Don't understand HSBC's reply to my credit card ppi

slouiseb

I wrote my first letter the hsbc asking for a copy of my agreement on a CREDIT CARD under the consumer act. they cashed my £1 cheque for it, then i got a letter from them saying that my account doesnt fall under the consumer act as it's a paid up and closed account . therefore they will not be carrying out my request for a copy of my agreement. that was 5 weeks ago. they haven't offered to refund me my £1. I then had to go down the route of sending them a SAR, get all my paperwork under the data protection act, sent them a £10 cheque to cover the cost too. I received the following reply from them;

'Loan agreement: N/A

We write further to your letter dated 9th April 2012.

I can confirm that following my investigaytions I have found no record of any loans held in your name with HSBC. Accordingly there are no relevant documents for us to disclose to you.

Please note our response is soley in relation to applicable HSBC personal related and/or business loans with PPI. Responses in relation to other products (Credit cards) that may be held with PPI will be dealt with by the appropriate department and will follow in due course.

A fee of £10 made payable to HSBC bank plc will also be required as this information falls under a seperate Data Controller.

Please find closed your fee of £10.'

Can someone tell me what I'm suppose to do now please. I've gone down the right channels and now I'm not sure what I'm suppose to do.
Do I need a direct address to HSBC credit card ppi department only? Will I now here from them? Why have they sent me my fee back, when they even state in the letter a £10 fee will need to be sent? I'm getting really frustrated now, because I'm clueless. My 6 years is up in june of this year too to reclaim easily, so need to get a wiggle on with this.

Please can someone help, advise?

di3004

Hi there
That's odd, why did they not forward your request to the data dept on your behalf I wonder?

Do you have a local HSBC bank?
If so I would make a point of calling in there to speak to the branch manager about this, see if there is anything they can do.

If you banked with them as well, they maybe able to confirm of the details you need.

You can still make a reclaim on the account if you have the account number, this will then be forwarded to the complaint section of the business.

di3004

Reclaim questionnaire below is what you would use to complain, make sure you keep copies, good luck.

http://www.moneysavingexpert.com/reclaim/ppi-credit-card-insurance#step3

slouiseb

I haven't a clue why they haven't forwarded it on to the relevant person. It states to at the end os the SAR letter too. I have got the credit card number, so can I fill out the 8 page questionnaior and send the complaint the hsbc without any paperwork and with no agreement? Can they refuse to process the claim without the paperwork and agreement?

[Deleted User]

slouiseb wrote: »

Can they refuse to process the claim without the paperwork and agreement?

No, you just need the account number(s) and valid complaint reasons(s).

slouiseb

I shall be posting all my credit card, loan PPi complaints first thing in the morning then. I have got all the account numbers, but unfortunately no paperwork part from possibley a settlement balance letter from when I was in a position to fully pay it up. Thank you for your help.

[Deleted User]

slouiseb wrote: »

I shall be posting all my credit card, loan PPi complaints first thing in the morning then. I have got all the account numbers, but unfortunately no paperwork part from possibley a settlement balance letter from when I was in a position to fully pay it up. Thank you for your help.

No problem. Good luck with your complaint.
(Do be aware that HSBC have already told you that they have no record of any of your loans with them. Expect complaints with regard to any loan account numbers they no longer hold records for to be time barred unless you can provide proof of same)