Bank saying letter sent three years ago and now we can't claim PPI

Hampshiremum2014

We contacted a bank who confirmed we had PPI but would not investigate our claim as they said they wrote to us three years ago to let us know we had PPI and we didn't respond. We were in the middle of moving and never received this letter. We called to let then know this and received another letter asking for new address. Had to make three separate phone calls to confirm new address and now received another letter saying it still stands and they are rejecting it because we didn't respond three years ago. Has anyone else had this?

-taff

If you did move before the date of the letter send your complaint to the FOS who should be able to overturn the timebar. If you moved after the letter was sent, the timebar will stand.