PPI Reclaiming Discussion Part 5

Utilitarian564

Hi Everyone,

I was enrolled on the M40 motorway services for my MBNA credit card, I think in the late 90's.
The salesperson approached me and said to you want another credit card, I just signed and got on my way.
I've filled in the MBNA PPI form from the MBNA website. I received a letter last week saying they were checking my account. This week however I've received another letter and it says;

" Having completed an investigation into the complaint, I can confirm that our system records show that no sale of PPI was made on this account".

Has anyone else received a similar letter ? Should I contact the ombudsman? I've had two accounts through MBNA before the credit card was taken over by Virgin (It had previously been a Virgin credit card but was administered by MBNA).

Thanks,

U

[Deleted User]

Utilitarian564 wrote: »

" Having completed an investigation into the complaint, I can confirm that our system records show that no sale of PPI was made on this account".
Has anyone else received a similar letter ? Should I contact the ombudsman?

If you have proof that you paid PPI (it would have appeared on every monthly statement) then you should present this evidence to the Bank. Otherwise, your "complaint" is over.

If you didn't actually have PPI, on what basis did you complain?

angela2011

Hi All,

need to know what to do next. My partner had a mortgage with Black Horse TSB 11 years ago and wants to apply for a PPI refund. Could someone possibly point out a letter template we can use for this please?

I can see templates for SARS etc but not for the actual claim. I might be missing something so apologies up front.

TIA

dotties

Further update from me, I received a call yesterday from Halifax in which they spent nearly 50 minutes going through my questionnaire including asking me some quite personal information about a long term condition I have such as what level of monitoring was I under at the hospital, what medication I took etc. I was quite surprised by this.
The representative even questioned how my condition stops me from undertaking things in day to day life. I had mentioned my condition on my form but that wasn't my main complaint. He asked me the name of the person I spoke to in 2004 when I discussed the card - I can't remember the name of someone I randomly spoke to last week let alone in 2004. There were also questions about my position in the organisation I worked for and in which department, what the role undertook etc (I work in the public sector)
It was like a government assessment.
The other thing they said was that the PPI I had was cancelled in 2006 - but I never did that and the account was transferred to MBNA with PPI in place. He seemed to indicate that I had cancelled it but couldn't evidence it.
He confirmed my contact information, my bank account I had said I wished to be paid into and said at the end of the call that he felt he now had enough information on which to make a decision and I would receive a letter.
It was actually a bit stressful, I felt under examination!
So, I wait with baited breath!

joannew99

Hi


I don't know if this is the right place to post this as it is my first post. I took out ppi with my credit card when I applied to NATWEST. The original application form stated something along the lines of "we recommend that your monthly credit card repayments are protected in the event of an accident, illness, involuntary unemployment or death" yet the fso did not uphold my complaint. The reason they gave this was even though the wording wasn't ideal this was not a direct recommendation. The explanation that Natwest/RBS gave this is a general statement and is not direct advice to you and your circumstances. I asked if it wasn't direct advice who was it aimed at and what was the point of it? Has anyone else experienced this and were they given any different reasons?

[Deleted User]

Direct advice is that given personally to you from an advisor. You received indirect advice from a leaflet or application form.
If your complaint to the Ombudsman has been rejected on this basis, your complaint is over..

dunstonh

The original application form stated something along the lines of "we recommend that your monthly credit card repayments are protected in the event of an accident, illness, involuntary unemployment or death" yet the fso did not uphold my complaint. The reason they gave this was even though the wording wasn't ideal this was not a direct recommendation. The explanation that Natwest/RBS gave this is a general statement and is not direct advice to you and your circumstances. I asked if it wasn't direct advice who was it aimed at and what was the point of it? Has anyone else experienced this and were they given any different reasons?

Advice has a regulated meaning. I am an IFA. I give advice. Advice I give provides a higher level of consumer protection compared to someone going DIY. A factfind is completed, discussions about needs and objectives and then a recommendation made with a report supplied. You got none of that. You have one sentence that you are trying to claim is advice.

That said, some banks have found their wording on these things has gone too far and have had the case classified as an advised one. However, it is the ombudsman that generally decides that. In your case, the wording isnt that strong. Its not ideal but it says they recommend you cover yourself in case of events. That is different to saying we recommend you take out this product. The latter is where the providers have fallen foul. Pointing out a potential need area is not strong enough to be classed as advice.

dotties

Yet another update from me.
Whilst I thought MBNA had passed the case onto HBOS they hadn't. I received a letter from them today saying whilst they had not sold me the initial product (that was HBOS) they had taken monies for ppi and on assessing my complaint, as a gesture of goodwill, would compensate me. It's over £750.
They say that HBOS will contact me separately about the initial sale and the first two years of the ppi payments.
I guess if they were to uphold my complaint I would receive additional monies from them directly.
Obviously HBOS have already contacted me, including the 50 minute phone call. So it will be interesting to see what they say. Does anyone think they will not uphold it now MBNA have - it's the same account?

Insider101

dotties wrote: »

Yet another update from me.
Whilst I thought MBNA had passed the case onto HBOS they hadn't. I received a letter from them today saying whilst they had not sold me the initial product (that was HBOS) they had taken monies for ppi and on assessing my complaint, as a gesture of goodwill, would compensate me. It's over £750.
They say that HBOS will contact me separately about the initial sale and the first two years of the ppi payments.
I guess if they were to uphold my complaint I would receive additional monies from them directly.
Obviously HBOS have already contacted me, including the 50 minute phone call. So it will be interesting to see what they say. Does anyone think they will not uphold it now MBNA have - it's the same account?

MBNA haven't upheld it. In fact quite the opposite. They have effectively disclaimer any responsibility for anything which may have been wrong with the sale, however, made you a redress offer as a gesture of goodwill. This is as it sounds, it is not the same as upholding your complaint. That said, HBOS decision could be anything and MBNA's offer will have no impact in this respect. Best just to wait and see.

dotties

Insider101 wrote: »

MBNA haven't upheld it. In fact quite the opposite. They have effectively disclaimer any responsibility for anything which may have been wrong with the sale, however, made you a redress offer as a gesture of goodwill. This is as it sounds, it is not the same as upholding your complaint. That said, HBOS decision could be anything and MBNA's offer will have no impact in this respect. Best just to wait and see.

Thanks, either way it's nice to have the gesture of goodwill from MBNA. I guess in my head I thought they wouldn't have done that if they thought there was no case to answer.
HBOS have been pretty rigorous in their approach to assessing so I think it will be interesting what the outcome from them is. I have a feeling, purely based on the conversation with them, that it will not be upheld. As you said, it is best for me to wait and see.
Thanks for the feedback, appreciated.