PPI Claim - RBS Denying I have a Mortgage!

dunstonh

A bank which denies you even have a mortgage........now that is a new PPI get-out for the books!

Its not as unlike other types of PPI, MPPI is standalone. The mortgage is one thing. The MPPI is another. The bits of paperwork go off in different directions. It is one of the reasons why MPPI has fewer successful complaints (because standalone monthly premium PPI is how it should be ideally).

I am not forgiving their ability to give you the correct information. That is embarrassing on their part. Although a 1996 sale (which required virtually no audit trail as it is 9 years prior to insurance regulation) was probably just a simple A4 application form. It is quite common for general insurance sales of that era for the bank to not even know about them nowadays when they look at their records.

Roy1234

I am not forgiving their ability to give you the correct information. That is embarrassing on their part. Although a 1996 sale (which required virtually no audit trail as it is 9 years prior to insurance regulation) was probably just a simple A4 application form. It is quite common for general insurance sales of that era for the bank to not even know about them nowadays when they look at their records.

The RBS Mortgage Centre in Grenock can find me instantly on their computer, every time I ring up, and give me an up-to-date balance etc. I'm clearly not lost to some old paper mortgage system.

The PPI line claim to represent just NatWest/RBS. Regardless of old or outdated forms of PPI or MPPI, surely the most basic access they can have is to the RBS Mortgage database? Each time I've rung up, it's been my mortgage account number they wanted far more than any PPI number, which to some extent, makes more sense (I guess) to the third party provider, Aviva in this case.

I know we're all used to administrative incompetence in life generally, and the PPI Claim system is overheated right now, with a very 'low quality' feel to the telephone advice service in my opinion. It does not feel like ringing up my bank.

But please explain why an RBS advice service cannot find me on the RBS mortgage database when the Grenock Mortgage centre can, and was astonished I was being turned away? Should I be smelling a rat?

-taff

OK, then why don't you phone the mortgage center and make a complaint to them, see what they say.

Roy1234

OK, then why don't you phone the mortgage center and make a complaint to them, see what they say.

I will try that. I suspect they'll say 'We're not the PPI claim centre', but I'll give that a go and report back. If they will not intervene, is this cause for an FOS complaint?

ffghugsf

Roy1234 wrote: »

I phoned the RBS PPI claim line (0800 015 0319) about a month ago to make initial enquiries about my mortgage PPI, which may have been mis-sold to me in 1996. Despite having all relevant paperwork, reference numbers, and both the mortgage & PPI policy still being current & paid, I could not get them to acknowledge any such mortgage nor PPI policy. They suggested the mortgage might have been ‘archived’ due to its age.

So I rang the RBS Mortgage Centre in Greenock, as I have a number of times before, who instantly found me on their mortgage records, confirming the mortgage was current, and that it would not have been archived whilst still being paid. They could not explain the PPI line’s failure to find my mortgage.

Next I rang the RBS PPI line again, who with some difficulty could now ‘find’ my mortgage, but not the PPI policy. They suggested I make a written application to the RBS claim centre in Manchester. This I did, sending it Recorded Delivery and getting online proof of delivery.

The RBS website promised a written acknowledgement letter, with unique complaint reference number, within 5 working days. Now, I realise the PPI claim system is flooded at the moment, so I didn’t expect to hold them to this timescale exactly, but almost a month passed with no response at all. I did get an RBS ‘Annual Review’ letter, about the first letter from them (as opposed to the underwriters, Aviva) I can remember ever getting. It suggested I check the policy’s suitability for my needs, something I cannot remember RBS (the seller) enquiring about since applying in 1996. I wondered if this meant that wheels were slowly turning within RBS?

So a month later, with no acknowledgement, I rang the PPI phone line again. They denied knowledge of any complaint letter, despite it being signed for. They also denied my having any RBS mortgage, despite my having all paperwork to hand. She invited me to send it all in again, perhaps not ‘signed for’ (with some irony) this time. They will not accept it by email (Data Protection Act). I asked to speak with a Supervisor. ‘We don’t have any’ was her answer. The most she could offer was a manager call-back within office hours a day later, which due to the nature of my job, is not practical.

I’m trying to find an explanation for all this which is honest. Whilst I accept a letter can be lost within a swamped department, the fact that I have a current RBS mortgage cannot be ‘lost’ to RBS.

Has anyone any advice please?

Well stop paying it and reclaim all the money you have given them since 1996

Roy1234

Well stop paying it and reclaim all the money you have given them since 1996

At which point they'd doubtless be able to 'find me' again.

-taff

Roy1234 wrote: »

I will try that. I suspect they'll say 'We're not the PPI claim centre', but I'll give that a go and report back. If they will not intervene, is this cause for an FOS complaint?

No it isn't.

PolarPlateau

Another fully paid up, company shill.

dunstonh

PolarPlateau wrote: »

Another fully paid up, company shill.

What a wonderful contribution you have made on a 2013 thread. Can we ask why you bothered?

System

dunstonh wrote: »

What a wonderful contribution you have made on a 2013 thread. Can we ask why you bothered?

get a post count. He's done the same on 3 other old threads