GE Capital / Santander refusal of claim

Brownowl2013

So, I was sold a store card in around 2000. I recall it was in a shop sold by the assistant. There was never any mention of ppi, that it was an option or would be added and I remember her calling and me speaking with someone over the phone to complete my details. I would never have requested ppi, I was working and had family that would have covered repayments if for any reason I struggled which was unlikely. I was young and naive and would have assumed this premium was compulsory.

I wrote to GE Capital/Santander and received a reply refusing the claim basically stating the following;

**The card was applied for over the phone - not disputing this but it was via the store

**The ppi would not have been explained or discussed at the time but automatically added and I would have been written to offering the chance to cancel within 30 days

**The premium was added to my account overy month and i could have cancelled at any time.

1 - My point is surely it is not optional if it is automatically added
2 - Why was this not explained at the time of taking out and surely this is mis selling.
3 - I do not recall receiving 'said' paperwork and had I have known the policy was optional would no way have taken it but I was never given the choice!
4 - I was young and in the belief I had to pay this premium each month

Santander were extremelly sarcastic in their response and have basically referred me elsewhere if I am unhappy with their 'final' decision. Anyone had the same and gone on to have success? Feeling very disheartened and think I am being given the cold shoulder - I truly believe I am entitled to a refund for this!!

Advice greatly appreciated.

[Deleted User]

Brownowl2013 wrote: »

Santander were extremelly sarcastic

Sarcastic?
I think you'll find that responses are very carefully worded to avoid any ambiguity.
The only reason you seem to find them "sarcastic" is that they refused to uphold your complaint.

Remember that being "young" is not a valid complaint, if you were over eighteen you were entitled to open a Store card.

In addition, the PPI was not added on without your permission (though you may not remember 13 years on), it will have been detailed on the paperwork you signed (but say you can't recall receiving).
Being in the belief that you had to pay the premium each month is also not the Bank's fault, unless you can somehow show that you were told it was compulsory.

You can refer your complaint to the Ombudsman, but you should realise that your complaint is very weak and FOS currently takes in excess of eighteen months to come to a decision.

dunstonh

would never have requested ppi, I was working and had family that would have covered repayments if for any reason I struggled which was unlikely.

1 - you were working. So, that makes you eligible to take it out
2 - family stepping in is disregarded unless it is spouse/partner

**The premium was added to my account overy month and i could have cancelled at any time.

Someone saying they didnt want something and complaining about it within months of it appearing on their statement is highly credible. Even if the evidence does not support them. Someone complaining 13 years after the event lacks credibility and evidence will be more important.

Santander were extremelly sarcastic in their response and have basically referred me elsewhere if I am unhappy with their 'final' decision.

What was their response? I doubt it was sarcastic. I suspect it was them saying it is their decision and you have the right to refer it to the FOS if you feel it is wrong.

I truly believe I am entitled to a refund for this!!

Your reasons are weak. One is bogus (family support), the other verifies you were eligible and not a complaint reason (you were employed) and the rest is made up of unprovable allegations 13 years after the event. They are usually rejected.

In cases of unprovable allegations, they then look at suitability. So, is there anything there you use? Do you have any evidence to support your allegations?

Brownowl2013

Wow, came on here for advice not to be attacked, clearly the post of 'Newbie be kind' next to my post was wasted!!

-taff

Santander always refuse store cards before 2005. Now that you have their refusal, you can complain to the underwriter, hopefully Santanders refusal has a copy of your application form, if not, phone the FOS to find out who the underwriter was, and complain to them next.

If it was GE, they have been taking responsibility for the sales because the shop assistant signed on their behalf.

jemski1981

Not sure how you'll prove it but staff in certain stores were given incentives to get people to sign up to PPI on store cards. They were known to tick the box for the customer to get the bonus.

How you prove it was not you who ticked the box is beyond me. We claimed and got exact same letter even though my hubby worked for them and knew it went on.

Brownowl2013

I don't have a copy of the original form but will try and obtain it. I definitely would not have ticked for PPi and the letter from Santander even says the store assistants were not trained to sell it and therefore would not have discussed it with me. This is my point really, surely they cannot say it was optional as I could have cancelled. Surely if it was optional I should have had the policy explained and then had the choice whether to accept or not. I don't think saying I would have received documents in the post stating I could cancel within 30 days is acceptable but am open to opinions obviously as that is why I am asking on here 😊

[Deleted User]

Brownowl2013 wrote: »

Wow, came on here for advice not to be attacked

You haven't been "attacked" any more than your response from the Bank will have been "sarcastic".
Your complaint was weak and that is all that was pointed out to you. If you refuse to see that, then you have little chance of success with this going forward.
As -taff said, you can now refer your complaint to the underwriter of the insurance.

-taff

Brownowl2013 wrote: »

I don't have a copy of the original form but will try and obtain it.

it's not necessary, it's just easier because it shows the underwriter. Phone and ask the FOS who it was.

misschicken

The FOS aren't too keen on companies automatically adding PPI without explaining this to the customer first or explaining the basics of the policy - which they have already stated they didn't do. I would keep going with this. If you do want the original documents still held (which may be very little as it was 2000) then you can always send GE/Santander an SAR. There's instructions on how to do this in this in the Stickies at the top of the forum, it costs £10. Otherwise do as Taff says above.

AppleDap

Brownowl2013 wrote: »

So, I was sold a store card in around 2000. I recall it was in a shop sold by the assistant. There was never any mention of ppi, that it was an option or would be added and I remember her calling and me speaking with someone over the phone to complete my details. I would never have requested ppi, I was working and had family that would have covered repayments if for any reason I struggled which was unlikely. I was young and naive and would have assumed this premium was compulsory.

I wrote to GE Capital/Santander and received a reply refusing the claim basically stating the following;

**The card was applied for over the phone - not disputing this but it was via the store

**The ppi would not have been explained or discussed at the time but automatically added and I would have been written to offering the chance to cancel within 30 days

**The premium was added to my account overy month and i could have cancelled at any time.

1 - My point is surely it is not optional if it is automatically added
2 - Why was this not explained at the time of taking out and surely this is mis selling.
3 - I do not recall receiving 'said' paperwork and had I have known the policy was optional would no way have taken it but I was never given the choice!
4 - I was young and in the belief I had to pay this premium each month

Santander were extremelly sarcastic in their response and have basically referred me elsewhere if I am unhappy with their 'final' decision. Anyone had the same and gone on to have success? Feeling very disheartened and think I am being given the cold shoulder - I truly believe I am entitled to a refund for this!!

Advice greatly appreciated.

Hi
I also had a GE store card that I was sold by the sales assistant In a store. I actually have a carbon copy of the original agreement that was filled in Instore and the PPI box and the CPP boxes are NOT ticked. When I had my first statement after using the card. CCP had taken a payment for 3 years of ID cover and there was a PPI premium on the card. I phoned up the card company to say that it I had declined Instore to take these out and requested them to cancel it and have my money back and I was told that I couldn't. and I believed them !
I am about to put in a claim for misssold PPI to them.

Did they actually put in the letter to you that they automatically add it ?! As they did this to me even though I didn't request it.