Lloyds PPI Problem - Closed Case

Debt_Slayer

Hi all, I want to try and explain this as concise as possible.
I knew i'd had loans but I had never bothered with the PPI as I knew i'd never taken it out, I never do on anything be it PPI, Extended Warranties, Appliance Cover etc.

Anyway, curiosity finally got the better of me and I phoned the PPI phone line for LloydsTSB. To my absolute horror and surprise I was told I had four loans (I only remembered two so I assume I refinanced) and I was then told there was PPI on all four loan accounts. I was furious as I would never have taken PPI out.
Not only for principal as I mentioned above but because my employment benefits included an Accident & Sickness policy which paid out my full salary for upto 5yrs.

On the 22nd April I filed claims on all four accounts on the grounds that PPI was not only added without my consent or knowledge but mainly because I had the Accident & Sickness cover at work which meant any extra PPI policy was not needed, not suitable and was indeed miss sold.

Received my confirmation letter stating a resolve would be acheived within eight weeks. I called about 5wks later to enquire and was told the case was closed due to a discrepancy with my addresses. Due to a seperation last year I live at a different address though nothing was mentioned about it, nor did I receive any phone call to ask about this.
I was then told by PPI Claims to go to branch and change the details there with current ID. Branch claimed they could not access my accounts as all accounts are now settled and dormant and I have also switched to another bank.
This happened twice where I was told by the PPI Claims line that the branch staff can access and can change my details and to call them again when I get there. Again I did as asked but branch still said they could not access or amend any details.

So as my ex and children still live at the address where my accounts are held I was advised to use only that address and they would look at the cases for my four loan accounts again, saying they will reach a decision within 6wks.

It has now been 11wks going into the 12th and i'm just getting a little anxious now as to whats happening. I thought claims had to be dealt with within 8wks. I'm not happy that the case was closed without a single phonecall or letter to ask for confirmation of address until I made enquiries as to how it was progressing.

As it has now also gone beyond both the 8wks and the 6wks timescales and they're not giving me any information on the phone other than "our investigations team are still looking into your case", and the PPI Claims staff 'escalating' the case (whatever that means) I'm unsure what to do.

Do I just sit back and weight? Or have they behaved wrongly by closing the case in order to get out of the 8wk rule?
Are they now free to drag their heels with it and hope I get bored?

Thanks for reading

DevCoder

Where/what do you work that they pay out full salary for 5 Years on sickness?

Debt_Slayer

krisdorey wrote: »

Where/what do you work that they pay out full salary for 5 Years on sickness?

It was included in with my employment. This cover has now been changed to a different policy and provider but still covers full salary.
I spoke with the director who confirmed it pays out upto 5yrs.

This isn't important anyway, (it is regarding decision) but all i'm just after is a yes or no decision from Lloyds and given the timescales elapsed i'm not sure what my next move is.

Does anyone have any experience with Lloyds or the claims process who can shed some light?

[Deleted User]

Debt_Slayer wrote: »

I spoke with the director who confirmed it pays out upto 5yrs.

Some job you seem to have!
Can't help with you PPI "complaint", you've alleged that the PPI was added without your knowledge or permission. What evidence did you present to support this?
If the Bank have failed to respond adequately and to your satisfaction at the end of eight weeks you can refer your case to the financial Ombudsman.

sun73

If the bank have not given a final response after eight weeks you can refer your complaint to the financial ombudsman, then sit in a queue for up to two years waiting for an adjudicator to look at it!


You could try sending a letter by special delivery reminding LLoyds they have exceeded the time limits and that you are considering a referral to FOS if they do not respond within 14 days.


It seems odd that the bank don't want to use your new address for correspondence, as many complaints are about old loans at former addresses.

[Deleted User]

sun73 wrote: »

If the bank have not given a final response after eight weeks you can refer your complaint to the financial ombudsman, then sit in a queue for up to two years waiting for an adjudicator to look at it

Alternatively, the OP can continue the fruitless dialogue with the Bank and then go to the Ombudsman, making the wait even longer..

Debt_Slayer

Thanks for the help chaps. I think the FOS is looking like the most likely option as I suspect Lloyds are not playing ball with this. You'd think they'd just want to wrap it all up as quickly as possible. As the initial case was closed, I fear the rules of engagement as it were dont apply, and the reopened case is essentially classed as an appeal so has no limits on time.

I will try a RMSD letter of intent though first, I suspect they have to respond one way or another within a time frame and if not i'll join the Ombudsman queues.

magpiecottage

There is no need for recorded delivery or special delivery. Proof of posting (free from the Post Office) is sufficient.

Tell them it is X weeks since they acknowledged receipt of the original complaint.

Tell them that it is their fault that they failed to tell you that they had closed the original complaint and that it is their fault that they then sent you on a fruitless visit to a branch.

Say you will give them two weeks from the date of the letter or eight weeks from the acknowledgement letter (whichever is longer) to resolve the matter to your satisfaction or you will go to FOS.

Debt_Slayer

The initial acknowledgement letter was sent out on 22nd April which is now over 11wks ago.
Once with FOS it could take ages and i'd rather Lloyds do the right thing and deal with them.

welshgasman

The problem you are having is the discrepancy in the addresses. You would normally only be asked to go to the branch with two valid forms of id if there is an active product. This does not have to be a current/savings a/c, but even a Home Insurance Policy. If you do not have any open product then they should take the address on your complaint. They should have written to you explaining this, chances are they used the old address for the letter.

So firstly I would go back to the branch and request to see all your products using your old postcode and surname. If they still cannot change your address, then request written confirmation of that fact and send a copy to the PPI dept. Alternatively get them to call the PPI line and inform them direct.

If that does not work fire off an email to (text removed by MSE Forum Team) explaining your predicament. That should get the ball rolling.

As for 'escalating', that is just a standard response that their telephony use. It means it has been passed on to another dept, hopefully the one that will deal with it.

HTH

magpiecottage

Debt_Slayer wrote: »

Once with FOS it could take ages and i'd rather Lloyds do the right thing and deal with them.

If they are willing to. However, they are probably too thick!