LLoyd- Claims being 'Upheld 'then rejected.

digsby202

Hello,
Thought I would start a new thread for this.
I put in a claim for CC PPI with LTSB in May, I did not have any paperwork but was convinced I had PPI ( the card was closed in 2008).
I received all the standard letters , on August 24th I received an 'Upheld' letter with an acceptance form. I completed the form and this morning I received this..
' Further to our letter dated 10th August I would like to apologise for the misleading information that was given to you.
Hving investigated further it appears you did not have PPI on your CC'
I was convinced I had but must have been mistaken. I am furious that they let it go this far, surely this should have been picked up when I submitted my complaint form.
I would be interested if anyone else has had the same, I know of one other person on this site.
Digs

di3004

Hiya

Sorry to hear that.
Have you asked them to provide you with any proof they may have - such as the agreement, or any other documents they may have?

I would email them below......
[EMAIL="customer.care.insurance@lloydstsb.co.uk"]customer.care.insurance@lloydstsb.co.uk[/EMAIL]

When they sent you an upheld letter, did they state any calculations?

digsby202

Thanks Di,
No, they didn't provide any calculations they said they would follow. I posted on here at the time that I wasn't sure I had PPI but I must have , turns out I was wrong.
I will e-mail them, I had the card for about 20 years with a closing balance of £10,000 but I didn't have any paperwork. I realize I should have asked for a SAR beforehand.
I'm just surprised it went this far, just proves they must not check the complaint forms when they receive them !
Digs

magpiecottage

Lloyds TSB has been under enormous pressure to deal with cases following the Judicial Review. They sent out very many "uphold" letters in order to comply with an agreement with the FSA to resolve them within a defined timescale.

What appears to have happened is that they have decided they will refund all PPI costs to you and sent an "uphold" letter confirming this.

You accepted but when they went to their records they found you have never paid for PPI, so you are entitled to nothing (plus interest, I suppose!)

So I can understand your frustration but I can see how it came about. With so many complaints coming in, many where (as in your case) no policy ever existed it is inevitable that mistakes will be made.

digsby202

I agree Magpie, I'm not expecting to get something back I didn't pay for.
After I received the upheld letter I rang them regarding how it would be paid and they were very helpful telling me I could have it paid into a 3rd party account. He had all my details on the screen in front of him, surely they must have realized then !
I can only presume they don't even look at the complaint form, just put them through and I'm sure I will be one of many.
Thank goodness I don't bank with them !
Digsby

rising155

Hiya

This happened to me however I do have proof of my ppi. Mine was on my mortgage, only cancelled it this May. They are telling me to provide evidence but I am refusing to do so. All they need to do it check my mortgage account and it shows up. In fact I called the mortgage dept myself after getting the letter and they confirm I had ppi for 10.5 years!!! One department can't communicate with the other! Nightmare x