Anyone else been messed aroun when trying to claim PPI?

gameforalaugh

We seem to have been royally messed around by Natwest when putting in our claim for PPI/PLP and I wonder if I should complain as a separate matter?

Natwest confirmed receipt of my telephone complaint in January (letter and text mssage) then 'lost' the claim whilst creating a new one for a fictious person living at my address. I opened the letter as I recognised the envelope and knew no one with my middle name and surname had ever lived at the address. The letter stated this person had made a claim but they didnt have them on record for a loan or bank account. When I called the PPI team, they said the initial claim had been deleted and that I would have to prove I was me! I was advised to fill in the PPI questionnaire they'd sent plus send copies of my birth certificate, account details and loan to prove who I was. It then took them a month to 'restart' our claim as they wouldn't back date it even though I had their letter with reference number to prove the original claim and start date. Once we had received the second confirmation letter to say it was being investigated, I called the PPI team again and was told they weren't allowed to speak to me as it was James on the claim. Once James reauthorised me to talk to them, I was told the date of the 13th April as the end of the 8 week investigation period. Marked on the calendar, the 13th April came and went so I called them on the 16th, to be told that the final date was the 17th and the letter hadn't even been generated yet. We then received a letter on the 21st refusing the claim which was dated on the 12th!

I know they have 8 weeks to reply so this 'lost/deleted' account bought them another 4 plus they changed the date so do I write to them to complain? Is it even worth bothering?

ALIBOBSY

If that is their final response you may as well bang the whole lot to the FOS. But definately put in the issues around them dealing with the claim as the FOS can push them to add compensation ontop of the normal PPI amounts if they feel it's warrented.

Ali x

gameforalaugh

Thanks Alibobsy, I have just gotten off the phone to Natwest to get the dates of all my complaints/contacts for the FOS and even the PPI handler was perplexed. It seems that 3 of the previous PPI handlers hadn't logged my calls/complaints but from those who had and the letters received, they can piece together that I've been mucked about. He actually seemed shocked at it all which was reassuring. Thanks for your advice.

lostcount

gameforalaugh wrote: »

We seem to have been royally messed around by Natwest when putting in our claim for PPI/PLP and I wonder if I should complain as a separate matter?

Natwest confirmed receipt of my telephone complaint in January (letter and text mssage) then 'lost' the claim whilst creating a new one for a fictious person living at my address. I opened the letter as I recognised the envelope and knew no one with my middle name and surname had ever lived at the address. The letter stated this person had made a claim but they didnt have them on record for a loan or bank account. When I called the PPI team, they said the initial claim had been deleted and that I would have to prove I was me! I was advised to fill in the PPI questionnaire they'd sent plus send copies of my birth certificate, account details and loan to prove who I was. It then took them a month to 'restart' our claim as they wouldn't back date it even though I had their letter with reference number to prove the original claim and start date. Once we had received the second confirmation letter to say it was being investigated, I called the PPI team again and was told they weren't allowed to speak to me as it was James on the claim. Once James reauthorised me to talk to them, I was told the date of the 13th April as the end of the 8 week investigation period. Marked on the calendar, the 13th April came and went so I called them on the 16th, to be told that the final date was the 17th and the letter hadn't even been generated yet. We then received a letter on the 21st refusing the claim which was dated on the 12th!

I know they have 8 weeks to reply so this 'lost/deleted' account bought them another 4 plus they changed the date so do I write to them to complain? Is it even worth bothering?

I think that Natwest was fined by the FSA £2.8 mill for poor customer complaints handling. You could mention this to them and say your are thinking of going to the FOS and complaining about how this has been handled by them.