Barclaycard cannot find my policy information :(

garyB_2

Hi,
I've recently submitted several PPI claims into various banks and credit card companies.

So far I've had one success and awaiting on the rest.

However I had a Goldfish Credit Card which I believe to be part of Barclaycard now so I sent off a claim and had a letter back from them saying they cannot find my policy details etc and therefore cannot continue

Although this is from a number of years ago, I had my successful claim with MBNA and I didn't have my Policy details either but they seemed to resolve my claim and send payment very quickly.

Any advice how I can go about proceeding would be gratefully received.

many thanks
Gary

dunstonh

Different lenders destroy data at different times. So, it is not unusual to get different responses.

At the end of the day, if there is no data available from you or from them then they can refuse to pay a penny as they wont know if you ever paid a penny. MBNA must have been able to locate your information to be able to have paid out an amount. That is unless they were being extraordinarily generous and plucked a figure of money out of thin air and gave it to you.

Did you make it clear that it was a goldfish card and not a barclaycard? Info will be on different systems. Did you close the account before it was transferred to Barclaycard? (data would almost certainly have seen some culling before relevant records were sent on to Barclaycard)

magpiecottage

If the Goldfish account was closed before the client base was sold to Barclaycard I would not expect the details of the closed account to be passed over for data protection reasons.

ALIBOBSY

Maybe worth a SAR just to double check no info at all is held. Also worth a good sort around at home as you never know you might just find some kind of info to base a claim on eg copies of old credit reports, bank statements listing regular payments on, old letters, the odd old statement etc etc.

All the banks default positions seem to be nothing held further than 6 years old, but have seen thread after thread when if pushed they suddenly "find" extra paperwork.

The biggest problem is if they have some kind of archive system often they use just reference numbers to store/retrieve the details so it would probably be a big help if you can track down your card number.

You may only end up with a "goodwill" payment, but if you can at least prove the card existed and perhaps an idea of the balance you can attempt to pursue it.
Problem is if you have no info/proof at all and they won't budge on saying they have no info you are a bit stuck. You can (after sending a SAR) start court action to force them to prove they have no info-or produce what they have, and some people have sucessfully done this, but it costs money and you really don't know if this is one of the occasions where they don't have the info or if it is a case of "its difficult to get the info", or even a "fob you off with a little white lie" occasion.

If I were you I would start having a good sort out. We were suprised to find a couple of old statements and some details for older cards. Currently negotiating settlement with a couple of banks based on these.

Ali x

anaylorefc

Also, all these companies and banks lie. My girlfriend recieved a letter off Barclaycard saying they couldn't locate her account. It arrived the same day as her Barclaycard statement. Keep pestering them and provide them with as much information as possible.

magpiecottage

anaylorefc wrote: »

Also, all these companies and banks lie.

You have no evidence to prove that. One might just as easily say "all people trying to claim PPI costs back lie".

Some do, some don't.

My girlfriend recieved a letter off Barclaycard saying they couldn't locate her account. It arrived the same day as her Barclaycard statement.

It seems very unlikely that they would have said they could not trace it whoever wrote that letter had actually known that the statement was on the way. So either they were incompetent or they were not given sufficient information to trace it.

provide them with as much information as possible.

My point exactly - but if they have destroyed their records it will not bring them back.

dunstonh

anaylorefc wrote: »

Also, all these companies and banks lie. My girlfriend recieved a letter off Barclaycard saying they couldn't locate her account. It arrived the same day as her Barclaycard statement. Keep pestering them and provide them with as much information as possible.

They dont go out of their way to lie. They employ staff. Some will be good, others will be lazy or out of their depth. Some may go the extra mile to do their job and search harder whilst others may check the absolute basics. Or it could just be a typing error in their search.

More people lie on PPI complaints than the banks are likely to do on responses. Yet we dont accuse everyone of telling lies.

nikkita_2

my son is having the same problem.the bank say that they "no longer keep details of passed loan agreements"

very strange.i have no idea how to help him

dunstonh

very strange.i have no idea how to help him

It isnt strange. Firms destroy data they no longer have a need for. The data protection act requires them to do this.

You can help him by telling him he should keep important documents in future. A scanner and keeping a scanned copy of documents is a very good way as it takes up no space.

garyB_2

Hi,
thanks for the info guys! I have actually found an old Goldfish statement with my credit card number on, so maybe I should copy that and mail that to Barclaycard. It doesn't show PPI listed on the statement though, does that mean I never paid it?

thanks
Gary