Bank of Scotland/Halifax PPI

kieron10000

[FONT=&quot]Hi guys

Just wanted to share my story with PPI with the Bank of Scotland and a few things I’ve found out

I raised my initial PPI complaint back on the 5th of August for a couple of old loans I had with them. On the 20th Oct i received a letter advising that I would be receiving a refund of £1932.95. I then started to make enquiries about when I would receive this refund and found this website particularly helpful which is more than can be said for the BOS/Halifax customer service staff. So after a few weeks of getting no where I stumbled across an article on This Is Money about PPI refunds dated 2/11/2011

On this it claimed that Halifax/BOS were still refunding customers within there 28 day "gentleman's" agreement. So I once again contacted the nice fellows in the customer service team only to be told that there was no such agreement and they had no idea where I had got this information from. So after the latest incompetence from the customer service staff I sent an email to the CEO Mr Antonio Horta-Osario last week, bringing the article on this is money to his attention and asking if members of his banking group were aware they were miss leading customer and asking why members of his customer service team had no idea about it.

Much to my surprise around 4 hours after sending the email I was contacted by a senior complaints handler who said that it was not common knowledge and that’s why the staff were not aware of it. He then went on to tell me that the Halifax/BOS were not within the 28 day gentleman's agreement and that he was not able to tell me when i was due to get my payment, I asked him to put this in writing to me but "it was above his pay grade" and he couldn’t tell me who would be able to answer to me

So after stewing over the weekend I once again decided to try the good fellows over the telephone to enquire about the process if you go over the original date the Interest was calculated to. Much to my shock the IVR message for making complaints has changed and it now states that your initial complaint would take 12 weeks and any payments will take 30 days. So I asked the gentleman over the phone if this meant that I would receive my refund in the next couple of days only to be told that it was in fact due to an error and that they would report the fault on the IVR. As I had been told differing information by the people over the telephone before I decided I would wait until this afternoon and then try the number again to see if the message was still on the IVR and sure enough there it was saying it would be refunded within 30 days. So I decided to pursue it a little but more this time and spoke to a woman over the telephone this evening. She's advised that the IVR message is for new complaints and that they will be refunded within 30 days of getting letters. She then went on to inform me that they aim to have all the backlog's cleared within 30 days. I informed her that if they were going to meet the 30 days they would have to refund me by the original date (20th Nov) on my letter but surprise she couldn’t confirm that and only said the payment should be with me soon

I am not holding my breath and I am considering a follow up email to the CEO about the miss leading message on there IVR. Hopefully some people find this useful or at least an interesting read, if I do decide to take more of my time and contact the MIA Horto-Osaria again I’ll post an update

Hope those people who have been waiting for months get there funds before Xmas!!!!!!!!![/FONT]