Bank says i have ppi but can’t ascertain Amoy t or how long for

Jmmaxl

Hi can anyone help. I completed ppi enquiry forms in July 2019, got a letter back from the Clydesdale bank to say I had ppi with them on a credit card and two other accounts were marked unable to determine and they began an investigation, received a letter in October 2019 stating they would need 12 further weeks to investigate. Have called them weekly since then and been told it’s still being investigated. Called today and they have asked me to provide proof of account balances and how long I held them for as they can not determine this from their records as goes back to late 1990’s.  Has anyone else had this issue and how does it affect my claim. Thankyou. 

[Deleted User]

Others have had this issue but that's not important right now.

It affects your complaint to the extent that they cannot establish what you paid.  Provide them with whatever information you have.

Jmmaxl

Thanks for your reply. I have no paperwork at all and struggle to remember how long I had the card for and balances etc 

[Deleted User]

You'll just need to let them know that and they'll work with the information they have.

[Deleted User]

Jmmaxl said:

they have asked me to provide proof of account balances and how long I held them for as they can not determine this from their records as goes back to late 1990’s.  

Unless you can  provide evidence (statements?) from your own archive of your account balances at the time, the Bank will have no way to determine accurately how much PPI you paid (if any). PPI on credit cards was a percentage of any outstanding balance and if your account was always paid off each month it's possible you didn't pay any PPI. 

There is (and was) no point in continually phoning them  by the way.

 

Please don't spam the forum with duplicate posts. 

sun73

Jmmaxl said:

Hi can anyone help. I completed ppi enquiry forms in July 2019, got a letter back from the Clydesdale bank to say I had ppi with them on a credit card and two other accounts were marked unable to determine and they began an investigation, received a letter in October 2019 stating they would need 12 further weeks to investigate. Have called them weekly since then and been told it’s still being investigated. Called today and they have asked me to provide proof of account balances and how long I held them for as they can not determine this from their records as goes back to late 1990’s.  Has anyone else had this issue and how does it affect my claim. Thankyou. 

Send a SAR through their website.  As you’ve already got the account numbers there’s no good reason why the bank can’t find copies of your credit card statements and a copy of the agreement held in their microfiche records.  
This bank were fined by the FCA in 2015 for telling customers and the Ombudsman they didn’t have PPI records or statements before 2000, which is untrue.  Since that came to light they made electronic records available for accounts opened in 1995.  I helped a relative get copies of credit card statements going back to 1996 for a Clydesdale account that was closed in 1999.   Once the statements are located they will be able to calculate an accurate offer of redress, if your complaint is upheld.

[Deleted User]

sun73 said:

This bank were fined by the FCA in 2015 for telling customers and the Ombudsman they didn’t have PPI records or statements before 2000, which is untrue.  Since that came to light they made electronic records available for accounts opened in 1995. 

You would think that they'd be very careful not to say they don't have records after that fine wouldn't you? (Unless, of course, they really don't have them!)

I do agree a SAR is a wise move though...