Where do I go from here? - PPI Complaint

2Of5

Hello all,

I'm just looking for a little guidance on how to proceed with pursuing my complaint for PPI mis-selling.

(Summary: Complaint opened Aug 2019. Response received Dec 2019. Evidence provided Dec 2019. Follow up letter March 2020. Still no response from PPI Team)

I initiated a complaint in August 2019 with New Day Ltd for an Aqua credit card account which was opened in 2006 and closed in 2017. I also opened a case on the Resolver website.

I believe that I was missold a PPI policy as when I opened the account I explicitly requested not to take out Payment Protection Insurance, yet it was applied to my account anyway and payments were taken in relation to this policy.

New Day's PPI Charter Team responded to me in December 2019 stating that they had no record of me ever having had an account with them, so I forwarded them copies of several credit card statements in the hope that it would be adequate evidence for them to investigate further.

By March 2020, I had received nothing in the way of further communication from the PPI Team and wrote to them again to ask that they at least acknowledge receipt of my letters and statements.

As we now approach June 2020, I have still had no further communication from them. I understand that with the current global situation, administration work will have slowed down considerably but all I have requested is acknowledgement of my correspondence either by letter, phone or email and in the past 6 months I have heard nothing.

Is it time to escalate to the financial ombudsman or is there any other avenue that I can explore with my complaint?

Any relevant input would be appreciated.

brettcta

What date’s on your final response letter from New Day? You have 6 months from that date to refer to FOS so you’re going to want to be doing that sharpish if they still haven’t responded to you.

New Day having no trace of you from an account closed 2 years ago sounds ominous. Yes, they may have binned your details off not long after you closed your account but to not be able to locate records from 2 years ago seems odd.

if you knew you didn’t want it and they applied it anyway, why did you not cancel it afterwards? You’d have seen it on your statement every month (where you hadn’t paid the balance in full) so should have been a monthly reminder that you were paying for something you didn’t actually want.

[Deleted User]

2Of5 said:

New Day's PPI Charter Team responded to me in December 2019 stating that they had no record of me ever having had an account with them, so I forwarded them copies of several credit card statements in the hope that it would be adequate evidence for them to investigate further.

Are you sure they stated that they had no record of an actual account? Or did they state that they have no record of PPI on the account? 

Lenders stopped offering PPI on credit cards and loans around a decade ago now so they may not have records on a now closed account going back that far. 

Did you send them statements which showed actual PPI payments? If not, it looks like the PPI records (if any) have been deleted....

brettcta

Moneyineptitude said:

2Of5 said:

New Day's PPI Charter Team responded to me in December 2019 stating that they had no record of me ever having had an account with them, so I forwarded them copies of several credit card statements in the hope that it would be adequate evidence for them to investigate further.

Are you sure they stated that they had no record of an actual account? Or did they state that they have no record of PPI on the account? 

Lenders stopped offering PPI on credit cards and loans around a decade ago now so they may not have records on a now closed account going back that far. 

Did you send them statements which showed actual PPI payments? If not, it looks like the PPI records (if any) have been deleted....

This is what I was getting at I think, it’s odd they’d have lost track of all records within 2 years unless you mean they had no trace of PPI. It’ll be listed on every statement that carried over a balance.

2Of5

brettcta said:

What date’s on your final response letter from New Day? You have 6 months from that date to refer to FOS so you’re going to want to be doing that sharpish if they still haven’t responded to you.

New Day having no trace of you from an account closed 2 years ago sounds ominous. Yes, they may have binned your details off not long after you closed your account but to not be able to locate records from 2 years ago seems odd.

if you knew you didn’t want it and they applied it anyway, why did you not cancel it afterwards? You’d have seen it on your statement every month (where you hadn’t paid the balance in full) so should have been a monthly reminder that you were paying for something you didn’t actually want.

The only letter that I have received from them so far is dated December 6th 2019.

The letter states "I've checked our records using the information you provided, but I haven't found an Aqua card account held in your name"

I did cancel the PPI eventually, it was my first credit card at age 18 and although it is obviously no excuse, I wasn't as financially savvy as I am now so at the time I wasn't aware that they would have applied this policy to my account after I had instructed them not to. It was a big lesson for me and I'm just thankful that I learnt it sooner rather than later with regard to delving into every inconsistency.

Moneyineptitude said:

Did you send them statements which showed actual PPI payments? If not, it looks like the PPI records (if any) have been deleted....

This is what I feared. Try as I might I could only find card statements for the final 6 years (2011 - 2017) and I definitely cancelled the PPI within the first year of having the card.

[Deleted User]

2Of5 said:

This is what I feared. Try as I might I could only find card statements for the final 6 years (2011 - 2017) and I definitely cancelled the PPI within the first year of having the card.

As I said, by 2010,  PPI was no longer being retailed on loans and credit cards.The information you sent them does not show any PPI and will only be useful in possibly locating your errant account.

 If you have no records of having paid PPI and the Bank have none, it's hard to see anywhere you can go with this.    

Your PPI, if you did pay it, was cancelled 14 years ago. You could send them a Subject Access Request (SAR) letter to see what, if anything, has been kept for you.

 Do keep one eye on the calendar if you hope to refer this to the Ombudsman within six months from December..

brettcta

Has moneyineptitude been banned or what?

societys_child

banned or what?

I dunno. Are you a "deleted user" if you close your account yourself?

Come back Money, all is forgiven . .

-taff

Yes, MrsLurcherwalker did the same thing a week-ish ago. She's now a deleted user too.