Mbna credit card PPI reclaim - puzzled!

iande6

I had an A&L card a few years ago. I complained to MBNA and they upheld it and gave me a refund, what was more surprising was that about 18 months later I received a letter from Santander saying that they were refunding some money too from the part prior to it being MBNA

Allypops1410

I recently applied via the Resolver app to MBNA to reclaim PPI, I give as much information as I could, bearing in mind I took this credit card back in 1996/7, and considering they were 1 of 2 credit cards that in the end left me no choice but to sell my flat to pay them off, very very high credit limits, I was absolutely astonished that their reply was to inform me that they lost alot of account details in 1994 and they could not trace me, therefore could I supply my account number and amounts I had paid in PPI!!

Firstly I did in fact state that I took this credit card 1996 onwards, and I know this because its the year my son was born and unfortunately things didn't work out with his dad and I moved back into my old flat. The start of my slippery slope into credit.
Secondly if they don't have any knowledge of me, nor my account number or history with them, why should they presume I would have these details 20 years on??
Felt completely stone walled into allowing them to blame me for lack of information and felt I had no choice but to let them close my request.

Has anyone else experienced this kinda of 'get out clause' from them?
Are they just allowed to say sorry we lost lots of account details and yours is one of them?

Feel at a complete loss as to how to proceed.....how do I know they are telling the truth and why should I suffer at their lack of incompetence

Anyone got any ideas please? Cause this just doesn't seem to ring true

Many thanks

[Deleted User]

It's hardly surprising they don't have any records after 20 years. In fact, they'd be liable to get into a lot of trouble if they did.

If you don't have any records either, it's game over.

safestored4

Why on earth do you think that financial institutions should be expacted to keep records for ever? The fact that they don't have any records after 20 years can hardly be described as incompetant.

-taff

You can send them a SAR and £10 to see what records they do have left if you want to spend £10.
The FSA advise keeping records for a recommended 6 years, so they are doing nothing wrong by having no records, it is not incompetence, it is adherence to regulations.
It's up to you to prove the missale, not them, because you are the one complaining about it.

[Deleted User]

Allypops1410 wrote: »

how do I know they are telling the truth and why should I suffer at their lack of incompetence

On the one hand you blast the bank for apparently expecting you to have financial records after twenty years and then on the other you blast them for not having records either. :eek:

If you refuse to believe them, you can chance £10 on a Subject Access Request (SAR) letter which will provide you with all information the bank have kept on file for you. If the SAR returns nothing PPI related then you can content yourself that you haven't been lied to...

Heloise59

Sorry to hear about this. I have come to the conclusion, having worked in various call-centres and offices, that it all depends on what person you fall upon when making the claim. They are probably on minimum wage and sometimes want to get rid of you asap without checking and will fob you off.
Yesterday I called the Halifax/Lloyds/Sainsbury's phone number for PPI which I had called a week earlier and spoke to a sensible man who said he could not locate the details. I then remembered that I had used a previous surname and called again but this time I had a girl who did not want to check so I called a 2nd time and got another woman who hardly spoke English and have now filed a Resolver claim.
Yesterday too, I called the MBNA number 08009176592 as I couldn't bb bothered to do the Resolver form and spoke to a woman who asked me the name and address of when I thought I had the cards. I had 2 apparently and one had the PPI. She asked me what my home phone number was at the time but I couldn't remember nearly 20 years ago and so gave employers name at the time. I suggest you do not give up and call the number above.
Barclaycard at call centre told me I did NOT HAVE PPI and I belived him. Then a year later I came across just one Credit card bill with PPI on it!!!! I phoned them and then got a letter saying they would give me £2.50. I called to complain and they said they would give me £5.00 as I only had the one receipt. Next I complained to the Ombudsman and got £2000.
Do not give up.

[Deleted User]

This thread originates from 2012. Telling the OP not to give up (in 2017) may not be the most timely advice...