MSE News: Card protection firm CPP must pay £14.5m to mis-selling victims

slowen

Received a letter back from HSBC today to say they are upholding my complaint and have made me an offer of £284.89 so just completing the acceptance form and sending it off so they can credit my account.

The breakdown of the refund is as follows

1) premiums paid - £218
2) interest - £66.89

Fingers crossed more people keep on getting through with their complaints regarding the policy.

It has taken 9 weeks for me to get to this stage of the final letter with the offer from initial complaint letter raised to my bank

harty999

harty999 wrote: »

On my complaint letter from Barclaycard they said it was a final decision but if i wanted to contact them I could.
Well last week i rang them back but couldnt get speaking to anyone and was told i would get a call back. No call back was received. Earlier this week i received a letter from them saying they were looking into my feedback which i still hadnt gave them and it would be reported back to me by the 18th March. So I rang again yesterday and was told sorry i hadnt received a call back but they would call me today.
Today i received my call back. They guy tried to say why it was rejected. But i told him i read the FSA ruling on CPP and it clearly contridicted what they reply to me was. I also informed that i heard they had the most upheld complaints with the fos. He said he would look into it and call me back today. 4,45pm today and no call back as i knew thery shut at 5 i called again. I was told he was on a call and would contact me before he finished.
They have now upheld my complaint from 2001-2006 and they will forward the details to cpp for 2006-2012. The reason for them going to cpp was that in 2006 i tried to cancel and rang cpp. But after a call felt pressured into keeping it. Again this was part of the fsa ruling.
He will call me on Monday to give me a figure!
It pays to keep on top of them also it saves a 9 month wait going through the FOS. I had it logged with the fos but have yet to fill in all the forms.

Received £178 with no 8% interest but did get another £20 thrown in total from barclaycard £198
Got a letter from CPP today they are paying me back 2006-2012 plus 8% interest total from them £228
Total received back £426.
Happy with that it pays not to give up.

cheekychipmunk

Just an update from my situation. I contacted CPP in December about misselling card protection via Egg in 2001. Cpp said they weren't responsible and I have since been passed to barclaycard (not interested) and then onto Canada square operations (who now oversee Egg) whom aren't interested as I paid no premium for CPP when I first got my card.

All three issued final response letters and I am now compiling everything to send onto FSA. I'm wondering whether it's worth contacting CPP one last time as I renewed my policy with them after the first free year. I rang to cancel in 2002 but they applied the pressure and I continued with the product until this March. Should I bother going back to them first or just straight to the FSA?

Firemunchkin

cheekychipmunk wrote: »

Just an update from my situation. I contacted CPP in December about misselling card protection via Egg in 2001. Cpp said they weren't responsible and I have since been passed to barclaycard (not interested) and then onto Canada square operations (who now oversee Egg) whom aren't interested as I paid no premium for CPP when I first got my card.

All three issued final response letters and I am now compiling everything to send onto FSA. I'm wondering whether it's worth contacting CPP one last time as I renewed my policy with them after the first free year. I rang to cancel in 2002 but they applied the pressure and I continued with the product until this March. Should I bother going back to them first or just straight to the FSA?

I posted much earlier in this thread saying positive things about my experience with CPP, but my situation has changed dramatically and is now much more similar to this.

I took out a Mint card in 2003, which signed me up to the card protection plan. I cancelled the policy shortly after, in fact probably immediately, and I have a letter from CPP to that effect within which they urged me to rejoin because of the risk to my money from thieves. It was quite a pressing letter and I am really glad I kept it because it shows clearly the tactics that were used by their marketing dept.

I then travelled abroad in 2004 (over a year later) and had my bag stolen, and I remembered what CPP had said in their letter to me in 2003. I panicked and called them, and they said yes they could help me if I took out another policy with them. They said nothing about the fact my bank would protect me anyway and I thought I had no choice if I wanted to make sure the thieves who took my bag didn't get away with all my money and if I didn't want to be held liable for their spending on my credit card (also stolen). The fact this is what I thought was directly linked to their marketing pressure when I cancelled the first policy - and is demonstrative of how misleading they were about selling their policies.

When I first spoke to CPP they said they would start an investigation and would email me seeking the evidence that I had - but they didn't. I simply got an email stating they had ascertained my policy was taken out via Mint and that was the end of the matter. I have since had a letter from RBS (who were contacted by CPP on my behalf) saying they have no record of any PPI claim (I tried to explain to them that it wasn't PPI, eventually they understood it was the CPP I was trying to reclaim and they then said they don't keep records of credit cards going back to 2003 so I wouldn't be able to claim). It's an incredibly frustrating situation where everywhere you turn nobody wants to take responsibility.

