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Vanquis refusing reypayment option plan refund due to “fraud”
Bluebelle01
Posts: 8 Forumite
Last year I’d read about vanquis having to refund the Repayment option plan. I’d paid off and cancelled my card around 9/10 years ago. So I rang to see if I would be due a refund. I’d none of the details of the card as it was so long ago. They found my old account and updated my address so that if I was due a refund the cheque could be issued. They said it could take around 6 months.
I forgot all about it until yesterday. I rang for an update and they took my number and said someone would call me back.
They called back today and explained I had been excluded from the refund as there was fraud on my account!!!!!! I have absolutely no idea what this could be?
The lady on the phone said she did not know and they would have to investigate and get back to me? Surely there would have been some sort of note on the system to say exactly what the “fraud” was?
In around 2012 I made a complaint that I had been missold this repayment option plan. They got back to me with something along the lines of it wasn’t PPI and not covered by that legislation, and that they’d listened to my application phone call and it was missold. So I never pursed it. I asked her why the “fraud” had not been brought up at that stage and she didn’t know.
I told her I was keen to take it further as I so shocked that they are accusing me of fraud? I didn’t know if I’d need a FOI or a SAR request. She asked me what details I wanted. I just said everything they used to make a decision that there was fraud on my account and any details they have on me. She said she would request to have this sent to me. But after the call I also thought that was weird as I thought I’d have to pay or at the least put a request in writing.
Has this happened to anyone else?
I forgot all about it until yesterday. I rang for an update and they took my number and said someone would call me back.
They called back today and explained I had been excluded from the refund as there was fraud on my account!!!!!! I have absolutely no idea what this could be?
The lady on the phone said she did not know and they would have to investigate and get back to me? Surely there would have been some sort of note on the system to say exactly what the “fraud” was?
In around 2012 I made a complaint that I had been missold this repayment option plan. They got back to me with something along the lines of it wasn’t PPI and not covered by that legislation, and that they’d listened to my application phone call and it was missold. So I never pursed it. I asked her why the “fraud” had not been brought up at that stage and she didn’t know.
I told her I was keen to take it further as I so shocked that they are accusing me of fraud? I didn’t know if I’d need a FOI or a SAR request. She asked me what details I wanted. I just said everything they used to make a decision that there was fraud on my account and any details they have on me. She said she would request to have this sent to me. But after the call I also thought that was weird as I thought I’d have to pay or at the least put a request in writing.
Has this happened to anyone else?
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Comments
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Bluebelle01 wrote: »
Has this happened to anyone else?
It doesn't matter if it has or not.
You no longer need to pay for a SAR, so read everything they send you. It may not reveal much ,as if they believe it is first party fraud, they won't tip you off.
Submit a SAR to CIFAS - see if anything has been registered there.0 -
I was just wondering if it had happened to anyone else...as I haven’t committed any fraud. I don’t even know what type of fraud they mean. I’m disgusted0
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It doesn't matter. Every fraud case is unique.
Save your disgust for another day. Read what they send you and try to establish the fact of YOUR case.0 -
You complained in 2012, they will probably time bar you from complaining about this package again
Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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Thanks. I know every case is different, just find it surprising I’ve had no correspondence from them regarding an alleged fraud, either in 2012 or now 2019 when I tried to chase this potential refund up.
This isn’t a new complaint I made Nasqueron. I don’t see how it can be time barred when they have been ordered by a court case to pay out to over a million people. This refund was supposed to be automatic, however as my account was closed, I contacted them in order to update my details so that if a refund was due they had my address.0 -
Bluebelle01 wrote: »This isn’t a new complaint I made Nasqueron. I don’t see how it can be time barred when they have been ordered by a court case to pay out to over a million people. This refund was supposed to be automatic, however as my account was closed, I contacted them in order to update my details so that if a refund was due they had my address.
You complained in 2012 and didn't follow it up.
You missed:
6 month deadline to FOS
3 years after knowing you had a reason to complain
6 years after taking out the product
So yes, clearly time barred.
What court case ordered 1m people to be refunded?Sam Vimes' Boots Theory of Socioeconomic Unfairness:
People are rich because they spend less money. A poor man buys $10 boots that last a season or two before he's walking in wet shoes and has to buy another pair. A rich man buys $50 boots that are made better and give him 10 years of dry feet. The poor man has spent $100 over those 10 years and still has wet feet.
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I don’t think new members can post links, but if you google “vanquis repayment option plan” the details will come up. There’s information about it in vanquis website as well. It was after an investigation by the finance conduct agency, so I’m not sure if that’s the same as a court case? Anyway they agreed to refund all customers who had the plan from 2003 any interest charged because of the ROP as they were not clear about it.0
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Nasqueron just checking, the 6mo deadline to FOS...: I agree the 2012 issue was I comlaint I made that I never chased up.
However me chasing up the agreement to refund interest paid on repayment option plan after the FCA investigation was not a complaint..... it’s something Vanquis agreed to do for over 1M customers and stated they would do so automaticallly. Their website advised to contact them with new address details. Which I did so. It was only today when I chased the refund up this whole fraud thing was mentioned.
Vanquis have never informed me of the decision to exclude me from the refunds programme, they say the decision was made in January 2019, however I never received any correspondence from them ie letter. I asked the lady today was anything sent to me regarding this decision and she didn’t know.0 -
You need to give up on this.
The frontline staff won't know why your account has a "fraud" marker, but even if you discover why this is, you certainly won't be getting a refund..0 -
Moneyineptitude.... “even if you find out why this is” is it unreasonable for me to ask why they have a fraud marker on my account?
Why will I “certainly not be getting a refund”? Have you read up on the FCA investigation?0
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