Contradicting letters from bank.

Buggybear

I received an invitation from my bank to apply for PPI repayment. I received two letters in reply; the first saying I am not entitled to a refund and the second making me a goodwill offer. I returned the acceptance form and heard nothing for over a month. I have spoken to them on the phone this morning and have been told they need to reinvestigate. Can they do this?? Has this happened to anyone else? ;:mad:

dazza12

What bank is this?

If Lloyds, they are in the process of reinvestigating a number of complaints due to the issues they recently had with one of their outsourced call centres.

It may not be all bad - goodwill offers tend to be an average amount and are to avoid the expense of an investigation and subsequent referral to FOS. If they're investigating it's likely they'll look at the sales process properly and if upheld you'll get a more accurate amount back from them.

Buggybear

It is Natwest.
So it is possible that they have made a mistake?
Should I just accept it if they now withdraw their offer?

dazza12

I'd be tempted to contact them again and explain the situation. It's possible that the person you spoke to may not have fully understood the stage your complaint is at - it may be that they saw the status as 'investigating' which resulted in the 2nd letter making the offer.

[Deleted User]

Buggybear wrote: »

So it is possible that they have made a mistake?
Should I just accept it if they now withdraw their offer?

It's possible either letter was a mistake, so don't give up just yet. However, they are certainly able to correct their mistakes whether that benefits you or not.

-taff

It's possible you had two products with PPI...or were both letters for the same thing?

Buggybear

Thanks guys all sorted, mistake at their end and offer still stands :j Result!