Debenhams Store Card PPI reclaim problems

bluesnidget

Hi,
I believe I was mis-sold PPI for my Debenhams Store card but wanted to check my original agreement and t&cs which I had lost. I sent them a letter last year requesting this info. They said I needed to pay a £10 fee to Santander cards who had taken over my account from GE Capital Bank. As I was busy with uni work it went out of my mind to reapply with fee until this February. I used the MSE Template letter and paid my £10. I received an acknowledgement from Debenhams saying they'd passed my request to Santander. I received a response from Santander dead on the 40 days to say that they could not find my information and that their retail card accounts had been take over by NewDay in 2014 (just after my original letter) and that I should appeal to them directly. They had cashed my £10.
Debenhams has not sent any further response.
I am very annoyed that Debenhams did not reply to me and explain about the change of ownership of the accounts and that I paid my fee to Santander needlessly and that I they have not passed the query to the right people.
I have sent my concern in to the ICO, but is there anything else I should do? Or does anyone have experience of this situation? Any advice would be appreciated.
Thanks

Nasqueron

bluesnidget wrote: »

Hi,
I believe I was mis-sold PPI for my Debenhams Store card but wanted to check my original agreement and t&cs which I had lost. I sent them a letter last year requesting this info. They said I needed to pay a £10 fee to Santander cards who had taken over my account from GE Capital Bank. As I was busy with uni work it went out of my mind to reapply with fee until this February. I used the MSE Template letter and paid my £10. I received an acknowledgement from Debenhams saying they'd passed my request to Santander. I received a response from Santander dead on the 40 days to say that they could not find my information and that their retail card accounts had been take over by NewDay in 2014 (just after my original letter) and that I should appeal to them directly. They had cashed my £10.
Debenhams has not sent any further response.
I am very annoyed that Debenhams did not reply to me and explain about the change of ownership of the accounts and that I paid my fee to Santander needlessly and that I they have not passed the query to the right people.
I have sent my concern in to the ICO, but is there anything else I should do? Or does anyone have experience of this situation? Any advice would be appreciated.
Thanks

New Day bought the storecard business from Santander 13-5-13 (though Santander ran them until 1-4-14).

It's possible when you asked last year they were still run by Santander, so that was correct, but when you applied in Feb it was incorrect as New Day were now running them. That was not the fault of Santander or Debenhams - they would argue you should have checked it was valid still before sending the cheque.

Regardless of that fact, clarify a couple of things:

1) When did you take out the card (if pre 2005 might as well forget it, they were not regulated so can dismiss the complaint)?
2) How long ago did you close the card (I'm assuming you did or you would have had a letter saying New Day were running it)? If over 6 years they may well have deleted the data as per the DPA - certainly if it was closed before New Day bought the business they almost certainly won't have carried over your details.
3) If it was after 2005, what reasons do you have for miss-sale?

fairchi44

Hello I submitted a similar claim in 2011 for a Monsoon store card which was taken over by Santander . After many months of correspondence where I had to prove via HMRC I was unemployed and that the PPI ( according to them ) would then be taken over by the 'breadwinner' ( my husband ) the claim was declined.
However , yesterday I received a letter from Santander along with a form to fill in . They state they are reviewing my claim ( the store card was opened in 2003 ) and to forward to documentation from the original claim . Luckily I kept everything as to be honest I'd forgotten all about it .
Would be interested to hear if anyone has had something similar .
Thanks
K

moosetastic

fairchi44 wrote: »

Hello I submitted a similar claim in 2011 for a Monsoon store card which was taken over by Santander . After many months of correspondence where I had to prove via HMRC I was unemployed and that the PPI ( according to them ) would then be taken over by the 'breadwinner' ( my husband ) the claim was declined.
However , yesterday I received a letter from Santander along with a form to fill in . They state they are reviewing my claim ( the store card was opened in 2003 ) and to forward to documentation from the original claim . Luckily I kept everything as to be honest I'd forgotten all about it .
Would be interested to hear if anyone has had something similar .
Thanks
K

My sister was telling me today that she had received this as well for an Evans store card. We both had one and both had our ppi claims rejected from GE Capital (they said we had signed the form therefore we agreed to the PPI when both of our arguments was that it was never explained in the store that this is what we were signing for,,we were just told to sign for the card). She has a Dorothy Perkins card as well which was rejected for the same reasons but she's not had paperwork through regarding this card. Its the reason why I've come on here to see if anyone else had had this, as it is the only PPI claim I've had rejected. Really hope this turns into something good

fairchi44

moosetastic wrote: »

My sister was telling me today that she had received this as well for an Evans store card. We both had one and both had our ppi claims rejected from GE Capital (they said we had signed the form therefore we agreed to the PPI when both of our arguments was that it was never explained in the store that this is what we were signing for,,we were just told to sign for the card). She has a Dorothy Perkins card as well which was rejected for the same reasons but she's not had paperwork through regarding this card. Its the reason why I've come on here to see if anyone else had had this, as it is the only PPI claim I've had rejected. Really hope this turns into something good

Thanks
- I too had a Dorothy Perkins card which was rejected at the same time. I also gave the reasons that PPI was not explained and I was told just to sign where the cross was .
Good luck to your sister and hope we are lucky x

carelessmoney

I took out a Debenhams store card in the 1990s (GE Capital) and the card is still in use; I was able to claim back PPI, albeit with great difficulty, from Santander who discontinued PPI on the card after 2005. I would however add that I found Santander totally unprofessional in their complaint handling, to the point of obstruction so maybe you will do better with New Day, Good luck!

Nasqueron

carelessmoney wrote: »

I took out a Debenhams store card in the 1990s (GE Capital) and the card is still in use; I was able to claim back PPI, albeit with great difficulty, from Santander who discontinued PPI on the card after 2005. I would however add that I found Santander totally unprofessional in their complaint handling, to the point of obstruction so maybe you will do better with New Day, Good luck!

Santander did not sell you the card or PPI, that is why they were unwilling to easily roll-over - the fact you had the card still in use works in your favour as they will have taken your account over

-taff

Store cards weren't regulated prior to 2005, Sanatander will always reject those sold before then, the thing to do after rejection is to complain to GE Money, but they are not obliged to give you any redress, but they might.

fairchi44

-taff wrote: »

Store cards weren't regulated prior to 2005, Sanatander will always reject those sold before then, the thing to do after rejection is to complain to GE Money, but they are not obliged to give you any redress, but they might.

I submitted my original claim in 2011 to GE Money who passed it on to Santander . I agree with other posters that Santander are difficult to deal with and in the end I gave up even though I know I was mis-sold . The letter they sent me last week ( the card was opened in2003 ) said they were re-examining my claim and this usually results in a positive outcome .
I'm not holding my breath but you never know ! I'd submitted a Claim with M&S at the same time which was rejected , forgot all about it , then last year received a cheque for 17k after it had been re-examined .
Best of luck to everyone .