Need advice

vimpey

Hi

I've been looking after my dad's finances online for about ten years and back in 2001 I think he wanted an egg loan which came with an egg cc. The loan was settled in 2009 but the cc remains but had been forgotten. I was going through the santander dds on his account the other day and noticed one to egg loan so I deleted it. His cc has not been used for years and no payments that we were aware of have been made to them for anything. The closure of the dd has resulted in letters stating it must be reinstated and there are outstanding amounts on the account.
He rang them and first off managed to get some security questions wrong (he wouldn't wait until I was there to tell him what they were!!). So they have frozen his account but hinted that some money was owed to him from the account and it couldn't be closed. He asked them to close it told them he was going to cut up the card (he's 82 and has short fuse). Finally after another call while I was by him they told him that there was a charge of £36 to be paid on it for card protection and we don't know why it's there because the card hasn't been used and no insurance was taken out on the cc that we knew about. They keep telling us to ring the insurance company. We haven't yet because I wanted advice from anyone out there that has had dealings with this sort of thing before. I feel we must be able to claim back all the insurance that has probably been added to his repayments over the years too. It must have been missold to him as he was retired when he took out the loan.. I don't know where to start with this one. Be grateful for any advice please.

dunstonh

The closure of the dd

You cannot close a DD. You can only cancel it. Cancelling it does not cancel the contract it is linked to. So any contract that requires a mandate could be broken and have consequences. (just giving some background).

Finally after another call while I was by him they told him that there was a charge of £36 to be paid on it for card protection and we don't know why it's there because the card hasn't been used and no insurance was taken out on the cc that we knew about.

An annual payment would suggest its probably card protection. It wouldnt start out of the blue and probably goes back to when the card was taken out as its usually an option on the application.

. I feel we must be able to claim back all the insurance that has probably been added to his repayments over the years too. It must have been missold to him as he was retired when he took out the loan..

If its card protection rather than payment protection then employment status doesnt matter. Payment protection tends to be monthly. Hence why I think it may be card protection.

I don't know where to start with this one. Be grateful for any advice please.

If you wish to make a complaint of mis-sale then you need to write to the card provider telling them how the product was sold, what was said or not said and why you think it was mis-sold.

It usually helps to get your facts right and know what you are complaining about. Any assumptions, accusations without proof or guesses can work against you if the firm can prove otherwise. On balance of probability decisions, the most credible party tends to get the decision.