PPI Claim Delayed Payment MBNA

mightymax

Hi all,

I made a claim against MBNA regarding PPI charges which was successful (awarded £3,816.85) and received a letter in June confirming this and stating my cheque will be delivered within 28days. Its now 20th August and still waiting for my cheque. I've phoned them numerous times and had the following conversations:

21st June - letter received confirming success and payment will be issued in 28days (should have received cheque around 18th July).

6th August - contacted MBNA got through to customer relations and asked where the cheque is. The customer relations representative said that that the cheque has already been issued. I explained that creates concern as I haven't received it. She then transferred me to the PPI department to discuss the matter further. I spoke to the person over the phone who then told me it hadn't been posted and the request hasn't been raised. I ask why this was the case as the payment is over due and he said that he doesn't know but he's raising the request as we speak. Said that it takes approximately 20days for it be posted (end to end process). I explained that I've received in writing I'd been informed my payment would be made in 28days not 48days (in total). Basically said it is what it is.

14th August - phoned them back (customer relations) as I had forgot to ask if the timescales was working days or not. The person on the phone advised me that it was posted on 9th August but it can take 7 business days to deliver so didn't ask my original question as it didn't matter.

20th August - phoned them again as I should have received my cheque based on the phone call. The customer relations person explained my cheque had not been posted. She said on the 9th August the request was raised (so not the same day 6th August as promised) and it was approved 16th August. She then advised it takes 28days for delivery from the 16th. She said that was standard thing to say but in reality i'd probably receive it earlier.

For me this is pretty shambolic customer service. Has anyone else had this type of experience?
Also can you claim the additional days it has taken as they had stated in writing I would receive it within a set time and they have failed.

Teshrao

In January 2013, MBNA upheld my PPI claim and said they would award me with £350.

They said they sent a cheque out on the 13thMarch 2013. This never arrived. I called and they said to wait longer. I waited over 10 days and it still never arrived.

So they said they will stop the cheque and send another one.I asked, when will I receive the second cheque. They said it takes 10 days forthe cheque to be stopped. Then it can take a further 10 days for me to receive the cheque. I said that’s another month almost.

So I waited and waited and waited ZZZZzzzzzzzzzzzzzzzzz

Its now the 10th of May 2013 and I have been calling every day and they said they have not had confirmation from their cheque redress dept.

I said the 10 days has passed. They said even if I do get areply you will have to wait till Monday now.

The FOS called them on my behalf today and they said they will try and get this sorted by end of play today.

I am not holding my breath.

I am not getting an explanation as to why they are delaying the payment.

Lloyds received a fine for this behaviour.

If anyone else is suffering, join this post and I can forward it to the FCA and FOS.