Capital One / Ombudsman PPI

WatchMan

dunstonh wrote: »

I was referring to the Cap One uphold rate which is one of the lowest there is. I referred to it in #2. I just checked the latest stats which show 18% for PPI in the last period.



There are no official stats as its not something that gets recorded. However, a number of firms that retailed PPI have said that figures in excess of or around half have not actually had PPI.

Thanks for the clarification.

Moneyineptitude wrote: »

My point was that you were rather reiterating what's been said already. I don't think the OP needs any more confirmation of that sad fact.

I see - by that logic, your porst was superfluous - it following Dunstonh's.

The nature of forums, indeed an advatage of them, is that one often receives a number of replies on the same topic. Though I will take note, and will think twice before posting knowingly and with scant regard for others on a thread which has already been well and truly answered.

[Deleted User]

WatchMan wrote: »

I see - by that logic, your porst was superfluous - it following Dunstonh's.

Perhaps, but your first post followed the Op's abject horror at being told the awful truth that his complaint is not going to be upheld. So your post was just rubbing salt into the open wound!:p

ejectthetape

I need help with this one as well. It seems Capital One do not take complaints as seriously as you think. I found statements showing ppi payments, so I forwarded them to C.O. together with your complaints template. Two months later I received a reply saying there had never been any PPI payments to this account!!! And to add insult to injury they even got my name wrong and not as in a typo. Completely different name and I was now a Mrs. So I repeated the complaint and sent it away explaining they may have data protection issues and the reply was not acceptable. The next reply came within two weeks. Same brush off letter. How can they say PPI was never on the account when my statements clearly show it. I'm not sure what to do now? any advice would be grateful

[Deleted User]

What actual payments do your statements show? Did Capital One refer to these statements in their letter?
I would be asking them to explain this seeming discrepancy, though I'd also make sure that the payments shown are definitely PPI on your Capital One account.

Rawdinae

I am also having issues with Capital One

Sent ppi claim a while back didn't receive any communication.

I sent another claim to which they did reply and stated they had checked their records a said they had already given a final response to my original claim at it was now time barred but they would respond to further communication.

Since not receiving this alleged final response I replied and requested a copy of this again they did not respond.

I sent a registered letter requesting the information again and pointed out they had again failed to respond to my previous letter.

After waiting 20 days and still nothing - I submitted a complaint to the FOS

The very next day I did receive the information - included was a copy of my original application form with Capital One on which they acknowledge that I indicated on that form I did not want PPI they go on to say that I agreed to PPI some 20 days later I agreed to PPI over the phone - which I didn't why would I? I won't even accept insurance when buying electrical goods.

The fact that I have a copy of my application supplied by the that clearly states that I did not want PPI surely gives weight to my claim. Question is do I reply and challenge them on this again or do just hand the new information over to the FOS?

In my opinion Capital One does seem to have a bit of mis-selling form and are certainly playing hardball using all the tricks to resist claims!

dunstonh

The very next day I did receive the information - included was a copy of my original application form with Capital One on which they acknowledge that I indicated on that form I did not want PPI they go on to say that I agreed to PPI some 20 days later I agreed to PPI over the phone - which I didn't why would I? I won't even accept insurance when buying electrical goods.

Most Cap One PPI sales were made post sale over the phone. So, their response is consistent with how most of theirs were set up.

The fact that I have a copy of my application supplied by the that clearly states that I did not want PPI surely gives weight to my claim.

none whatsoever as it just indicates you didnt take it out at point of card sale and supports Cap One when they said it was added by phone later.

In my opinion Capital One does seem to have a bit of mis-selling form and are certainly playing hardball using all the tricks to resist claims!

They have a good reputation nowadays on complaints and the FOS reject most of the complaints referred to them. If they were playing hardball unfairly, their FOS uphold rate would not be as low as it is.

Here is a similar FOS outcome:
http://www.ombudsman-decisions.org.uk/viewPDF.aspx?FileID=31166

observation on that one... the CMC did not help the person complaining as they clearly lied to the FOS (page 2, para 3). However, the complaint outcome gives you an indication of the process that is used on unprovable allegations.

Rawdinae

It may well be the case that most sales are done. ln my situation your correct I did not take PPI at time of apllication that's fact.

Take up PPI over the phone? - which I didnt ! Bit of a stalemate on that one then.

However it seems that Capital One clearly had a policy of pushing sales of these policues quite vigourisly and the cold callers are were probably on commission? What's to say there weren't unscrupulous callers applying false sales? Just a thought who's going to disprove that either way?

[Deleted User]

Rawdinae wrote: »

cold callers are were probably on commission? What's to say there weren't unscrupulous callers applying false sales? Just a thought who's going to disprove that either way?

As the accuser, the burden of proof is upon you -not the Bank. So hardly a "stalemate". The Bank say you took the PPI on the phone and you say you didn't. You are reliant upon your memory, the Bank upon their records.

Regardless of all this, from your initial post it seems you have already referred your complaint to FOS. If this is the case, then the Bank won't discuss the case with you now and you'll have to wait for the Ombudsman Service to adjudicate.

dunstonh

It may well be the case that most sales are done. ln my situation your correct I did not take PPI at time of apllication that's fact.

Take up PPI over the phone? - which I didnt ! Bit of a stalemate on that one then.

And without evidence to the contrary, it will be accepted that is how Cap One sold it.

However it seems that Capital One clearly had a policy of pushing sales of these policues quite vigourisly and the cold callers are were probably on commission? What's to say there weren't unscrupulous callers applying false sales? Just a thought who's going to disprove that either way?

As the person making the accusation, the burden of proof is on you. The FOS will look at records that exist and evidence provided by you and them. Where there is no evidence to support your allegations, they cannot uphold your complaint on that front.

Who is to say that you are not being unscrupulous and putting in a fraudulent complaint in an attempt to receive redress? That is the problem with unprovable allegations.