EGG - PPI Claim upheld but still no cheque!

oaky101

at the end of sept we got a letter from egg saying we have have been mis sold ppi...sent the form back, within a week we got offered an amount...sent that back to say yes we accept, then they wrote saying we would have the cheque in 20 working days, and we did

i did harrass them thou on the crtpleaseassist email...they never did reply, but just had one now from

simon2.cooper@citi.com canada sq operations

so worth a try

xxxlillyxxx

I understand that the customer service part are pretty poor tbh, just like everywhere.
Although I know at one point there was 2000 emails and on two people employed to answer them.
Keep trying, also Egg/Citi reception is within he old Egg building which has now been taken over by Heros (Sky call centre), however, their reception still covers Egg, so maybe worth a call to them to see if they can put you through to the CRO team.
This may not work, but worth a try. Unfortunatly I do not have outside number but it will be on the internet under Heros tsc.

xxxlillyxxx

Just to add on. If wanting to receive paperwork to check statements etc it is £1 for a CCA or £10 for a DSIR. If you account is closed they can only give you a dsir, this is the better option by far though, as you receive every single little piece of information from all of your accounts. Whereas CCA can only provide you with on account and not all accounts. This goes for all banks.

andysmith82

Thanks - will give it a try!

Is that the call centre in Derby?

A

jtr2803

Just thought I would update. I sent my form back on 12th Nov, recieved a letter dated the 16th confirming receipt of form and my cheque arrived Tuesday 11th December. I banked it Wednesday but it hasn't cleared as yet, hopefully yours will come soon

plain_words

I got an update on 3rd December to tell me that my cheque will be with me within 20 working days. I was kind of hoping it would be here before Christmas, but it was wishful thinking.

If it's here in the new year, it will help me out of the post December lull from the Christmas spending.

I have been chasing and pestering in order to try to process it a little quicker, although I hate to do it.

andysmith82

Proper grrrr moment!

Finally someone from CSO called me today after numerous e-mails (and putting in today's e-mail that I expected a call today!!) to say that looking at my complaint, there was a problem processing my cheque, and a replacement was ordered last Friday, so my 20 working days starts again from Friday 14th December?! (Bear in mind the received my acceptance Thursday 22nd November)

Not impressed!!! I have asked them to update me via phone every day this week by 3pm with progress, as I expect them to honour the 20 day from receipt of acceptance timescale they set out (although that ends this Friday 11st dec) as it's not my problem they made the mistake - and the complete lack of communication from them is insulting.

Lets see what they say tomorrow when (if) they call me, see if they can speed the process up a bit.

Will try and get a contact number for them and if it works post it on MSE

A

[Deleted User]

andysmith82 wrote: »

! I have asked them to update me via phone every day this week by 3pm with progress,

Good luck with that!:D

andysmith82

Moneyineptitude wrote: »

Good luck with that!:D

I live in hope!!!

Although, I did state in today's e-mail to Simon Cooper I expected a call today - and someone did call.......

A

andysmith82

Cross post! Thought it might help to have contact number in multiple threads.......


Proper grrrrr moment part 2!!!

So - they called me today as promised, but they say they can't expedite the cheque any quicker!

20 working days starts from Friday 14th December (date or reordered cheque) so I should expect the cheque no later than Thursday 17th January. (Although I expect that date to slip given the Christmas break)

Turns out they made a mistake processing the first cheque, then a mistake on the replacement so that was pulled from the system too?!

No explanation as to why, and if it won't happen again this time round either.

Spoke to a team leader in the PPI complaints team, who was quite apologetic, but ultimately the message was "tough-you'll have to wait!"

Not happy, but what can you do.

However - if anyone else is struggling, you can contact the PPI team on 0800 358 2101

Thanks,

A