Lloyds Credit Card PPI - Claim Rejected, what next?

[Deleted User]

Border_Collie wrote: »

I've drafted a letter to challenge their decision.

Send them a SAR letter first, so that you can arm yourself with the most information and they can't easily "fob" you off.
Unfortunately, your evidence is still not conclusive that you had a PPI policy when your credit card was "maxed out".

Border_Collie_2

Moneyineptitude wrote: »

Unfortunately, your evidence is still not conclusive that you had a PPI policy when your credit card was "maxed out".

This is true, but if they can get so much so badly wrong, then there's a chance they might have missed more.

[Deleted User]

Border_Collie wrote: »

This is true, but if they can get so much so badly wrong, then there's a chance they might have missed more.

Which is precisely why you need as much evidence as you can gather prior to any "appeal".

Aquamania

Border_Collie wrote: »

...I didn't include my document because my complaint was deal with over the phone & I didn't know I had it until a I found it recently...

So you were presumably sent it in 2012?

Border_Collie wrote: »

I wasn't aware of PPI on credit cards 2 years ago.

If my previous comment proves to be correct, the bank will not accept the fact you failed to read the document they sent, and you received, as reason you did not know you had PPI

Border_Collie wrote: »

If it was just a few pounds I wouldn't bother,

The document you have now shown us indicates that you only paid £0.80 for the whole year ending June 2012! (in relation to the LLoydsTSB card)
You'll probably spend more than that in phone calls & postage costs trying to recover it

[Deleted User]

Aquamania wrote: »

The document you have now shown us indicates that you only paid £0.80 for the whole year ending June 2012!

While this true, "Border Collie" wants to establish whether he was paying PPI when the card was previously "maxed out" in other years.
The only way to establish this is to write a Subject Access Request (SAR) letter to Lloyds. If nothing else, it will at least show whether the Bank has records of PPI on the card and when. If the SAR returns no other details than the 2012 Annual Review, then it will be impossible to progress the complaint any further without other evidence from the Op's own archive.

I'm wondering why the Bank have claimed the OP was offered and accepted money in the past? Perhaps this is a mistaken reference to the redress "Border Collie" received from the loan PPI he complained about previously?

Aquamania

Moneyineptitude wrote: »

While this true, "Border Collie" wants to establish whether he was paying PPI when the card was previously "maxed out" in other years. ...

I would guess that this document does not relate to that card that was referred to in post #3 where the OP claims to have been maxed out to the sum of almost £10,000.

The credit limit shown on the document as at June 2012 was only £3500 (unless of course the bank reduced the OP's credit limit prior to that date, but seems unlikely)

[Deleted User]

Aquamania wrote: »

The credit limit shown on the document as at June 2012 was only £3500 (unless of course the bank reduced the OP's credit limit prior to that date, but seems unlikely)

The OP may well have requested the credit limit be reduced after it being "maxed out" for a period. The Bank might also have reduced the limit if the OP got into difficulties paying it back etc.


I agree "Border Collie" should certainly ensure that the document he holds pertains to the same credit card that he has complained about, otherwise it's basically worthless.

EDIT: Just found this;

Border_Collie_IN_JUNE_2012 wrote: »

my card bill was huge and it almost maxed out in 1997 (£10,000). I got a loan to pay it all off. I've barely used my card since.

You never mentioned that the card "maxed" 17 years ago and, if your complaint is indeed about "various" cards, then your 2012 document is not concrete evidence that you had PPI on the card you held in 1997.

Border_Collie_2

Hi Folks, I've just had a chance to catch up.
Firstly, I've sent a SAR request as suggested.
Secondly, I made an error in saying my card maxed out in 1997....it was 2007. That happened over a period of a few years as whenever I got near maxed out Lloyds just upped my credit limit. It was brought to my attention in 2007 by a teller at my local bank who rightly informed me that I would be better off getting a loan to pay off the card. This I did, and was able to pay the loan off the next year due to an inheritance I received. I took advice and had my credit limit reduced to £3,500.
In 2012, my card was compromised somehow and was cancelled and a new one issued.
The reason this stretches out over a long period is that when I phoned to ask about PPI a few months ago I was given a reference (complaint) number. The letter from Lloyds that followed, in effect said that they were investigating 3 accounts (which stretch back quite some time) and that my original complaint number had been cancelled and I was issued with two new ones. Only one of these new reference numbers was mentioned in the rejection letter. When I asked the advisor about the other number she just said that probably they had been treated as one case.
Anyway, my SAR is off and I'll keep this board posted on whatever happens.
Thanks again, all your comments have helped a great deal because this is unknown territory to me. When I phoned about PPI on my various loans, I had a payout put into my bank account within a week, with the offer in writing arriving two days later...as easy as this has been complicated.

[Deleted User]

Border_Collie wrote: »

In 2012, my card was compromised somehow and was cancelled and a new one issued.

This makes your review document from 2012 much less valuable as it doesn't pertain directly to your original cancelled card. However, I'd say it was unlikely that you took out PPI on the new card only in 2012!

Border_Collie wrote: »

When I phoned about PPI on my various loans, I had a payout put into my bank account within a week, with the offer in writing arriving two days later...as easy as this has been complicated.

Clearly there was no doubt that you had PPI on the loans in question.

You'll have to wait now for the SAR result before you can proceed any further with the credit card...

Border_Collie_2

Can anyone advise me as to how long I should wait for SAR results before phoning Lloyds again. On 8th Sept I sent off a SAR request as suggested . Tracking service confirmed it was delivered on 9th Sept but so far I've had no response from Lloyds and they haven't cashed my £10 cheque.
Because I got no response after 5 weeks, I asked Royal Mail to confirm delivery and that a signature had been received. I got their response yesterday and Lloyds have definitely signed for my letter.
Could they be just hoping that I'll give up and go away or will it take some time for them to gather information?
Thanks again.