Confused over id for ppi reclaim

termie

Hi

Thanks to Mse I finally got of my behind and started reclaiming my old ppi payments. I've successfully reclaimed 2 from Barclays and lloyds, and am now on my third.

This one was originally with beneficial, which is now owned by HSBC.

It's the one which was always going to be awkward as the account is still in my maiden name due to a dispute I had with them when I got married during which I was sent 15 miles out of my way to provide my marriage certificate to one of their shops which had closed the month before.

At the time I complained and received a £5 apology, which is still on my card as they still wouldn't change the name on the account.

Anyway nearly 12 years on I tracked down who now has the account and put in a ppi complaint enclosing a copy of my marriage certificate.

I received back a settlement letter in my maiden name for £169.21, I can get the money put into a bank account so the change of name shouldn't be a problem there.

The problem is they are asking for either the original or a certified copy of either my passport or driving license. This gives me two problems,
1) they are both in my married name as is everything apart from this credit card
2) it's not worth me risking my id being lost in the post for £169.21
3) I don't know how to get them certified or the costs involved.

Any advice, help, points that I'm being dim :rotfl: and have missed something would be greatly appreciated.

brum1968

Best of luck with HSBC i signed my acceptance on 20th june sent it back, then was told i needed to take id to branch so i did so the same day, debit card wad copied and certified in bank sent via banks own internal post to the ppi complaints address in coventry. Two weeks pass so i contact them to see what is happening to payment to find id doesnt match my signature i made on loan 15 years ago, so i go back to branch on july 3 and they take another debit card copy certify anf add bank stamp and bank employee reference and send in internal post to ppi complaints coventry, still havent been paid. This bank is the worst I have dealt with by a long way, it makes me feel like they dont want to actually part with the cash. I will be contacting the omburdsman soon to chase them up.

magpiecottage

Go into a branch of HSBC with the letter and the documents and ask them to make certified copies and send them via the internal post.

brum1968

Ive done that twice.

magpiecottage

brum1968 wrote: »

Ive done that twice.

Send an e-mail to [EMAIL="managingdirectoruk@hsbc.com"]managingdirectoruk@hsbc.com[/EMAIL]

Give the complaint reference, tell them that you have twice provided the documentation requested by the customer and twice they have lost it.

Say that if it is not resolved within seven days you will go to the Financial Ombudsman Service.

Contacting board member is not something to be routinely done. I certainly would not advocate it for losing it once but twice begins to look like carelessness.

If the business is not being properly run then they can be personally fined - or, in extreme circumstances, banned.

So you are doing him a favour by telling him that they are not doing their job properly.

It is a double edge sword, though. There can no longer be any question of ignorance.

The OP needs to give them chance to get it right themselves first, though.

brum1968

Thanks for the reply I am running out of patience and I feel that this bank just dont care, I would have thought when a customer goes into one of there branches twice and provides documentation and payment had still not been made some six weeks after acceptance letter, there seems to be a lalck of communication at Hsbc at the very least. Phone calls to the ppi department get me nowhere they show little interest and just generally fob me off.

magpiecottage

In that case I suggest you e-mail the MD (with a copy to the regulatoras follows


FORMAL COMPLAINT AGAINST THE COMPLAINTS DEPARTMENT OF HSBC

Dear Sir

On [date] I was asked to provide proof of identification in respect of my Payment Protection Insurance Complaint which has been upheld.

I provided this at your [name] branch and certified copies were forwarded to your complaints team.

On [date] they asked for it again so I again visited the branch and it was again forwarded.

On [date] your PPI complaints department asked for it again.

I therefore wiah to make a further formal complaint against your complaints team itself management that it has put me to unnecessary inconvenience and trouble as a result of its incompetence.

I put it to you that it is your responsibility to ensure that your business is run by staff who are competent for the tasks allocated to them and that you have failed to discharge that responsibility.

Unless this matter is resolved to my satisfaction within seven days I will take it to the Financial Ombudsman Service and report the matter to the Financial Conduct Authority.



If you make those threats, then if they do not respond be sure to carry them out!

brum1968

Thank you i called them again and was fobbed off .
They are saying payment should be made by august 4th, i think this is pretty unreasonable as the signed off acceptance was sentoff on june 21st. I wouldnt trust them to make that date. I do find their staff unhelpful and frustrating .

termie

Thank you to everyone for some great advice, I'll go to my local hsbc when I'm off on Monday and see what they say.

Ironically I don't remember providing id when I opened the account

brum1968 I hope you get sorted too.

magpiecottage

brum1968 wrote: »

Thank you i called them again and was fobbed off .
They are saying payment should be made by august 4th, i think this is pretty unreasonable as the signed off acceptance was sentoff on june 21st. I wouldnt trust them to make that date. I do find their staff unhelpful and frustrating .

Send the e-mail anyway. Say that if payment is not received by 4 August (a week next Tuesday) then you will refer the matter to FOS.