No response

dodger936

Hi all,
this is my first post on here so be gentle...
We recently filled out the forms for the credit cards that my Wife and I had, in order to claim the PPI back.
We sent these to the individual companies by recorded delivery and waited.
Between us, we had 7 cards, and out of these sent we have received replies from 4 of these stating that they are investigating our claims. The other 3, (2 with Egg and 1 with Barclaycard), have been totally ignored so far. I have tried ringing Barclaycard to confirm their receipt of the form but I keep getting passed from pillar to post. I spoke to FIVE different departments and was then told to ring the number that I'd started with!
I know Egg have now been taken over by Barclay's and it seems a bit coincidental that these are the only 2 that haven't acknowledged our claims. Is this normal? Will I just hear from them when they have investigated the claim or should they have acknowledged the initial receipt of our forms?
Cheers all,

DrSqueeze

My opinion of Barclaycard's administration is extremely poor, and comments such as yours reinforce that view. I have had them categorically deny receipt of documents only to rapidly change their mind and magically find them when I point out they were sent recorded delivery and I have proof they signed for them (!)

They should acknowledge receipt of your complaints, give them a reference number you can quote in future, and explain how their complaint process works.

The most recent phone number I have is: 0844 556 0104

dodger936

well, I still haven't heard from Egg or Barclaycard... They are extremely difficult to contact and I keep being placed in a queue which apparently the same size as it would be if Elvis and Michael Jackson were playing tennis on centre court at Wimbledon....!
Mint sent us a text saying thank you for the claim and that they would confirm our complaint in writing within 5 days. That was over three weeks ago.
I have had some success with MBNA as they have now made an offer, so I'm pretty sure we've filled out the paperwork correctly.
I am now at a loss as to what's next. Do I now go directly to the Ombudsman because they have failed to respond? Do I send another letter off? All previous correspondence has been sent by recorded delivery so I know they got it.
As far as Egg are concerned, I sent the claim to their address as per one of the posts on here. However, I know they have been taken over by Barclays? so should I have sent it to them?
Sorry there's a lot to answer in this post but it's really getting to me that the big companies think that the way to deal with our claims is to simply ignore them...
:mad:

magpiecottage

They should have acknowldeged your complaint "promptly" (the five working days rule went out in 2007).

However they have eight weeks to get a response to you.

Since you sent the letters RD, get onto the Royal Mail website and see if they have been received. If there is no record then you will have to start again (and complain to Royal Mail).

It is generally better to get proof of posting (free from the Post Office) than pay for Recorded Delivery. This is because FOS will assume the letter arrived two working days later. With Recorded Delivery there is "proof" of non-delivery, although in reality nobody actually signed for it.

dodger936

Thanks for that magpiecottage...
I've checked on-line and I've got signatures for the deliveries, (by pure coincidence, three of them are called Smith), so I know they've been received.
I'll set an 8 week reminder on my calendar.
How bad is it when one establishment can reply and issue an offer within 3 weeks and another can't even acknowledge you within 5?
Thanks again