Stuck between issuers - what to do?

HCF

Hi all,

I was wondering if you could shine some light on my current situation.

A few days before the deadline I submitted a claim request to Citi using their online PPI form for a credit card I had with them about ten years ago. I have all the paperwork showing I did indeed have PPI on my card and I paid for this monthly.

Just before closing down my account/card Citi sold a portfolio of assets (which included my card) to Opus which issued a new card. This Opus account was closed shortly after they had taken over and I did not have any PPI on that.

On 10 September I received a letter from Canada Square Operations stating that they had forwarded my complaint to Opus who was now dealing with it. Unfortunately today in the post I received a letter from Opus stating that due to their receiving the complaint after the deadline (and there were no exceptional circumstances) they would not uphold my complaint. I contacted Opus and their customer service team have asked me to submit further paperwork showing evidence of submitting it to Citi.

My view is that I submitted my complaint to the correct card issuer at the time (Citi) and not Opus as they would not have a record of such PPI.

I have also contacted the FOS and they claim I have no recourse if the businesses decide the application arrived past the deadline.

This to me cannot be right.

Please can someone help me shed some light on the situation. I feel here they are blaming it on late arrival of the application when in fact it was submitted to Citi on time.

Many thanks all.

HCF

societys_child

You may have submitted your complaint to the wrong company, it's not quite clear from what you've posted.


However Opus C/S have have asked for evidence you submitted the complaint to Citi in time. Why not show them the evidence?

HCF

Hi there, thank you for your reply!

I have requested the evidence from Citi and am awaiting this.

Thanks!