Latest delaying tactic from Black Horse

biondani

My wife has just phoned them and they have stated that they are waiting for new procedures to be put in place before moving forward again.

This is now beyond a joke.

Ian

biondani

On the phone to them now and they say they are awaiting guidance fr the FOS on how to deal with the cases on hold. Since when have they needed guidance to refund those people that they have missold policies to.

Ian

amersall

Give FOS ring and ask them why Black Horse are saying this.
You are right they know how to deal with claims and i think this is just a delaying tactic.

biondani

Looks like whoever said that was talking crap as now talking to someone that knows what they are talking about

biondani

Apparently they haven't dealt with any that were put on hold due to JR as still not received procedures from Lloyds group on how to proceed. They admit all complaints were on hold and they haven't dealt with any other than those that shouldn't have been subject to JR to start with

Tommyh

My claim got sent to Santander and within a few days they upheld the decision, so i think black horse are talking nonsense. Ask them why it's one rule for them and one for everyone else then.

di3004

Did you email the CEO about this as well or customer service?

biondani

I did Di, but I cc'ed myself and my iPhone ate the message without saving or sending it so will be sending another one later.

Ian

jools35

They are talking absolute rubbish. I think you've seen my other thread, just to say that my claim was put in last October. It was on hold due to the JR.

You may recall we were told we were getting a 'payout' verbally. We questioned this after a few weeks as had heard nothing formally. We were then told that the person who told us this was wrong and had been disciplined because of it! We were offered £15.00 compensation for being told the wrong thing!!!

Then, I emailed the CEO and customer service team, as suggested on here.

After a couple of email exchanges I eventually got the complaint upheld and have signed and returned the acceptance.

Bizarrely, we actually got a cheque the other day for £15.00. We called up BH to check they had our acceptance and I was told that the 15.00 was in full and final settlement of our complaint :rotfl::rotfl::rotfl:

I argued the point, was put on hold several times and eventually I gave up with them. I then emailed the guy who had dealt with the actual complaint, and he apologised and confirmed the front line agents had got it wrong and that our acceptance had been received.

So, the moral of the story is to email the CEO, customer service team and you WILL get a response. Give them until about 11am tomorrow morning, if no joy email them every 2 hours.

If you recall I got sent the entire internal email chain by mistake and the theme throughout was to hurry up and respond to me to get me to stop emailing the CEO :rotfl:

Keep at them

biondani

I have emailed the CEO 3 times and haven't had any response to the emails. I will try email again.

Ian

kirklean

biondani wrote: »

I have emailed the CEO 3 times and haven't had any response to the emails. I will try email again.

Ian

I resubmitted my claim in March, told I was on hold and as soon as the JR appeal didn't go ahead, I called and emailed and basically pestered the life out of them.
I then got a call in response to an email to them from a nice person called Bethany. Within a few days I got the uphold letter and I am just waiting on being paid out.
According to them yesterday, the calculations have been done, checked and approved and should be resolved in the next 4-5 days.
I did checkily call the customer service number after hearing this for a balance and it appears as though there is work happening on it now because the outstanding balance had shrunk by 6k.