Reclaimed packaged Bank Account Charges

edited 30 November -1 at 1:00AM in Reclaim Bank & Credit Card Charges
90 replies 24.4K views
1234579

Replies

  • archersluckarchersluck Forumite
    624 Posts
    ✭✭
    I've just had a reply from Natwest saying they can't help as they have no evidence I held the account in their records. I had it until 2012 so not donkeys years ago. I also did a SAR to get the statements and all of these were provided by Natwest, I attached them all to the claim on resolver...
    Do I need to escalate this now or maybe they just missed the statements?

    Saving for a deposit: £11,621.15
    20/25lbs
  • dunstonhdunstonh Forumite
    107.3K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ✭✭✭✭✭✭
    I've just had a reply from Natwest saying they can't help as they have no evidence I held the account in their records. I had it until 2012 so not donkeys years ago. I also did a SAR to get the statements and all of these were provided by Natwest, I attached them all to the claim on resolver...
    Do I need to escalate this now or maybe they just missed the statements?

    Go back to them providing the statements and highlight the packaged account payment on several of them. However, do be aware that closure of account is normally sufficient to allow them to apply the 3/6 year timebar.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • archersluckarchersluck Forumite
    624 Posts
    ✭✭
    dunstonh wrote: »
    Go back to them providing the statements and highlight the packaged account payment on several of them. However, do be aware that closure of account is normally sufficient to allow them to apply the 3/6 year timebar.

    Thanks, I've done that now. Didn't know about a 3 year bar so will keep fingers crossed

    Saving for a deposit: £11,621.15
    20/25lbs
  • dunstonhdunstonh Forumite
    107.3K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ✭✭✭✭✭✭
    Thanks, I've done that now. Didn't know about a 3 year bar so will keep fingers crossed

    The 3/6 year rule is a combined rule. You can be timebarred from complaint if you took the product out more than 6 years ago and it is more than 3 years from being reasonably aware of an issue. Both periods need to be met to allow the timebar to be applied. Some banks use the timebar more proactively than others. Some are a bit scattergun and use it with some people but not others, even when they could.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • Approx 6 month ago I contacted Lloyds bank regarding bank charges for packaged bank accounts I had held with them for in excess of 20yrs, been with them for 50 plus years before being transferred across to tsb, now with Halifax. I was given a dedicated fella who looked into my accounts and complaint after some research he found my accounts and charges etc.I already had all the info as the manager at tsb branch I had gone to originally still had access to the Lloyds transfer customers details on his computer and was more than happy to confirm it al to me before pointing me in Lloyds direction.
    After much messing me about not returning calls, not making telephone appointments he had requested, not responding to letters about the matter I finally got to speak to the fella to be informed that as I had used the breakdown cover twice over the time I was not eligible to reclaim although in evidence I had supplied the managers name, branch, meeting dates in which I was informed by aforementioned manager that I had to take out the accounts otherwise I would not be eligable for overdrafts, better rates, loans, morgatges etc of which I had a lot of during my time with the bank, and that was the basis of my complaint,I felt I was misled into the account in the first place, it would have obv been cheaper for me to take out my own car breakdown over the years and it was probably 15 years from the start before I ever claimed at all.
    I requested that my dedicated handler wrote to me with his decision and reasons as to why he believed I was wrong to complain but alas I have waited a few month and still no response even after a further request for it was made. Obv I have detailed records of all the contact between us including recorded telephone conversations as per our telephone appointments, but I just cannot get a response in writing from him.
    I have given up on him now and think I should just go straight to the F.O am I correct or jumping the gun, I have been very patient and pleasant to no avail.
  • dunstonhdunstonh Forumite
    107.3K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ✭✭✭✭✭✭
    it would have obv been cheaper for me to take out my own car breakdown over the years and it was probably 15 years from the start before I ever claimed at all.

    Actually, its not that obvious. Many packaged accounts are cheaper. However, if you wanted that facility, you were free to buy it direct and cancel the PBA at any time.
    I have given up on him now and think I should just go straight to the F.O am I correct or jumping the gun

    The FOS only uphold around 1 in 10 PBA complaints. So, don't be in a hurry to go to the FOS.

    Also, did this all get handled as a complaint or an enquiry? A complaint would see you receive a written letter confirming their undertanding of your complaint, information on how the complaint is handled and a leaflet about the FOS and what happens next.

