Mbna plevin

ossiejohn

I received a letter from MBNA asking if following the previous rejection on a credit card PPI claim I would like to make a further complaint (post Plevin)
I phoned the number provided and was informed by a very helpful lady that my account had been identified as now valid for a claim as over the 50% commission and to fill in the claim form.
This was duly done and after a week I phoned to confirm they had received the letter.

Now the down side - it would appear that it takes them 10 working days to record a claim and up to a further 57 working days to process (regulator approved I am told)

I expressed some dismay on timescales but was told they got thousands of letters (maybe they should not have miss sold in the first place)

So after all this time they still have the bare minimum staff and processes to fulfill regulator guidelines and don't seem to have learnt a thing about service and remorse.

Just to further frustrate me I was then told I had only got the letter as rejected first time (not that I understood the reasoning then)

ah well I won't hold my breath

[Deleted User]

ossiejohn wrote: »

I expressed some dismay on timescales but was told they got thousands of letters (maybe they should not have miss sold in the first place

To be fair, they wrote to you in the first place so I think your "dismay" at timescales is a little misplaced.

Remember also that you will only receive a refund of commission over 50%, it's not a full refund of the PPI.

Incidentally, your PPI was adjudged not mis-sold, Plevin refunds only apply to rejected complaints.

dunstonh

I expressed some dismay on timescales but was told they got thousands of letters (maybe they should not have miss sold in the first place)

They did not missell yours. Your complaint was rejected. Plevin is not a missell complaint. It's a technicality. A nice one but not a missell.

So after all this time they still have the bare minimum staff and processes to fulfill regulator guidelines and don't seem to have learnt a thing about service and remorse.

The plevin ruling outcome has only recently been set by the FCA after nearly 18 months consultation. They have had to put all rejections on hold pending the plevin ruling. So, there is obviously going to be a short term backlog.

ossiejohn

Having worked in very busy commercial companies all my working life, both pre and post computers I assure you we opened mail every day and logged day of receipt etc etc.

My beef is that it does not take 10 days to open a letter than MBNA requested to be sent and the 57 days quoted was based on F.C.A. requirements NOT what could be achieved if there was sufficient desire, staffing and processes . The number of letters received should not be a surprise and most certainly should not be used as an excuse for delay.

But hey just my humble thought as I am only a customer

dunstonh

And when you employ all those people and train them up, what do you do with them after the backlog is cleared?

But hey just my humble thought as I am only a customer

But obviously not a business person/manager.

ossiejohn

Actually a retired CEO who worked in different sectors across three continents and was able to retire at 52, so had a reasonable degree of success and experience

But hey again who cares

I was just trying to make a point on timescales and customer service

As a customer were my expectations met or exceeded?

Alas no

-taff

You don't know what the backlog on complaints is, so expecting them to log and process in one day is too hopeful.

Every plevin complaint will see them generating mail to send to customers who have been rejected, so I expect the very small team dealing with that won't be very quick

ossiejohn

My apologies for the confusion

I was hoping for MBNA to be able to register the complaint in under 10 days , not to be able to process the claim.

I would hope that they have sufficiently staffed and set up easy enough processes by now in the whole PPI saga to be able to achieve this.

My other point was that I was told by MBNA representative today that they had effectively staffed themselves to meet the FCA 57 day target seemingly regardless of the number of complaints received.

But if targets are exceeded I will be the first to hold my hand up and thank them

Gig1968

I complained about plevin on a previous ppi rejection on mbna. This was over six weeks ago. First reply today saying sorry for delay and I would get a response within 28 more days. Is this outside the eight week scenario. Furthermore any further comments on mbna plevin?

[Deleted User]

Banks are currently swamped with Plevin complaints, so it's hardly surprising they are struggling to adhere to the eight week response timescale.

You could refer your complaint to the Ombudsman, but it's difficult to see how that might speed things up for you...