PPI Reclaiming successes and failures

Newly_retired

DH claimed about two lots of PPI using the template. Lloyds sent a letter referring to four PPIs.
Tonight out of the blue he got a phone call interrogating him about these. He was caught on the hop and struggled to remember any details. Now he thinks he may have blown his chances of compensation. Surely they should not have rung him out of the blue for detailed information but asked in a letter?

Tryinghardtogetahead

Hi Everyone, a cautionary tale for anyone trying to relaim PPI from OPUS Cards. I complained about PPI on my OPUS Card (originally CITI) on 1st August this year. On 26th Sept I received a letter saying that my complaint was upheld and offering me a refund of premiums and 8% statutory interest. The OPUS account is still open.

The letter did not include a breakdown or explantion of how they had come to those figures i.e. restructured account figures. It did not mention compound interest on the premiums or suggest that the credit balance of the account would be altered. The letter included an appendix with different examples of how they calculate redress but it used generic figures rather than mine and didn't say which example was being applied to my case.

I couldn't understand how they had come to their figures (becuase they failed to provide an explanation or breakdown). By simple addition I could see that the premium refund was short and I could not see any circumstances in which I should receive 8% statutory interest as the account would never have been in credit even without PPI.

I called customer services and asked to speak to the lady named on the letter in the "Customer Relations Team". I was told that it isn't possible to speak to them i.e. they don't talk to customers. The only way to communicate is by writing. The customer services staff are unable to answer any questions about the PPI refunds.

To cut a long story short I have written and phoned numerous times asking for clarification of their figures. I've pointed out that they are meant to reconstruct the account and pay the difference between the reconstructed figure and the current balance. I've also pointed out that they are supposed to provide me with a copy of those figures. I've even reconstructed the account myself using a spreadsheet obtained from the FOS and given it to them challenging them to show me where I'm wrong. Despite that I am being stonewalled and ignored.

After writing to their CEO, Mr James Corcoran, and phoning almost daily I've now got them to promise that somebody will call me to discuss tomorrow. Interestingly they want that call to be made by somebody in their legal department not one of the people who deals with PPI. I'm not holding my breath for the call as they have promised before with no results.

Just for clarification this should be a very straightforward case. I have every statement since account opening (which I've copied and forwarded to them) plus the original credit agreement with CITI. I've never missed payments or been in arrears. There is no dispute about the figures or about the account generally. This should be very straightforward.

In conclusion they are a highly disreputable bunch. They clearly have a policy of minimising the amount they pay out rather than doing it correctly. They have engineered a system of complaint whereby the customer cannot make contact with anyone who has any knowledge or authority to act on their case. The intention is clearly to stall and stonewall in the hope that you'll just settle for the lesser figure on offer.

Anyone else who is reclaiming PPI from OPUS should first be 100% sure of what you are owed. Do not expect them to calculate it fairly or honestly. Do not make the mistake that I have made by trying to communicate with them for any length of time. They are simply stalling with no intention of paying up. After their offer, if it isn't correct, give them a short deadline to answer your questions and then hurry up and get in the queue at the FOS.

Has anyone else had a similar experience with OPUS? Has anyone had a good experience with them?

Bofus

Just an update on my recent claim from Canada Square (Egg). I have received my cheque for £1400 today within the 20 working day window .... so hang in there ... your money will come.

queenhermione

I claimed against Barclays for PPI on a loan following the guidlines here, in November. They sent me back info about 3 other loans that had it (I seriously hadn't realised), so I filled in those forms as well.

Today I have received a letter saying that three of the claims have been upheld. It comes to a total of £16,939.16(!!!!) including interest at 8%. The money has already been paid into my bank account.

I am, obviously, in shock! I was expecting maybe £3k if I was lucky.

Thank you so much, MoneySavingExpert, for helping me just when I was going broke, and thank you Barclays for setting up a savings account I didn't realise I had lol.

:snow_grin

worried48

Newly_retired wrote: »

DH claimed about two lots of PPI using the template. Lloyds sent a letter referring to four PPIs.
Tonight out of the blue he got a phone call interrogating him about these. He was caught on the hop and struggled to remember any details. Now he thinks he may have blown his chances of compensation. Surely they should not have rung him out of the blue for detailed information but asked in a letter?

That's what they do. We got caught on the hop here too

dunstonh

Newly_retired wrote: »

DH claimed about two lots of PPI using the template. Lloyds sent a letter referring to four PPIs.
Tonight out of the blue he got a phone call interrogating him about these. He was caught on the hop and struggled to remember any details. Now he thinks he may have blown his chances of compensation. Surely they should not have rung him out of the blue for detailed information but asked in a letter?

If they phone they can get an immediate answer and deal with it there and then. If they send a letter out then they have to file the response and wait for it to come back. That goes into another queue and often the response will lead to another set of questions which can then require multiple cycles. Also, some people give up when forms are sent out.

There are pros and cons to both methods.

HAVEFAITH

queenhermione wrote: »

I claimed against Barclays for PPI on a loan following the guidlines here, in November. They sent me back info about 3 other loans that had it (I seriously hadn't realised), so I filled in those forms as well.

Today I have received a letter saying that three of the claims have been upheld. It comes to a total of £16,939.16(!!!!) including interest at 8%. The money has already been paid into my bank account.

I am, obviously, in shock! I was expecting maybe £3k if I was lucky.

Thank you so much, MoneySavingExpert, for helping me just when I was going broke, and thank you Barclays for setting up a savings account I didn't realise I had lol.

:snow_grin

Wow this is some post - well done & congrats!

HAVEFAITH

Hi all,

I've received a cheque today from Capital One (took 3 months) for £500 approx re ppi refund on my Cap One credit card. Got there in the end.

Mad4snow

Hi all, Barclays have just paid £1600 into my account, I'm waiting for the letter but they have said this is a goodwill jesture......my claim is against £60k mortgage over 10 years and by my calculations I should be looking at £20k.......are there any standard letters to reject the offer?

Pulp_fiction

Cooper123 wrote: »

Hi,

Have recently had my complaint upheld and have sent back form signed - So realise its too late now but just a question....

I was reading through the breakdown details today and noticed that they are only paying interest up until the credit card was paid off which was 2006.


This is what a lot of people unfortunately do, they see large figures and think of the wait and fight they hve had to endure to get to this point and sign away.

To be honest, I think you wont be able to do anything as they do you with the section 'I agree that this is the full and final settlement' and it is just that once you sign it.