Bank says investigation took place in 2012 regarding our PPI enquires ... but we have no recollecti

topoftherock

Hi guys, I’m helping my mother with her PPI complaints, and in one scenario, a bank is saying that an investigation took place in 2012 (as a result of her enquiry) regarding 5 loans and they found no PPI. My mother has no recollection of this, however, they have sent apparent “final response” letters from 2012 which say they conducted a search and found no PPI (because my mother chose to opt out of having PPI). I’ve asked them to send evidence of my mother’s apparent 2012 enquiry (e.g her letter) but not heard anything back. What do you think? Should we believe them? P.S what makes it strange, is that when we phoned up earlier this month asking about PPI on her several loans , they didn’t initially mention the previous 5 loans (even though I told them my mother had several loans with them going back to the late 80s). They only mentioned that they are currently investigating one loan from 2004-2007. It was only when I phoned again, they told me about the previous 5 loans! (And then I asked to send me evidence of this). In total I phoned up 3 times, and each customer service representative was holding back certain information e.g one said they didn’t know the loan amount, another said it was for £8,000, another said they didn’t know when the 2004 loan ended. Now this is where I’m confused .... if they did carry out an investigation into 5 loans in 2012, why didn’t they include the 2004-2007 loan? Things don’t add up to me, and I feel something fishy is going on.

SonOf

My mother has no recollection of this, however, they have sent apparent “final response” letters from 2012 which say they conducted a search and found no PPI (because my mother chose to opt out of having PPI).

Most people never bought PPI. So, that is not unexpected.

I’ve asked them to send evidence of my mother’s apparent 2012 enquiry (e.g her letter) but not heard anything back. What do you think? Should we believe them?

It doesnt matter. If she didn't have PPI, then what is there to complain about?

Should we believe them?

Any reason why you shouldnt?

P.S what makes it strange, is that when we phoned up earlier this month asking about PPI on her several loans , they didn’t initially mention the previous 5 loans (even though I told them my mother had several loans with them going back to the late 80s).

The telephone staff do not have access to the full range of information.

and I feel something fishy is going on.

Whilst there is the possibility of an error, if your mum didnt have PPI, then there is no complaint to make and no redress coming her way.

topoftherock

SonOf wrote: »

Most people never bought PPI. So, that is not unexpected.

Yes, but it was often mis-sold; especially during the period my mother had the loans (they were always done quickly over the phone).

It doesnt matter. If she didn't have PPI, then what is there to complain about?
nothing.


Any reason why you shouldnt?

Yes, because I’ve read about undercover investigations in which staff were incentivised to fob off complainants. Plus, I’ve worked in these environments before and know the mentality.

The telephone staff do not have access to the full range of information.

So, even though I contacted the SAME number on the SAME day, they all say they don’t know something/can’t see the information, when the other person then says they can? Not buying it at all.

Whilst there is the possibility of an error, if your mum didnt have PPI, then there is no complaint to make and no redress coming her way.

Quite right