I then spoke again to CPP who refused to reopen the investigation - even though they have the facts incorrect. The facts are that I had a policy opened in 2003 with a credit card. I cancelled that policy. A YEAR later I took out another policy with CPP directly (for the reasons set out above), under a different policy number and it is that policy I have had for the last 8 years. Unfortunately, they have linked the two policies on their system and are refusing to accept that I took out the second policy through them directly.

So now I am forced to go to the Ombudsman or the FSA or something - but I don't know what to do. I'm studying for my exams at the moment (as well as working full time) which means I just don't have the time to put a letter together.

I'm really disappointed with how CPP have handled my situation, as it seems wholly unfair and unreasonable. Have MSE put any template letters together for FSA complaints?

Igotothefootofourstairs

I had a policy with these for some years and cancelled last year because the website they had to update your cards wouldn't work ( none of the user name and password would work).
To be honest it was useless without that ...
--- clearly it was pretty pointless anyway as the credit cards insure you---

After seeing this thread I contacted them about 3 weeks ago and spoke to one of the call centrepeople. She said that the policy may not have been taken out through CPP and I said I wasn't sure anyway they seemed to be quite helpful and she said they would phone me back - which they did and told me I'd had a policy taken out with CPP back in 2001.

So the earlier poster that says they didn't keep records before 2003 was given wrong info.

She said they would write to and they took an email contact address... but so far I've heard nothing..... which I'm wondering why?

blackcountrygirl

Sent an email to CPP on Monday, (Bank Holiday( had en email back on the same day saying they were looking into it. Had a letter today refunding all the premiums for the three years I had the policy, (it covered me my husband and daughter) I had taken this out by trying to activate a new card by phoning the number on the sticker on the card. this inculded identity theft. Premiums approx £420, getting back approx £620 with the 8% interest.
Result!! what a quick turn around Yaay:rotfl::money:

pqrdef

It's a total rip-off however it's sold, if you pay the retail price. I was sold the ID theft protection when I phoned Tesco (i.e. RBS at that time). Before I renewed it, I glanced at the small print and it said it was like £3 for the insurance and £80 "admin charge", which I took to mean commission. So the first year, they charged me £80 for the cost of selling me £3 worth of insurance, and in the 2nd year I suppose the £80 would have gone for the bubbly at the shareholders' meeting.

curious39

Hi,

I have a current account with Lloyds TSB since 2009. While opening it I was pressured to take the Silver account membership that in time amounted to some £10 per month.

Included benefits were card protection, keys insurance, mobile phone insurance and ID AWARE membership.

I very reluctantly agreed to take it, I did it just to be finally able to get it done and get on with my hectic day. Finally, their selling point for me was the mobile insurance. Unfortunatelly I have later discovered to my horror that my type of phone was not included in the policy - that was when the phone broke some 12 months later.

ID AWARE was hardly ideal either, I only needed one credit report , which I realised, too late, was possible to obtain free or almost free with one off payment to Experian or Equifax. They also made it difficult for me to confirm my identity in order to be able to use the service - 6 months in fact of writing letters with copies of my pasport that got "lost" in the post, so I was not happy with their services at all.

The membership is cancelled now but how do I claim back the money I had been paying for over 2 years?

Sorry for any mistakes English is not my mother tongue.

cheekychipmunk

Well, another update here. I tried contacting CPP again after Egg refused to accept responsibility (they said the policy was free for the 1st year so they claimed they hadn't sold me anything). I passed on this information to CPP, pointing out that in my opinion, the mis-selling had occured though CPP, when I rang to cancel the free year but was pressured into keeping it on. They deny responsibility as ' they did not sell me the policy initially'. They issued their absolute final response and will no longer enter into any further correspondence.

So neither Egg no CPP will accept responsibility for 'selling' the policy to me.

BANGING HEAD ON BRICK WALL.

Off to the FOS I go then......

Minniethemoocher

I have just received a renewal letter from CPP. No mention of the FSA finding them responsible for mis-selling or that they will be refunding premiums plus interest!
It was my understanding that starting in April 2013, CPP had agreed to write to all their customers that had been mis-sold.

All I have received is a renewal letter.

I had an incidence of fraud on my credit card and when I telephoned the credit card company to resolve it, they put me through to CPP and I took out two policies, one of myself and one for my husband, I was very stressed at the time and CPP did a high pressure sales talk and I fell for it.

The policy has been auto-renewing ever since.:o

Is there a template letter anywhere to use to claim?