Vanquis & Repayment Option Plan

nikkilala_2

I've been successful on quite a few claims now, but Vanquis are totally flummoxing me. I sent off the reclaiming form for my OH on 16/08 after speaking to them on the phone. They told me that the Repayment Option plan was sold over the phone so I asked for a copy of the conversation which they said they would send.
Got an acknowledgemant letter back on the 19/09 saying they were looking into it and had 56 days.
Them got a letter back on the 11/10 saying that my OH had benefitted from the plan for 15 months and activated it.
Phoned them and said no he had'nt. They relooked at their system, apologised and said they had made a mistake and he had'nt used it. I asked where the copy of the phone call that I had requested was and they said they couldnt find it, so I couldnt have it!!!! So I asked them for a copy of the script they had used to sell it to him, No they said can't give you that it's confidential!!
Today got a letter confirming that he didnt use the Repayment Option Plan at all, but that it is not an insurance therefore they won't be making any payment.
Sorry to waffle but has anyone had any joy with Vanquis as in my eyes this is an insurance that he was wrongly sold, he doesnt even remember agreeing to it.
He's now cancelled it but even when he phoned he spoke to some one who ended being really rude to him when he realised that my OH was cancelling and just kept pushing him to try and get him to take a payment holiday.

di3004

nikkilala wrote: »

I've been successful on quite a few claims now, but Vanquis are totally flummoxing me. I sent off the reclaiming form for my OH on 16/08 after speaking to them on the phone. They told me that the Repayment Option plan was sold over the phone so I asked for a copy of the conversation which they said they would send.
Got an acknowledgemant letter back on the 19/09 saying they were looking into it and had 56 days.
Them got a letter back on the 11/10 saying that my OH had benefitted from the plan for 15 months and activated it.
Phoned them and said no he had'nt. They relooked at their system, apologised and said they had made a mistake and he had'nt used it. I asked where the copy of the phone call that I had requested was and they said they couldnt find it, so I couldnt have it!!!! So I asked them for a copy of the script they had used to sell it to him, No they said can't give you that it's confidential!!
Today got a letter confirming that he didnt use the Repayment Option Plan at all, but that it is not an insurance therefore they won't be making any payment.
Sorry to waffle but has anyone had any joy with Vanquis as in my eyes this is an insurance that he was wrongly sold, he doesnt even remember agreeing to it.
He's now cancelled it but even when he phoned he spoke to some one who ended being really rude to him when he realised that my OH was cancelling and just kept pushing him to try and get him to take a payment holiday.

Hi there

You've a right (hubby) has a right to request for all data held on the account, and even more so by requesting a subject access request (SAR), they must oblige to by the law of the data protection act (DPA).

So if you require these details, they have 40 calendar days to comply and send all data they hold on the account, you enclose the one off payment of £10 cheque or postal order.
SAR template letter below.

https://forums.moneysavingexpert.com/discussion/1475553

For them to tell you they have evidence, then there is no reason why they should not provide it.
It makes you think doesnt it? And with the mistakes they seemed to have made.

So with the above request they should send either copies of the calls by a disc or written transcripts.

Good luck.

nikkilala_2

di3004 wrote: »

Hi there

You've a right (hubby) has a right to request for all data held on the account, and even more so by requesting a subject access request (SAR), they must oblige to by the law of the data protection act (DPA).

So if you require these details, they have 40 calendar days to comply and send all data they hold on the account, you enclose the one off payment of £10 cheque or postal order.
SAR template letter below.

https://forums.moneysavingexpert.com/discussion/1475553

For them to tell you they have evidence, then there is no reason why they should not provide it.
It makes you think doesnt it? And with the mistakes they seemed to have made.

So with the above request they should send either copies of the calls by a disc or written transcripts.

Good luck.

Thanks Di, Sat and thought about it this afternoon and did exactly that. Phoned them up to find out who to make the cheque payable to, where to send it, filled out the SAR template and sent it recorded. So hopefully I should get the info back and can go forward with it, if not will have the right info for the FOS.
Thanks again for all your info, It's been invaluable with other claims. Slightly O/T but I had a gorgeous Laura Ashley bench delivered yesterday which cost a small fortune, but was thanks to a successful ppi claim;);)

gareth89

Good luck with the SAR, I sent one to them recently, had the reply today and had nowhere near what I asked for.

I asked for the following:


• Copy of any recorded telephone conversations or transcripts of any such conversations between Vanquis and myself relating to the Repayment Option Plan

• A true copy of my Consumer Credit Agreement with the terms and conditions applicable at the time of taking the credit card

• Copies of all correspondence that apply to me as a data subject including copies of the welcome pack and terms and conditions of the ‘Repayment Option Plan’ that were sent at the time

• A complete list of all transactions or copies of all statements applicable to my credit card account with your organisation

•Copies of all documents which include any of my personal information including copies of any contacts, emails or computer records containing my personal information, or any records which pertain to this information

• Full copies or transcripts of any correspondence in postal, email or any other format which you have entered into with any individual, organization or third party which contains my personal or financial, or any information which pertains to me

• Full hard copy print outs of my personal or financial information, held in a digital, magnetic or any other format which is held in any archives, backups or other storage devices or locations

• A glossary explaining any such codes or acronyms used in any of your correspondence

I had a response through from their Legal and Compliance department today with the following provided:

- Copy of account notation
- Key to abbreviations
- List of transactions and charges

That's all I got. As far as I can see they have not complied with the SAR under the Data Protection Act 1998. Does anyone know what I can do now?

nikkilala_2

Same as me, received back the SAR request
1.Copy of account notation
2.Key to abbreviations
3.List of abbreviations
So I'm unsure where to go next?

amersall

Get back in touch and point out they have not complied with your request for the data and you will take this further if this is not sorted out..

joncow75

I've just had a letter back from Vanquis telling me I had opened this repayment option cover over the phone too. Therefore they would not be refunding the amounts paid. I think i'll be asking for a copy of the transcript too as this should fall under a SAR. If the investigator could listen to it to make a judgement that I ahd agreed to it, then it must be avail. Good luck Nikkilala hopefully you will get some success that may help others.

nikkilala_2

Thanks Amersall, Have sent another letter today stating that they have'nt complied with the SAR and I'm taking it further if they don't send me the info, fingers crossed but I'm a patient person.Especially as Lloyds sent me another £2,380 ten days before Xmas;):T

amersall

nikkilala wrote: »

Thanks Amersall, Have sent another letter today stating that they have'nt complied with the SAR and I'm taking it further if they don't send me the info, fingers crossed but I'm a patient person.Especially as Lloyds sent me another £2,380 ten days before Xmas;):T

:j:j Brill:beer:

nikkilala_2

Have given up waiting for them to reply to my request for the rest of the SAR information that I asked for and it's been 40 days so putting it to the FOS today.Fingers crossed;)

amersall

Go get em :D:D fingers crossed x.