Mbna ppi

oscar52

sezkamcc wrote: »

So do I go to the FOS? Sara

Wait a few days for MBNAs letter, then go to FOS. If they told you that over the phone, chances are its a mis-sale.

jack8157

Interestingly..... I have phoned mbna after 30 minutes of hold i spoke to the Customer advocate service. They state they have not received my FOS questionaire, despite that fact I phoned them two weeks ago and they stated they had. My royal mail signed for states I posted it on the 26/3/12 and it was received by them on the 28/3/12. The guy on the other end says it takes 7-10 days to scan it on the system, i did point out by my basic calculation it has been at least 15 days.

It is 8 weeks Monday and im promised a reply by the 19th.... the guy said they would make a decision on the facts available and when the questionaire is on the system if necessary they would re investigate. That is great but however a waste of time and productivity as it should be dealt with correctly in the first place.

Despite being lied to over two weeks ago, I will give them till the 19th before I email the CEO, FSA, FOS and all other heads of department i can find.

Frustratingly FOS guidance talks about keeping in contact to appropriately the complaint with the customer, I have had none of this. I have done all the chasing.

fifitrixiejane

I am also having trouble with MBNA.. just sat down actually to write a complaint letter about my complaint, although not sure it will actually help i have not been impressed at all.

So..

4/11/11 wrote a my initial complaint later that month, 28/11/11 recieved a letter to say that had recieved it and should get a response by 28 days later....

12/2/12 i rung them as had heard nothing, spoke to a nice chap who said my claim had been upheld and was going through relevant departments, cancelling the PPI etc, should get a letter within 2 weeks.

14/3/11.. still no letter so i rung them again to see whats happening spoke to another guy who thought initially that i was complaining from begininng until he spotted my originally complaint on file from nov. Said, offhandledly that final response was sent at the end of nov 11 and that it wasn't helpheld.. well, hang on? whats going on here?
FInally, said i would get a phone call to see whats happening as he queried it.. no phone call but another letter to say they are investigating it (new reference strangely?!) and would take another 28 days...

What on earth?!
Really not happy about this as i actually assumed money was coming my way and its not!

Do MBNA actually know what they are doing?

jack8157

i think its all down to delaying tactics, very frustrating but stick at it.

jack8157

MBNA have not upheld my complaint, i have been told following a phone call. i have emailed the CEO and stated I completely refute this decision and asked them to reconsider over two weeks before i send it to FOS.

Declaration_2

It seems a bit of a lottery. I lodged a claim with MBNA a few weeks ago. The sent a receipt letter, then another saying it will take another four weeks. This week I got a letter saying my complaint was upheld, but that it would take another 6 weeks to calculate the refund, and then longer still to arrange the refund.

Just so you know, my complaint was based on a single premium PPI payment built into the loan.

jack8157

I have had a personal reply from Mr Odoherty followed by an email from the PPI complaints manager who will investigate the matter personally. They have promised to reinvestigate the matter and reply within the 7 days.
Clearly the refund is important but it is the way i have been treated and fobbed off what really annoys me. They have shown clear contempt for the FSA guidlines. I must say the reponse today has been excellent.

jack8157

My complaint is being reinvestigated however i have today received the initial rejection letter.

They state that My application 17th feb 2006 was made online and my signature was an electronic one.

during the sales process you experienced, information about payment protection insurance appeared on a seperate screen to your credit card application. It would have been clear from the seperate screen that the payment protection insurance was a distinct product from the credit card. In addition you were offered and option to tick the box to purchase payment protection. This option would have made it clear to you that you could choose whether or not to tick the box. Given that you ticked the box I am satisfied that you actively chose to purchase payment protection insurance and you understood it was optional. Blah blah blah....... Interestingly they have not provided me with any evidence of this ? reading through the forum many others have received copies of forms etc.

Anyway its rubbish and i completely refute their reply.

The complaint goes on ?

tinkerbell73

I have had a really easy time with MBNA - rang them to see if an old cc had ppi was told yes it did. So I asked how do i go about making a complaint and they put me through to the PPI reclaim department. Everything was done over the phone - letter arrived mid march confirming that they had mis sold PPI and a cheque for 2500 arrived just before Easter - Thankyou MBNA :-)

My partner was not so straight forward he had letter upholding complaint in January but cheque only arrived last week.

ppidisgrace

corrrect as the media hype about the banks writing to people directly goes on, and that its safe to deal directly with the banks as they are treating people fairly, thank you to bringing to everyones attention that they are not. mbna are now rejecting lot more claims than they were, and if the claim was over the internet or they can suggest was non advised then they will reject your claim, unfortunately its not as simple as the banks would like you to believe as printing off a template letter and sending off with a stamp