NRAM - post-PPI account debacle...can anyone help please?

Munro_Bagger

Hello everyone!
Can anyone offer advice on where to go next with this? My OH's NRAM PPI complaint was successful and on 30/06/11 he accepted their offer to reduce the o/s balance of his cash loan by £1,5972 from £2,489.16 to £891.34.

02/07/11 told the old loan account on which PPI would be applied, would be closed and a new account set up with the remaining balance, once the PPI had been paid. He asked for written confirmation that the old account had been closed, and was told to call back in one week.

20/07/11 written confirmation of old account closure or PPI payment not received - was asked to call back in one month.

27/07/11 letter received advising that PPI had been removed from the old loan, and the account number had changed to a new and different one. He called and asked why this had happened - NRAM advised they had set up a new loan agreement on the o/s balance, for a 31-month term.

08/08/11 told that the old account was still active, so he actually had two accounts running!

13/08/11 letter received quoting the new account number, with o/s balance of £891.25

17/08/11 letter received confirming that his new account with £891.25 o/s balance had been cancelled!!

25/08/11 told that the old account has an outstanding balance of £3,500, and that only 'Finance' can close this account. Also told that there is no telephone number for 'Finance', and the banking system closes at 5pm, so the service advisor couldn't help.

So, in short, it would now appear that after 6 weeks NRAM believe arrears on the old account to be £3,500 (they were actually £2,489.16 pre-PPI) and arrears on the new account to be zero, because they have closed it (it should be £891.25 post-PPI).:mad:

Can anyone please help?!?!?!? This doesn't make any sense to us!!! Thanks so much.

saverjules

Hi

I understand your frustration - we are on our 3rd account number now since the offer was accepted. Each time they set a new account we got a cancel letter and a new account letter - except this time!

We have been given a further account number over the phone With the correct balance but no payment date. We have said we are not willing to pay without it in writing - but no doubt they will send a nasty "you missed your payment" letter before the account one!

So incompetent I have no words to describe them As an organisation.

Munro_Bagger

Thanks saverjules - NRAM hadn't been getting much of a mention on the forum, so we thought it was just us! I guess we just pursue this through calls and writing...although I had wondered what was considered a reasonable time for them to sort this out, and whether a 'get your house in order or we'll go to FOS' letter was appropriate in the circumstances.