Bank refusing to give me refund

malkybck

Hi folks,

Looking for a bit of advice as im not entirely sure where i stand with this. I originally made a small successful PPI claim in 2017 and received the money back no problem at all. However, as i am terrible at keeping track of my statements i never realised that after the claim they have actually continued to charge me PPI!

I told them in my original claim that it was something i had never agreed to and didn't want it, i took the card out when still very young and i remember the day quite well, i was just told what to sign and not told anything about any charges.

So a few weeks ago i made a phone call to them asking for another refund, i explained everything that had happened and the person on the phone actually seemed quite sympathetic about the situation and seemed confident it would be resolved.

However last week i received a multiple page letter from them telling me they would not be refunding me. They say in this letter that when they investigated the original case in 2017 they did not agree that PPI was mis sold, however did agree an unfair relationship was created. They say they sent me a letter at the time telling me the policy would remain open and that i would have to contact them to cancel it as they can not cancel it without my instruction. (I have no recollection of this). Even if they did send this, i told them when making the claim i didn't want the PPI on my account so surely that's enough for it to have been cancelled?

This seems really sneaky from them but im not really sure where i stand with this so hopefully someone can help me out here, any help will be greatly appreciated.

It is Bank of Scotland i am dealing with by the way.

Thanks in advance

Nasqueron

You were not given a refund for miss-selling, you were given a Plevin refund. You should have referred the case to the FOS within 6 months of the letter if you feel it was miss-sold.


You can complain to the bank formally about them not cancelling the policy (which your complaint should have triggered) and see what they say. I am amazed they still left PPI on there though.

dunstonh

However last week i received a multiple page letter from them telling me they would not be refunding me. They say in this letter that when they investigated the original case in 2017 they did not agree that PPI was mis sold, however did agree an unfair relationship was created. T

This means your complaint was actually rejected. All rejected complaints are reviewed under plevin (unfair relationship) and the redress paid was due to that.

This seems really sneaky from them but im not really sure where i stand with this so hopefully someone can help me out here, any help will be greatly appreciated.

Did you actually state that you wanted it cancelled?
You can raise a new complaint that they never cancelled it but unless you actually said you wanted it cancelled, then you would be reliant on goodwill.

There are people who complain about PPI but dont actually want it cancelled. Bizarre as that may sound.