Direct Line Loanguard protection from 2001 and RBS generally

Sarahbecky

Hello long time lurker, so thought i'd ask this question because RBS are really winding me up.

We remortgaged from Halifax to RBS in 2001, mortgage person sold us Direct Line loan guard cover, which we paid for via a separate direct debit £16.35 a month.

I've done the FOS questionnaire and sent it to them, but have had 3 letters saying they cant find it, they cant locate the mortgage number or Direct Line policy number.

Separate phone calls to Direct Line (am amazed i found a phone number for them - but promptly mislaid it again) confirmed the policy number.

Gave them a mortgage number account which i found, they sent letter back saying couldnt find it etc, was a standard letter.

Had another letter yesterday saying they still couldnt trace it, I spoke to the office twice today, then my branch, then got put through to RBS mortgage centre, they confirmed the mortgage account number was the correct one. Rang PPI again said here's the number, can you check you can trace it before I hang up because I have no more information and I dont need to do an SAR having just done that for the bank loans and youve had this questionnaire for a month.

The second man said he could tell it was a mortgage account number but couldnt see it then said or we'd have to redo all the questions again, why I asked when you've logged it, got lots of info and letters etc, then got fobbed off.

I've done another letter, with all the policy and mortgage account numbers etc and i had found a further advance offer we did in 2004 which still shows the original mortgage account number so have included that as additional proof. Thing is if theyre looking for the Direct Line to be linked to the mortgage its a bit different than loanguard cover on a loan I think. This policy covers loans or mortgages (we never got sent a policy booklet from memory)

Has anyone else had trouble like this with Direct Line / RBS, I am fully expecting this one to go to the FOS judging by the bad start.

The payments were cancelled March 2011, I realised we didnt need it and only understood the whole misselling thing in May / June this year.

IF they still say they cant trace it where do I go from there?


Then I found out we have 4 past loans that had PPI on, and the one good thing when I did the SAR for the bank loans, they didnt charge me £10 but did only get a table with loan accounts, anounts and dates and if PPI was included etc.

But because 2 loans I was the first named / covered policyholder even though it was a joint loan, the other 2, hubby was the first named again joint loans so his had to be via questionnaire because of his working hours and mine I did over the phone. These were from 2001 to 2004 keep fingers crossed.

One thing I will say it is scary how many times we consolidated loans, they used to ring up saying oh you can have £500 on your loan it was due for a review. Now they wont give you 5p.

Greenhorn

I cannot find my loanguard details at all, do you have a number for direct line, were they able to trace you?