mbna ppi reclaim

wales60

hi, my husband has a card with mbna, & approx 1 month ago we received a form from them regarding a claim to ppi, we didn't ask for it, it came to us automatically. we took this card out some years ago, i'm an addtional card holder, online. we cancelled the ppi around two years ago and have closed the card but as we still have a substail outstanding balance and pay this monthly. We used this card to transfer existing balances we had at the time & have never used it to spend, my husband can log on to his account online with his user name & password & view his statements as we no longer have them by post. we filled in the form the best we could but it is some time ago this was applied for so we can't remeber everything.. today we have received a letter stating that they have been unable to successfuly verify the security details & to telephone between 9-8 mon to thursday & 9-5 on a friday. if we are unable to confirm the security details they will be unable to proceed as they will not be able to disclose any confidentail information-my query is is this a legitimate reason as to why they are unable to proceed- we don't know what information is required for security & as they hold our information, because we are still paying off our balance is there anything we can do to grant them permission they must be able to view our records since the start of the application. I may be cluting at straws but you wonder id they will try anything to try & aviod possile claims ( my husband is unable to ring them as he works until 9pm every night & the job he does it is not possible to make personal calls, especailly if they are lengthy as this could be, & as alot of men when it comes to dealing with things like this, he leaves it to me as i'm used to letter writing & phonecalls etc lol!!!)