Wrong info given by Egg on PPI

AlabamaW

Hello everyone, I've been a long time lurker on this site, now an experience with Egg (or Citibank whoever it is now) has left me fuming and motivated to try to reclaim my PPI properly. I know you guys are the experts on this!

Egg.
I had an egg credit card from 2002-2011. I called Egg in 2013 who referred me to citibank. Given I had no statements just account numbers I called and asked if I had PPI on these accounts. I was told no PPI on any of my egg products and they had not got any data of my accounts. They didn't know where it was (!).
I also had a Prudential loan taken out in 2004. This was an Egg loan. Was also told no PPI by the same people.
At this point I believed them and that was that.
I've since found some old statements from that time in the loft that show 13 pounds a month was taken for years on the credit card named CREDIT CARD REPAYMENT PROTECTOR. Is this PPI??
It starts to appear randomly 2 years into my card - given I was an unemployed student I can't imagine it would have been of any use to me at all.
I feel they blatantly lied to me! I never followed it up as they told me on the phone PPI was never on any of my accounts.
What should I do? I called them up and all the Citibank woman on the phone could tell me (on the secret phone number that you have to find on here) was to write in again to the Canada Square operations address.

My questions are:
What should I send and to who for both the credit cards and the loan.
I have some credit card statements that show the fees being taken. Should i send a SAR or what, given they have told me they have no data?
Re the Egg/ Prudential loan. I dont have the original paperwork for this but I do have it on my credit file showing the start date (2004) and that I paid 206 a month over 64 months.

There are various addresses and I'm so confused (and cross)
Thank for any help. Such a great site.

Egg Loans
Riverside Road
Pride Park
Derby
DE99 3GG

Egg Card Services
Riverside Road
Pride Park
Derby
DE99 3GG

Egg - Statements
Jenny Gordon
Data Protection Manager
Egg PLC
1 Waterhouse Square
138 – 142 Holborn
London
EC1N 2NA

Citibank
Citigroup Centre
Canada Square
London
E14 5LB

Citi Cards - Statements
Richard Cooke - Data Protection Officer
Citi Cards
1 Exchange Quay
Salford
Manchester
M5 3EA

AlabamaW

Update: So going through more papers I've found a letter from Canada Square to me dated 2/8/13. It says 'regards your recent complaint, I have done a thorough review of your account an can assure you that all our record show you have never purchased, nor has PPI ever been added to your accounts'.

So is the repayment credit protector not PPI?

Confused...

I've also just found the original loan agreement...

-taff

Make a copy of your statements, send them to them, along with a questionaire detailing you were a student. If you have no joy within 8 weeks, go to the Ombudsman.
If you have already had a response and you are coming up to the 6 months to complain to the Ombudsman, just go straight to them.

AlabamaW

Thanks very much, two things.

Does everything Egg-wise (ie loans and credit cards) go to Canada Operations now? The address in the forum sticky still has Egg Loans, Derby. I cant get any answer on that.

Secondly given they have denied any PPi on the credit card (when it is without a doubt there) should I do a SAR on the loan? I only have the agreement and in fairness I cant see it says PPI on it - though I'm sure I had some kind of cover...

-taff

No idea...
I know canada square is definitely credit cards

you could send a SAR, you'll most likely get back more info. If you know you had it, you ocmplain about single premium, and the fact you were a student and it would have been useless [if you were at that time[

Caggie

Hi

The address you need is on::https://www.citibank.co.uk/GBMKT/personal/complaints_egg.do#SUBCLICK1

They are updating their website over the weekend but links to to questionnaire etc are still broken.

I have had terrible problems with my dealing with Canada Square Operations regarding PPI complaints , they are crazy-making with their subterfuge and stalling tactics, so be prepared for the long haul and best of luck.

Canada Square Operations – Egg – story so far

antrobus

AlabamaW wrote: »

....Egg. I had an egg credit card from 2002-2011. I called Egg in 2013 who referred me to citibank.....

Egg Banking plc was originally set up by the Prudential. Prudential sold Egg to Citibank in 2007. In 2011 Citibank gave up, sold the credit card business to Barclaycard, and the savings and mortgage book to the Yorkshire Building Society (who continue to use the Egg brand). The old Egg Banking plc continues to exist under the name of Canada Square Operations Ltd, and it is that company what would have liability for any mis-sold PPI on Egg products.

The address you appear to need is;

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

https://www.citibank.co.uk/personal/complaints-egg.do

AlabamaW

That's really useful info. Thanks. So out of all the banks in all the world, I chose the most convoluted, and seemingly difficult ones to have my PPI with! Great. I'm going to write to them about the Egg cards and egg loan in one letter and send off the questionaire with copies of my agreement and copies of the statement that shows repayment figures.

It has inspired me to look back at all my other credit/store cards though. There's 10 with GE Capital alone, and I was crap with money when I was younger so there's probably something on there.

Thanks for your help.

AlabamaW

I have another question.....sorry
So my egg loan agreement says £10000 over 60 months at £201 at 7.9% start date 18/8/04.

My working using a loan calculator shows this this should have cost

Monthly repayments£200.99
Total amount repayable £12,059.19
APR7.9%
Total cost of credit £2,059.19

My final payments were £213 on 17th April 2010, £213 on 17th May 2010 and £6.94 on 17th June 2010. Previous bank statements show I was paying between £206 and £216 monthly not £200.99. My experian etc say £10000 for 64 months at £206. Could this discrepancy in number of payments and the amount be PPI?

Bearing in mind Egg said I didn't have any PPI on any of my products, and then it turned out I did on the credit card, I don't trust them.

Anyone good with maths?
Thanks