HSBC Follow Up Call?

MaximumFish

Hey all,

I put in a PPI claim to HSBC about a month ago after they sent me a letter and questionnaire which said I'd been flagged as having a possible case. I didn't remember having a loan or credit with them but I figured I'd fill it out and send it in anyway, as I had nothing to lose.

Today, however, they've called me up to ask some follow up questions, but (thankfully) I was working at the time and unable to spare the 10-15 minutes she asked for, so she's scheduled to call back tonight. After a quick Google search I came across this thread, which is basically my exact situation:

http://www.consumeractiongroup.co.uk/forum/showthread.php?407562-Active-HSBC-PPI-Claim-Should-I-speak-to-them

Of course there was never any follow up as to what happened but, like the poster in the other thread, I'm also suspicious that they're only calling to try and trip me up with loaded questions in order to reduce or invalidate my claim.

Should I be taking this call tonight or should I just ask them to provide all questions in writing as per the other thread?

Much thanks for any advice!

Mike

Nearlyold

The questions they ask you are more or less the same questions that are on the FOS PPI questionnaire.


Surely if you gave accurate information in your complaint and answer any phone questions truthfully they can't really "trip you up". As far as I am aware banks have not been training complaints handlers in KGB interrogation techniques! What would a loaded question be anyway? I suppose if you told them in your complaint you get 12 months full pay if off sick from your employer but then tell them you don't get sick pay at all in the telephone call you might have a problem, but can't see what loaded question would trip you up into saying this if its not true.

McKneff

What the previous poster said is exactly what you should do..

MaximumFish

Thanks for that. I was just worried that as I don't recall the specific circumstances of taking out the loan or card then they might have tried to word a question in such a way as to make the answer sound like I wanted PPI and/or it would've been useful. What I do at least know is that I always refused such things when they were offered to me, so there's that.

Nearlyold

MaximumFish wrote: »

Thanks for that. I was just worried that as I don't recall the specific circumstances of taking out the loan or card then they might have tried to word a question in such a way as to make the answer sound like I wanted PPI and/or it would've been useful. What I do at least know is that I always refused such things when they were offered to me, so there's that.

A lot of the questions will be around eligibility, suitability & affordability e.g. your employment status, sick pay, savings or other means of covering your loan card payments etc. Plus your recollections of being sold/taking out PPI and why you believe it was miss sold

Insider101

MaximumFish wrote: »

Thanks for that. I was just worried that as I don't recall the specific circumstances of taking out the loan or card then they might have tried to word a question in such a way as to make the answer sound like I wanted PPI and/or it would've been useful. What I do at least know is that I always refused such things when they were offered to me, so there's that.

I suggest you just say that then. It's not a particularly strong case as I have seen any number of people swear blind on the same point, only for a signed agreement or call recording to turn up confirming that they took it willingly and have either simply forgotten or (insert less charitable accusation). Still as long as you are truthful and sound sincere they may find in your favour.

As regards Consumer Action Group you should pay no attention whatsoever to anything you hear on that forum. It is run by a load of rabble rousing barroom lawyers who don't have any real knowledge on anything and frequently demonstrate the fact. Quite simply put, it is part of good complaint handling that you contact the customer to discuss their concerns. If you complained to, say, your utility companies over a billing issue you would no doubt appreciate the same and it's no different with PPI. If you are genuinely dissatisfied and feel you've been wronged then you would expect that you would be only too ready to tell your story. If it is the truth then there is nobody who can trip you up. Refusing to speak to them just looks like you've got something to hide and in a situation where the judgement is likely to come down to balance of credibility, appearing honest is paramount.

The idea suggested on that link comes from the popular but mistaken idea propagated on that site that you are entitled automatically to money just because you have made an allegation and they have to try and find excuses not to pay out. That is not the way it works. The burden of proof is on you as the party alleging wrongdoing and therefore if you want them to entertain the idea of paying you redress when you don't have any concrete evidence to support your position, you need to appear credible.