Looking for advice 17 November 2014 at 1:37PM in Reclaim bank & credit card charges 7 replies 2K views

CapriV8Power

Hi all,

Received a lot of help here last year in resolving my PPI claims on Lloyds TSB loans and won all of them except 1 which went 50/50 in the payout. so many thanks again!

I am now tackling my Lloyds Mastercard and have contacted the bank direct. Whilst they have initially rejected my application they have admitted that PPI was applied (good news). My recollection is that PPI was insisted upon as I was only 18 at the time but I was in full time employment with benefits etc. The rejection reason form Lloyds related to disagreeing that I needed PPI in 1998!

They have now taken more than the agreed time to return a reply (promised for the 27th October). I am concerned that they are just trying to hold out the process to let some kind of date expire so that they do not have to payout...

Should I contact the FOB now or wait a little longer - or do you have any other advice?

cheers

Sam

[Deleted User]

CapriV8Power wrote: »

Whilst they have initially rejected my application they have admitted that PPI was applied (good news).

It is not somehow "wrong" to have insurance, so I don't know why you believe it to be "good news" to discover you had PPI?

You do not "apply" for a refund, you have to make a robust complaint that the insurance was mis-sold to you.

You say they have "initially rejected" your complaint? Have they done this in the form of a "full and final" response? If so, then you have wasted your time in further discourse with the Bank. Only if you had new and compelling evidence not in your original complaint will they change their minds.

Your only recourse now is to refer your complaint to the Ombudsman.

CapriV8Power

I may well have wasted my time in further disclosure, that is why I am asking for advice.

Lloyds did reply initially; to confirm that they rejected my complaint, as basically they replied before receiving the questionnaire with further details and evidence.

On receipt of the questionnaire they wrote to me confirming receipt of the questionnaire and promising to reply by the 27th October.

Via phone call today they have confirmed that the case is still open and is now being escalated... but no date has been given.

[Deleted User]

CapriV8Power wrote: »

Lloyds did reply initially; to confirm that they rejected my complaint, as basically they replied before receiving the questionnaire with further details and evidence.

Why did you send a complaint and only then a completed questionnaire?

It sounds to me as if you've already had a formal rejection and the Bank are only paying lip service to your "additional evidence".

What reasons did the Bank give for "initially" rejecting your complaint?

CapriV8Power

Hi Moneyineptitide many thanks for the quick reply.

1st Questionnaire was lost in the post.... 2nd by recorded post magically arrived...

Whilst they state repeatedly that the reason for their rejection is that the questionnaire was not available and that they had not been able to reach me via phone - the main points for rejection are:
*That I was eligible for the PPI policy
*My status shows that the policy was suitable (I have loans covering the same period where this has proved not to be the case and PPI has been repaid). My reasons are that I had benefits via work that far exceeded the PPI policy it was not required/guaranteed loans if PPI was taken.
*That PPI was not pre-ticked and that it was not a requirement for taking out the MasterCard in the first place

The other issue is that the card has been upgraded a number of times and the complaint letter response from LLoyds only covers the 1st account (there are 7 in total). I assume that I will need to request all of the account details before contacting the FOB?

Many thanks again

[Deleted User]

CapriV8Power wrote: »

I have loans covering the same period where this has proved not to be the case and PPI has been repaid.

It's unwise to rely (or even mention) other finance where a PPI complaint has been upheld because Banks never relate the reasons for upholding and the reasons can be very different to the ones you gave in your complaint. A successful PPI complaint on your loan does not (and should not) automatically mean a successful complaint credit card complaint even with the same bank. The circumstances surrounding the sale are entirely different, especially as you applied online.

I suspect you'll have to take this to the Ombudsman. Ensure that you do this within six months of your original rejection, but doing so means that you can give the Bank a little longer to consider your complaint before joining the eighteen month FOS queue.

CapriV8Power

I will give it a week as Lloyds have been in touch today to confirm the escalation of my case.

FYI the credit card application was in person and not online.

will update you of progress in a week or so

CapriV8Power

apologies for never following up and closing the tread. FYI a full payout on all my claims was paid. this site provided me with all the assistance i needed to resolve it.