Egg final response no purchase?

Orkt

Hi,
New here so bear with me.

I put in 3 claims with canada square operations and sent the questionnaire for mis-sold PPI.
They received these on 10th june.
Two were loans and 1 was a credit card.
Today I received 3 responses dated 13/6/2013.

None of the account numbers match any of my applications or are even close to those on the responses.

Two have the same response of " I would like to assure you that i have carried out a full review of your account and all of our records indicate that you have never purchased this product, nor has it ever been applied or charged to your account. Therefore, your complaint has not been upheld and has been closed"

It goes on to say its is the final response..6 months to contact FOS etc but should I find new info to contact them.


The third application response says They will look into it but to fill out the enclosed questionnaire and they will then get back in 8 weeks from receiving it. I already completed a questionnaire in all three applications.

From the account numbers they sent I have no idea which claim they are looking into and which claims they have not upheld.

I Think that they may have not upheld the loan PPI's as I ticked the wrong box(realised after sending it) for premium each month rather than single payment premium(stupid mistake).
So if they looked for monthly premium I technically wouldnt have it.

I most definitely had PPI in all three cases and feel each was mis-sold or even added without my consent.
I attached loan agreements to each of the applications.
I have also found Bank statements showing the loan payments being deducted by prudential banking at the exact amounts as shown on the agreements.

So should try and contact canada square operations again with the additional info and to determine which case is which?
Is there an easier way to contact them than writing a letter as they don't include a phone number with the letters.
Or should I go straight to the FOS and just add the extra info and hope its the loans they have not upheld?

-taff

If you applied by post for the loans and you ticked the boxes, and it was a monthly premium, the chances are your complaints will fail with the FOS because you bought the PPI, no-one sold it to you.
WHen you make a complaint you are saying that there was somehting wrong with the sales process, but you appear to have bought it.

You can write to them and ask them which letters relate to which complaints if you want to. As they've issued you with a full and final response, your next step is the FOS but don't be surprised if you fail there.

Orkt

Thanks taff.

I was talked into the loans to pay off an egg card and over the phone(on two occassions).
I was pushed into the PPI and told it improved the chances of loan application. what can I say It was 10 years ago and I was a bit dumber.
My employment pays sick pay for 12 months,has union instructed redundancy payments and I have a pension that more than covers me in the event of death for far more than any debts.
I remember wishing I didn't need to take the PPI to get the loan.
So as far as I am concerned it was Mis-sold to a young fool.
But luckily my late wife used to keep all paperwork in excellent order and I have a copy of all loan agreements and bank statements from back then so I can at least prove I was paying it

-taff

So you were sold the loan over the phone?
When did you buy the card?

Orkt

I got the Card in 2000 I actually wrote and cancelled it once over that time but a new card turned up on the doorstep without me applying for it a few years later and was too tempting.
When I realised Payment protection was optional (2008) I rang and cancelled it. I have the letter from Egg confirming the PPI cancellation.

Orkt

BTW it wasn't a monthly premium on the two loans it was a single premium paid upfront added to the loan.
I ticked the wrong box on the questionnaire/claims which is why I think maybe they say I didn't purchase it.
Can I claim again but for single premium?

-taff

You can send them their complaints back with information, that you originally bought the card on the internet and that it was a probably pre-ticked box at the time you bought it [there was a small window right at the beginning when they sold them when they were pre-ticked, I think personally, it was round about 1999 to early 2001]
Then send them back the loans and say they were sold to you as single premium, your work benefits meant you didn't need them, and as it was sold over the phone, you were advised to take it by the person who sold it to you, and having no knowledge that they were not trained financially, took their advice as they were acting [you thought] on behalf of Egg as an advisor.

Send them the two loans [were they consecutive? if they were, you were sold single prmeium PPI on consecutive loans] with any agreements that prove you paid PPI, ask them to invesitgate properly, otherwise it'll be off to the Ombudsman.

In all likliehood, you'll be sending your complaints ot the ombudsman anyway, so if they don't respond in a timely manner to your complaint, send the forms to the ombudsman as well.

Make it clear you are aksing them to investigate your original complaint properly, you are not sending them new information. You are sending the information you originally did, otherwise they'll treat it as are-invesitgation and you could be waiting months.

-taff

Also you were not asked about your work benefits when the PPI was sold over the phone. And sold PPI on consolidation loans [if they were consecutive]

Orkt

It gets very confusing as I consolidated my debt into my mortgage in between the loans so the second was a fresh loan.
I have written a letter to send to CSO and added your points.
Thanks for your help.

welshgasman

If the account numbers do not match those you complained about, then I'd contact them again stating so.

It sounds like you have had someone else's details being sent to you.

-taff

Do they have reference numbers and your original loan/credit card numbers on them , or are there actual account numbers that don't match up?

Mine have separate reference numbers that don't match the account numbers...