Lloyds PPI reclaim offer

[Deleted User]

starman67 wrote: »

I guess the girl at the bank just did not know this, which isn't great, in my opinion, as she works in the PPI dept.

Two reasons you should now sit back and wait for the Bank to let you know when the complaint has been considered;
(a) You are wasting both the bank's and your own time. Just leave them to get on with it.You cannot in any way influence the eventual result of your complaint by constantly ringing them.

(b) If you do ring them, you won't be speaking to staff who are directly dealing with your complaint. Someone answering the 'phone is not required to be an actual complaint handler(although they may well be)

Whether they work for Lloyds directly or for an outsourced firm is irrelevant -especially as the regulator only recently investigated the quality provided by such firms.

You really do need to chill out and forget about this until you receive the "full and final" response in around eight weeks. If, as is likely, you receive your SAR in the meantime I don't recommend attempting to use it to "augment" your existing complaint by ringing them up yet again.

addedvaluebob

Call them as often as you like and if the person you speak to isn't able to answer your question ask to speak with someone more senior who might know the answer.

It is almost certain that the person you spoke to is from an outsourced agency and as such it is likely that the PPI team review will not have the same access to systems and the SAR may throw up different information.

If you feel there is information in there that adds further weight or a different aspect to your complaint you should make sure they are aware of this before finalising their review to avoid you having to refer it to FOS

starman67

Well I finally got a decision today on my 3 loan complaints. 1 has been upheld but the other 2 were rejected as they say I did not have PPI on those loans.


However, I was called by Lloyds only last week as they were checking my employment status during the time when the loans were applied for. In that conversation, the man I spoke to confirmed the start and finish dates on all 3 loans and also said that I did have PPI on all 3 of these, and yet now they are saying that 2 did not!


I have rung them today to protest but the guy on the phone just says their decision is correct and that I have to provide proof to contest it despite what I was told last week. I have the date and time of that call logged and they say all calls are recorded, and yet they are not prepared to re check their records! All he will do is request that I am sent some information to verify what they are now saying.


I am awaiting info from a dsar request, and clearly I'm hopeful this will back up my case, but to be fair I just do not trust the bank. What is to stop them deleting any relevant information now so it does not show up on the records?


I'm sure that I had PPI on the last 2 loans and I suspect on the first as well. To me it makes no sense why I would have taken out PPI on the middle of 3 loans that were all taken out in quick succession (over 5 year period).


In my dealings with the bank to date, they first sent their initial written response to my complaint to my old address despite the fact I was very clear on the phone in telling them what my current address is as well as my previous addresses. I have since been told on the phone that they do not pay back interest on the PPI payments for front loaded PPI (totally incorrect). And now they have verbally confirmed I had PPI on all 3 loans though now in writing they say it was only 1! Feeling disheartened and ripped off right now!

Nasqueron

What someone says on the phone will not prove you had PPI on the loans or created records of what you may/may not have paid unfortunately, it is much more likely the person made a mistake and mixed up loan information - if you don't have any evidence of paying it then you have to accept their decision unfortunately.

It is a little paranoid to suggest the bank would have the capacity and intent to deliberately delete part of your loan repayment - if you then found you had paperwork in an archive that proved you did, the bank would be in a whole world of trouble, people would lose jobs etc

starman67

Thanks Nasqueron. I don't think anyone would lose their jobs as these loans were from over 10 years ago, so they are allowed to have no records. Maybe I am being "a little paranoid", but the banks do have a dubious reputation.


It does seem odd to me that they have all the information on a smaller loan taken out 2 1/2 years later, from the same branch as the larger loan, and that they have the account number for the larger loan as well as its start finish date, but not anything that could verify it had PPI.

Nasqueron

starman - if the bank knows you paid PPI on the second and third loans, covered it up and deliberately deleted your data I would hope someone lost their job!

I have seen comments on these boards before indicating banks had different account numbers internally at least for those with and without certain features so who knows

There is a defined payment on PPI, I don't think they can get away with not paying interest if that is in the repayment thing agreed by the FOS - should double check that

starman67

Thanks Nasqueron. I do not fully understand your last paragraph but they did pay everything that was due on the middle loan, including something called "Excess Balance and Interest. This is an additional payment to cover the extra amounts you paid when you refinanced your loan/PPI." I took out the 2nd loan on a 60 month basis but repaid it early, after 31 months when refinancing in taking out the 3rd loan.


My recollection is that this loan also had PPI, and considering the loan also included paying off the previous loan and PPI on that, it makes sense that I would then have also had PPI on the later loan.

Nasqueron

When you get the figures post them on the PPI section and someone can have a look over them.

I think with rollover loans where there is PPI included in the loan (single premium) you get some rebate of the PPI when it's paid back early (with the refinance) but someone who knows the finance properly should advise if you should get the PPI money back + interest

addedvaluebob

This is why the SAR is always a good idea with Lloyds, their administration and complaint handling generally is a shambles. You do not have to just accept their decision, ask them for a recording of the call as well as the SAR when it turns up and if it shows the PPI you expect then go back to Lloyds in the first instance but make sure you also remember to file with FOS before the deadline in their final response letter.