    A complaint is always closed in writing whether its a rejection or an uphold. You may wish to check a) it was a complaint and b) the letter may have been issued but not received by you.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • Thankyou for your views and information I shall look into the points highlighted in your reply and closely the enquiry/complaints part as I am certain that I had informed Lloyd’s that my contact was in fact a complaint regarding the fact I had been told on more than one meeting with bank managers( I am now in my early seventies and still remember the meetings as if yesterday)that the only way I could gain access to certain interest rates loans etc was if I took the packaged accounts out this, goes back to the initiation of their very first packaged accounts also never asked to upgrade/downgrade or change to any of their different ones available, Lloyd’s just took it upon themselves although I do believe that in cases it was when they made a certain one obsolete thus moving me on. I will update and thankyou for the help
  • edited 22 November 2017 at 1:02AM
    Mersey_2Mersey_2 Forumite
    1.7K Posts
    edited 22 November 2017 at 1:02AM
    Approx 6 month ago I contacted Lloyds bank regarding bank charges for packaged bank accounts I had held with them for in excess of 20yrs,


    I was given a dedicated fella who looked into my accounts and complaint after some research he found my accounts and charges etc.



    in which I was informed by aforementioned manager that I had to take out the accounts otherwise I would not be eligable for overdrafts, better rates, loans, morgatges etc of which I had a lot of during my time with the bank, and that was the basis of my complaint,I felt I was misled into the account in the first place,


    I have given up on him now and think I should just go straight to the F.O am I correct or jumping the gun, I have been very patient and pleasant to no avail.



    Yes, that's a valid reason to believe you were mis-sold the packaged bank account. [The bank may claim your are time barred, as you only have 6 years to pursue civil claims]


    You only have 6 months from the bank's final response in which to refer the matter to the FOS. You can do this online.


    Of referrals to the Ombudsman, 19% re packaged bank accounts succeeded in the year April 2016 - March 2017.


    Indeed, 44% complaints about banks succeed, rising to 48% where a complaint is regarding the advice received.


    [This compares with a 20% success rate re solicitors and 36% re IFAs and a 13% success rate re advice from building societies]
    Please be polite to OPs and remember this is a site for Claimants and Appellants to seek redress against their bank, ex-boss or retailer. If they wanted morality or the view of the IoD or Bank they'd ask them.
  • Mersey_2Mersey_2 Forumite
    1.7K Posts
    BrummyGit wrote: »
    I've just been invited by Lloyds to have my historic case reassessed. I was rejected previously because I'd used some of the included benefits, (breakdown cover for my wife's car).

    My argument at the time was that I didn't have a choice of whether I wanted the benefits as I was told I needed the account in order to have certain credit facilities available


    when I was being forced to have a more comprehensive product that I'd had no opportunity to select on the basis of it matching my requirements.


    I also had a company car and company phone for that period so didn't need all of the cover being provided. I had registered my kids phones, again because I was forced to have a product I thought I might as well register for



    Yes, they are both valid heads of claim and good reasons to believe you were mis-sold the packaged bank account ie you didn't want or need it.


    If the bank re-pay your PBA fees, they usually just deduct the value of any benefits used from any redress.
    Please be polite to OPs and remember this is a site for Claimants and Appellants to seek redress against their bank, ex-boss or retailer. If they wanted morality or the view of the IoD or Bank they'd ask them.
  • dunstonhdunstonh Forumite
    107.3K Posts
    Part of the Furniture 10,000 Posts Name Dropper Combo Breaker
    ✭✭✭✭✭✭
    Anyway, the upshot was that Cambridge Building Society said they would not look into because the mortgage was redeemed and closed back on 2 September 2009 and more than seven years had passed so they didn't have the paperwork. There letter was dated 19 November 2015 - I make this less than seven years. I was told by the company dealing with it and the FO that I couldn't do anything about it.

    They are not saying they destroy the data after 7 years. Just that is was 7 years ago and that they dont have the data. Chances are they destroyed it in year 5 or 6. However, destruction dates are not cast in stone.
    does anyone know if it is worth me raising this seven year business with them as I feel they shouldn't have been allowed to get away with that as they were going against their own rules.

    What rules are you referring to?

    BTW, this thread is on packaged bank accounts. Your comments are about PPI. You may wish to ask in the appropriate place.
    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
Sign In or Register to comment.
Latest MSE News and Guides

Covid test firms form self-regulating body

A bid to tackle poor service concerns

MSE News

Cheap home insurance

Grab 100+ quotes & cashback

MSE Guides