PPI Claim Rejected, then refunded, then reversed

dunstonh

Thanks for the further replies. To answer the question, no I did not use any template. The information I provided was all genuine and my own thoughts. I did not know there were templates or help resources when I filed my complaint. I strongly believe PPI was added without my consent. I do have the original application form on which I stated that I did not want PPI. I sent this to the Ombudsman. Capital One claimed that I must have asked for it to be added to my account by phone but they were not able to provide any record of the phone call or any evidence of the supposed conversation.

Most Cap One PPI is added after application. Typically over the phone.

The letter from the Ombudsman did not acknowledge that I implicitly declined PPI and that due to my circumstances I would not have needed such insurance.

You declined at point of sale but as Cap One say it was added post sale, your original decline means nothing.

Their decision came back in just a few days so they certainly can't have spent much time looking into the case, despite initially telling me that it would take months because of a huge backlog.

The FOS have the Cap One sales process for the various periods on their records. Your complaint reason doesnt appear to be a strong one. So, not much time is needed.

Mark381

Hi,


Yes, so basically, Cap One call you up after you decline PPI during the application and hassle you, pressure you and manipulate you to take out PPI, believing it is mandatory in your situation. Then a decade and several thousand pounds later when you learn that it was never a requirement to have PPI and you try to get that money back, they tell you your case is not valid and you're not getting that money back. An independent organisation is established to attempt to make things fair and they side with the bankers. Good old banks! What a lovely bunch of people. Everyone knows now that PPI and how it was pushed onto millions of people was a big scam.


Oh well, upwards and onwards as they say. Cap One have lost multiple customers as my family are closing our accounts and moving elsewhere. That's the only "karma" I can squeeze out of this situation. And I will enjoy explaining to them just why we are closing our accounts. Thanks again to everyone for your help. You're brill!

Mark381

-taff wrote: »

And you can't implicitly decline it. You explicitly decline it.

Yes I meant explicitly.

dunstonh

Yes, so basically, Cap One call you up after you decline PPI during the application and hassle you, pressure you and manipulate you to take out PPI, believing it is mandatory in your situation.

They certainly use a sales process on you. However, they cannot manipulate you into believing it is mandatory as you already have the card and credit limit in place before they make that call. So, you know its not mandatory.

Then a decade and several thousand pounds later when you learn that it was never a requirement to have PPI and you try to get that money back, they tell you your case is not valid and you're not getting that money back.

They look at your complaint and the available evidence and if there is evidence that points towards a wrongdoing, they uphold it. If there is no evidence that points towards a wrongdoing, they reject (apart from auto-payouts which just pay out without even looking at the complaint - typically smaller value cases).

An independent organisation is established to attempt to make things fair and they side with the bankers. Good old banks!

They are an independent arbiter of complaints. They look at both sides and analyse the evidence available. Much the same as a court of law but slightly consumer biased.

. Everyone knows now that PPI and how it was pushed onto millions of people was a big scam.

What about all the people that have benefited from PPI?
Why is PPI still available today to buy if its bad?
Dont mix up product with sales process.

Cap One have lost multiple customers as my family are closing our accounts and moving elsewhere.

And have probably signed up hundreds in the same time it took for your family to end their relationships. And realistically, your family probably have little or no cap one accounts. However, it is the only weapon you have if you feel aggrieved. If more did it, then it would matter. Most wont though.

Mark381

Here's an update: In a bizarre new twist I have just been told by Cap One that a refund is on its way to me in the form of a cheque by post. So they denied my claim, then the Ombudsman denied it, then they refunded me via a credit on my account, then they reversed that credit and now they have sent me a cheque.

Mark381

dunstonh wrote: »

Why is PPI still available today to buy if its bad?
Dont mix up product with sales process.
.

Out of interest, do you work in finance? Cap One no longer offer PPI since this whole PPI thing was exposed. That says enough. And I didn't mix up product with sales process.

Mark381

dunstonh wrote: »

And have probably signed up hundreds in the same time it took for your family to end their relationships. And realistically, your family probably have little or no cap one accounts.

Yes probably hundreds, maybe thousands. And your point is that I'm just a small fry to them, which is accurate. But my point was that by closing our accounts they would be losing out on several thousand pounds in interest over the next 5 or 10 years. If a company is deceitful to me or wrongs me, I vote with my wallet and take my business elsewhere. Interestingly though, they have now issued a PPI refund.

[Deleted User]

Mark381 wrote: »

Cap One no longer offer PPI since this whole PPI thing was exposed. That says enough. And I didn't mix up product with sales process.

Financial institutions no longer offer PPI on loans and credit cards because of the whole mis-selling scandal, not because of the product. PPI is still retailed on mortgages, obviously with a much tighter control on the sales process.

You should also note that your PPI refund will not have been because of your claim that it was added without your consent or knowledge. That allegation is a myth sponsored by claim companies to entice people to sign up with them.

How much did you receive back? If a small amount, the Bank could even have refunded without any investigation..

Stevek668a

Hi Mark
This may already have been solved but the same happened on my cap one card although I’m still waiting for the refund. It’s a refund through the placing ruling rather than ppi misselling. I’m not sure if the ins outs but something to do with cap one making a silly amount of commission on your ppi (someone else on here might be able to give better information).

Hope you got a decent refund!

Stevek668a

Plevin ruling. Damn spellcheck!