Any suggestions for Egg/Canada Square Operations?

Bullfighter

I'm struggling to pursue a PPI claim with Canada Square Operations.

They have no phone number, and they do not reply to email sent to their email address crt.pleaseassist@citi.com

I've written to them on 3 occasions to provide them with proof of my new address (the most recent being Recorded Delivery) and after 2 or 3 weeks I get a stock letter stating that they haven't received my letter.

Clearly they are trying to delay the process and since they have technically responded to me in the 8 week window I can't get the Ombudsman involved.

I've read a few threads on here about these guys and this seems to be their standard practice.

Has anyone found a better way to pursue their PPI claims with Canada Square Operations?

Caggie

Nope, their intransigent stance is very distressing. I have persisted with phone calls and received a call back from PPI department late Friday afternoon saying they were going home but we arranged a time for them to call on Monday morning.

I have rejected all suggestions to write to them again, It seems futile to write asking why the bank has not responded or has sent out incorrect letters requesting information they don't need or have already received.

It has been suggested that I email and I explained yet again they do not respond, I was told yesterday that they don't respond to emails but instead write a letter. So why don't they send an email acknowledgement explaining that?

My only advice is to persist with phone calls or contact the Ombudsman, You can raise a complaint explaining the way theta Egg is communicating, with it affecting your PPI complaint.

The phone number is 0800 358 2101

Nasqueron

Bullfighter wrote: »

Clearly they are trying to delay the process and since they have technically responded to me in the 8 week window I can't get the Ombudsman involved.

This is incorrect, after 8 weeks you are allowed to refer the complaint to the FOS regardless of what the bank has done.

I would suggest also going into a branch with proper ID (driving license or passport) and proof of your new address (utility bill in your name) and get them to update it that way.

binerds81

Hi Bullfighter,

I'm in the same boat as you, although I have already had the FOS overturn CS's original rejection in my favour - but since receiving a letter from the ombudsman I had to wait around 7 weeks before they wrote saying they haven't got "proof" of my address.

It's a completely rubbish level of service as they write a letter to your "non proven" address asking you to provide proof of where you live! And like you say, they don't reply to emails they don't acknowledge receipt of ID and can't give you any info over the phone.

Not sure myself how long they are allowed to keep putting me off but I will be raising this with the FOS about the length of time they are taking if they don't send my offer this week - I hope you manage to get somewhere more quickly!