Capital One cannot find my account!

David_Drummond

Dear Forum


Last May (well before the cut off deadlline) I submitted a claim for a Capital One Credit Card on which I believe I paid PPI. I no longer had the paperwork but I did have the account number because I found the actual credit card in an old wallet. The account expired in 2003.


After many reminders, and attempts to get a response, I finally got a letter of rejection on Nov 30 stating they had no record of my account (even though I sent them a photo of the credit card!).


I am not sure what I can do now. I have been advised that if I try to go via the Financial Services Ombudsman it will be treated as a fresh claim after the deadlline and may not be accepted.


I do not want to let the matter rest. I cannot believe CO has lost my details from 2003. I have had successful claims met and paid by other lenders from as long ago as 1997!


What do you people think I should do?



Thank you for any advice you can give me.

[Deleted User]

I'd be amazed if they still had details.

If you cannot provide evidence of the PPI yourself, there's nothing more to do.

Going to FOS obviously isn't a fresh complaint, but it would be pointkess as there is no data.

brettcta

Deleted_User wrote: »

I'd be amazed if they still had details.

If you cannot provide evidence of the PPI yourself, there's nothing more to do.

Going to FIS obviously isn't a fresh complaint, but it would be pointkess as there is no data.

Very much this. Comparing other lenders with older records is about as much use as a one-legged man in an arse-kicking contest.

If they don’t have records and neither do you then it’s game over, thanks for playing. A FOS referral won’t magic up evidence that simply doesn’t exist.

BoGoF

And for the record they haven't 'lost' your records. They have deleted/destroyed them in accordance with DPA.

SonOf

do not want to let the matter rest. I cannot believe CO has lost my details from 2003. I have had successful claims met and paid by other lenders from as long ago as 1997!

Firms are required to destroy data when it is no longer required. Typically that is around 6-10 years after you close the account. It may be longer where there is still a working relationship.

I have been advised that if I try to go via the Financial Services Ombudsman it will be treated as a fresh claim after the deadlline and may not be accepted.

It wouldnt matter either way. If it is accepted, the FOS cannot magic up your details. With you having no proof you had it, let alone paid it and CO no longer holding records, there really is no case to answer.

-taff

David_Drummond wrote: »

The account expired in 2003...
I do not want to let the matter rest. I cannot believe CO has lost my details from 2003. I have had successful claims met and paid by other lenders from as long ago as 1997!.

You have no choice but to let the matter rest. Your account was closed in 2003, which was 13 years before you complained and they have, as they are supposed to, destroyed your records as Bogoff says above.
No one can magic up records that don't exist, FOS or not.