Halifax using Asian Call Centre to investigate ppi claims?

coffeemonster20

Sorry about this but my wife got a call this afternoon from a call centre demanding a sort code in relation to our ppi claim we are making. The ppi was in relation to a mortgage we paid and none of paperwork mentions refers to a sort code, just a roll number. All of this is explained on our form, but the Asian lady said they couldn't investigate our "allegation" without the sort code, but was unable to explain which or what sort code she was after.
Has anyone else had any experience like this as we are worried whether they are genuine.

[Deleted User]

If you didn't give any information, you have nothing to worry about. If they ring again, tell them to write to you...

Pink1808

coffeemonster20 wrote: »

Sorry about this but my wife got a call this afternoon from a call centre demanding a sort code in relation to our ppi claim we are making. The ppi was in relation to a mortgage we paid and none of paperwork mentions refers to a sort code, just a roll number. All of this is explained on our form, but the Asian lady said they couldn't investigate our "allegation" without the sort code, but was unable to explain which or what sort code she was after.
Has anyone else had any experience like this as we are worried whether they are genuine.

I have just had a phone call from Halifax asking me about my PPI claim, they told me a few details before asking a few of mine.
You have me thinking now if it was a real call, they did seam to know a lot about my claim and from which dates and so on so hope it was right !!

coffeemonster20

Logically I know you are right, and that's what my wife told the lady, but the sign off comment was that without the mystery sort code they couldn't deal with our "allegation", but when we phoned the helpline they couldn't explain what sort code it was that she wanted. Could they be on a performance payment for claims they knock back for spurious reasons?

roonaldo

coffeemonster20 wrote: »

Could they be on a performance payment for claims they knock back for spurious reasons?

dont be daft. they are probably struggling to trace the account. If they cant trace it by roll number they will do so by its sort code and account which all their accounts have.

is this for a loan paid off years ago?

oscar52

They will write to you. They will explain in more detail, and tell you what the need.

While halifax do have an office in Manilla, the also have offices in Cheshire and Cardiff, all dealing with claims.

Pink1808

Hi, Just to let you know I have another phone call last night 8.45pm (strange)
First they asked me to confirm my details, so I asked could you tell me the account number or something regarding my claim first and they wouldn't they said they needed my DOB first to confirm who I was !!! so I said sorry but I don't just give my details out over the phone to anybody and could they just send me a letter asking me the details and she said no !!so I said sorry I am not giving my details out which they didn't like, so I told them I would ring them today and answer all the questions they have, so will let you know if it was really them who rang.

katrina001

Yes they do use the Manila contact centre for ppi claims and they are there until 9pm uk time. Also they have to ask your date of birth for data protection. You don't have to speak to them if you don't want to, just call the number on your ppi letter. Chances are you will get back through to the offshore centre .

NormanRMT

I had a poor experience on the phone to LLyods Manilla and asked for a call transcript during the call, as they told me the call was being recorded. Subsequently the next day I handed in a written request for the transcript. I was then told in writing by a senior manager the call was recorded but they do not need to give it to me as it was recorded for training purposes, they do not need to give it to me. Clearly the training of their staff does not extend to the terms and conditions of the Data Protection Act. I am not happy my personal data is being shared with sub-contractors in the Philippines. I wonder what they get trained to do with PPI calls?

NormanRMT

I got asked in writing lost of questions not raised at the time I set up the loan [and forced to take out PPI] in hindsight with this information the PPI might appear appropriate and they will reject my claim. To me the fact they did not ask all the right questions at the time seems to me indicative that it was miss-sold. They had not established enough facts to make a balanced judgement as to wether or not the PPI was appropriate. Anyone else had problems with complex forms asking questions from years ago? No wonder people use claim management firms [who got Five billion pounds of Tax payers money in Fees]

Nasqueron

NormanRMT wrote: »

I had a poor experience on the phone to LLyods Manilla and asked for a call transcript during the call, as they told me the call was being recorded. Subsequently the next day I handed in a written request for the transcript. I was then told in writing by a senior manager the call was recorded but they do not need to give it to me as it was recorded for training purposes, they do not need to give it to me. Clearly the training of their staff does not extend to the terms and conditions of the Data Protection Act. I am not happy my personal data is being shared with sub-contractors in the Philippines. I wonder what they get trained to do with PPI calls?

You have to ask them for a DSAR (subject to a £10 payment) for a copy of everything they have on you. The legality of them using offshore call centres in regards to the DPA seems to be fairly solid given so many of the banks do it.