Santander PPI

cheshirecat22

Hey all, I have mortgage, loan and credit card with Sanatnder and rang to check if I had PPI/Insurances to which they said I hadn't. They then went on to ask me a number of questions about when I took out PPI/Insurances. This confused me and I asked again do I have PPI/Insurances? They said no and continued to asked these 'routine' questions about my situation when I took out PPI/Insurances. After the to and fro of me asking if I had PPI and them saying no but can you answer the questions about when you took out the PPI/Insurances, I was baffled. A few days later a Reclaim questionnaire is delivered by the postie from Santander saying they have acknowledge my complaint about my Personal Loan PPI policy!!! So now utterly baffled my question is do I or do I not have PPI?? How could I find out? Should I just fill out the questionnaire and return it? Also they haven't stipulated which account the PPI relates to or what policy it is in their letter. Thank you in advance

Insider101

cheshirecat22 wrote: »

Hey all, I have mortgage, loan and credit card with Sanatnder and rang to check if I had PPI/Insurances to which they said I hadn't. They then went on to ask me a number of questions about when I took out PPI/Insurances. This confused me and I asked again do I have PPI/Insurances? They said no and continued to asked these 'routine' questions about my situation when I took out PPI/Insurances. After the to and fro of me asking if I had PPI and them saying no but can you answer the questions about when you took out the PPI/Insurances, I was baffled. A few days later a Reclaim questionnaire is delivered by the postie from Santander saying they have acknowledge my complaint about my Personal Loan PPI policy!!! So now utterly baffled my question is do I or do I not have PPI?? How could I find out? Should I just fill out the questionnaire and return it? Also they haven't stipulated which account the PPI relates to or what policy it is in their letter. Thank you in advance

This is the problem with bank PPI call centres. They don't really understand any of the issues they are dealing with and are just programmed to try and be helpful and follow standard processes. Half of them are on the other side of the world.

I would phone them back and ask to speak to a manager if you don't get anywhere. Just say that you only called up to find out if you had ever had PPI with them. It was never your intention at this point to raise a complaint about it. You were then told that you had never had any. Therefore with that in mind how they can ask questions about when you took out the non existent PPI, register a complaint about the non existent PPI or send you a questionnaire about the non existent PPI escapes you. Then demand some proper answers!!!

cheshirecat22

Thanks for that. My friend has exactly the same problem he rang and got the same response from a different bank. You'd think there'd be a better system in place to give you factual and acurate information without all the harrassment of following a procedure!

cheshirecat22

It turns out his bank is Santander too. Not holding out much hope to get sense out of anyone there!