend is 'x' and there's a box to sign.

prudryden said that the RAC have been taken over?

I really hate this... and them... and just keep beating myself up about it.

TICK BOXES: Something sticks in my mind about this. E.Q. as follows:

Please tick box if you want this product> this is proactive on your part and is legal.

Please tick box if you DON'T want this product> this is passive and not legal.

Any consumer lawyers on board here? Please correct if my mind is gogga this morning.

mrcow

Here's a link to perhaps read whilst you're waiting for all the info on you:

http://www.fsa.gov.uk/consumer/pdfs/complaint.pdf

It details how to bring forward a formal complaint. I certainly wouldn't let this rest. You can all the FSA for advice, but they are limited with how much they can help on the phone. Are you now in contact directly with their customer complaints dept?

olly300

prudryden wrote:

TICK BOXES: Something sticks in my mind about this. E.Q. as follows:

Please tick box if you want this product> this is proactive on your part and is legal.

Please tick box if you DON'T want this product> this is passive and not legal.

Any consumer lawyers on board here? Please correct if my mind is gogga this morning.

It's called "Prior Consent" but the only stuff I can find is about email and tick box marketing.

Elhall do you have other proof or a medical professional that will state that you are dyslexic? If so I think the RAC may have fallen foul of the Disability Discrimination Act in the provision of goods and services. http://www.opsi.gov.uk/ACTS/acts1995/95050--c.htm

Contact the RAC in writing. You should send this letter by recorded delivery or fax because it is a letter before action, and you don't want the RAC to claim they didn't receive it. (You will be surprised the type of companies that try and do this i.e banks)

Inform them in the letter, that they have breached the Disability Discrimination Act 1995 and it's amendments, by allowing a dyslexic person limited time to read complicated documentation on their doorstep, and threatening person that they will remove the cheque if they didn't comply. (Make sure you use the words "threatening" in the letter.) State that you clearly stated before hand that you didn't want PPI and due to their breach of the DDA you want them to refund the money within 28 days and place the loan on the advertised rate without PPI, and if they don't do so you are going to take further action against them.

If they don't pay back the money see if you can complain to the finiancial ombudsman (http://www.financial-ombudsman.org.uk/faq/index.htm ) if not use a weekend newspaper (The guardian, The Sunday Times) and get help from them.

You don't have to prove that you are dyslexic to the RAC but you may have to if you take the matter further.

The RAC will not like it know publicly that they don't give people a lot of time to read documentation especially if they have a disability that makes reading slower.