Don't know my account details?

Stearnag

I've been paying PPI with LLoyds TSB (TSB before that) since maybe 1992 so in that time I've had 3 credit card numbers and I've no idea of dates. Some time back I did a big clear out and the paperwork went in the bin.

Anyhow, I filled out their PPI online form and they've written to me saying I've 2 weeks to respond, they enclosed a rather large document they wanted filled out and, of course, it asks for the card numbers and the dates. They ask me to photocopy this document and return a copy for each "account" which I presume to mean card. Clearly, in part, this is a diversionary tactic as folks like myself who simply don't do paperwork are completely put off by this. On the other hand I can see no way to get this info as at least 2 of the cards are no longer valid.

As we are looking at maybe 25 years of charges here it is worth my while chasing this up but I've no idea how to progress and I really don't cope well with paperwork. In the first instance am I actually limited to 2 weeks to return the forms they sent me or is this just something you've made up to add complexity to the process? Secondly how can I get the account/date info or is it valid to return the forms just indicating that the claim relates to the credit cards I've had?

Clearly Lloyds TSB know the card numbers as a "starred out" version of the three numbers, with only the last 4 digits in the clear, are on the letter they sent to me so the purpose of this exercise isn't to provide them with info but, rather, to see if I know the info. My father started a similar claim with RBS and on the back of the letter they sent him they included a list of the account numbers, dates, and even what they thought they owed him so clearly this made his claim much easier.

I'd be grateful for any info as I'm completely at sea with stuff like this :-)

[Deleted User]

Stearnag wrote: »

I this is a diversionary tactic as folks like myself who simply don't do paperwork are completely put off by this.

A "diversionary" tactic? Hardly, it's asking you to provide the vital information they (and you) require in order to progress any complaint.

Stearnag wrote: »

Clearly Lloyds TSB know the card numbers as a "starred out" version of the three numbers, with only the last 4 digits in the clear, are on the letter they sent to me so the purpose of this exercise isn't to provide them with info but, rather, to see if I know the info.

No, it isn't. It is quite acceptable to put "don't know" for any question you don't know. Otherwise, you could do some actual research prior to making your complaint. Send a Subject Access Request (SAR) letter which will (for a £10 fee) furnish you with all factual information you need.

Stearnag wrote: »

My father started a similar claim with RBS and on the back of the letter they sent him they included a list of the account numbers, dates, and even what they thought they owed him so clearly this made his claim much easier.

That was a different Bank. However, they won't have told him that he was "owed" anything.


Clearly, the Bank already know the account number(s), so cease stressing about those and concentrate on making a valid and compelling complaint.

What exactly is your complaint?

Stearnag

Moneyineptitude wrote: »

A "diversionary" tactic? Hardly, it's asking you to provide the vital information they (and you) require in order to progress any complaint.

No, it isn't. It is quite acceptable to put "don't know" for any question you don't know. Otherwise, you could do some actual research prior to making your complaint. Send a Subject Access Request (SAR) letter which will (for a £10 fee) furnish you with all factual information you need.

And this lies at the crux of my current problem which is that they've given me 2 weeks to reply and they hold the information for which I would need a SAR, and have 40 days to fulfill such a request. So in the first instance I need to know if the "2 week" thing is binding in any way, if not then I can do further research. If the 2 week thing is binding then my only choice may be to return the paperwork indicating that I don't know dates and card numbers. Now, it is clear from their letter to me that they DO know these card numbers (as they printed them with the first 12 digits starred out) so they don't need me to fill in this info to further my complaint so demanding that I tell them what the numbers are in a very limited time frame can be nothing other than diversionary.

[Deleted User]

Stearnag wrote: »

I need to know if the "2 week" thing is binding in any way, if not then I can do further research.

As I said above, you don't need to do research simply to be able to fill in account numbers. As to the two week period you have been given in which to return the complaint form, the Ombudsman would take a dim view if the Bank actually held you to that.

Stearnag wrote: »

my only choice may be to return the paperwork indicating that I don't know dates and card numbers.

Yes, I agree that would be wise, since you are already aware that the Bank know the account numbers that you are referring to.

Stearnag wrote: »

demanding that I tell them what the numbers are in a very limited time frame can be nothing other than diversionary.

They are not "demanding" the account numbers.

It is you alone who are allowing yourself to be "diverted" from the most important and essential part of the form you need to complete; your complaint reasons.

Do you have any complaint reasons?

Stearnag

Just to report that, as discussed, I submitted the paperwork indicating that the accounts concerned were "as detailed in the letter sent to me" where they had included the last 4 digits but starred out the full numbers, I didn't know the older account numbers. I also didn't know the dates the PPI began and so indicated an approximate year. Basically, to recap, I knew I paid PPI but any docs etc. would be going back 25 - 30 years now and I'd long since dumped them.

Anyhow, I got a letter today informing me that I had been successful and the amount they are going to pay was just £4 more than what I'd guessed I was due.

So, if I'd been diverted by the "you must reply in 2 weeks" and the "please supply account numbers and dates" then I might have failed in my quest so that might be useful info for someone.

rq9292

Do you think they should leave the complaint open on their systems forever in case you reply at some point? The 2 weeks is plenty of time for you to reply and is so they don't have thousands of complaints that are showing as open but nothing is happening.

The questionnaire is the same thing that some people print off themselves and send their initial complaint on and the account numbers would be a pretty essential thing to. It isn't to "divert" you like your conspiracy theory suggests.

Stearnag

I didn't have my account numbers, and still don't know them. There was also other requested info that I didn't have. I could have completed a SAR to get all, or some, of this info but the bank have 40 days to reply to this. They asserted that I had only 14 days to reply to their request for information. This certainly diverted me from the fundamentals of my claim process.

It is, therefore, useful for others finding themselves in a similar position to be aware that I took longer than the allocated 14 days, that I didn't have all the info requested, and that I was successful.

[Deleted User]

Stearnag wrote: »

It is, therefore, useful for others finding themselves in a similar position to be aware that I took longer than the allocated 14 days, that I didn't have all the info requested, and that I was successful.

..Just as I told you at post#2 and post #4.. There was never any doubt that the Bank already had the account numbers and that no "diversionary tactics" were in play.

Happy Christmas. Enjoy your redress.