RBS "telephone interview".

I have an onging PPI miselling complaint with RBS.
I made the original complaint via Resolver just before the August 2019 deadline . I had not heard anything from RBS by March 2020 and after phoning them was told that my original complaint might have got "lost" because websites were "overloaded" with complaints  just before the August deadline . So they asked me to resend my claim by hard copy ,  together with my original Resolver reference number and also 3 proofs of ID.  
They have recently contacted me and have asked to arrange for a telephone interview . 
My question today is : should I agree to a telephone interview and will refusing effect my complaint  ? 
The reason why I am asking  is that,  I remember reading a comment a few months back , from one of the regular contributers on this forum ( sorry I don't recall his/her ID ) stating that it is not advisable to hold interviews with banks over the phone and to conduct as much communication as possible in writing , so as to keep a written record .
Thanks in advance for any help you can provide .

Comments

  • stuart777 said:
    I have an onging PPI miselling complaint with RBS.
    I made the original complaint via Resolver just before the August 2019 deadline . I had not heard anything from RBS by March 2020 and after phoning them was told that my original complaint might have got "lost" because websites were "overloaded" with complaints  just before the August deadline . So they asked me to resend my claim by hard copy ,  together with my original Resolver reference number and also 3 proofs of ID.  
    They have recently contacted me and have asked to arrange for a telephone interview . 
    My question today is : should I agree to a telephone interview and will refusing effect my complaint  ? 
    The reason why I am asking  is that,  I remember reading a comment a few months back , from one of the regular contributers on this forum ( sorry I don't recall his/her ID ) stating that it is not advisable to hold interviews with banks over the phone and to conduct as much communication as possible in writing , so as to keep a written record .
    Thanks in advance for any help you can provide .

    If you have an actual complaint and grounds to do it , it will only help your case and they’ll be generic questions
  • dunstonh
    dunstonh Posts: 116,342 Forumite
    Name Dropper First Anniversary First Post Combo Breaker
    edited 11 June 2020 at 11:47AM
    My question today is : should I agree to a telephone interview and will refusing effect my complaint  ?
    A telephone review means they have likely found no wrongdoing at their end and need more information from you to see if you were missold.
    If you do refuse the phone call, they will consider the complaint on the information they have. So, it can harm your complaint.

    If your complaint is a try it on and full of lies, then you are best avoiding the phone call.

    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • AnotherJoe
    AnotherJoe Posts: 19,622 Forumite
    First Anniversary Name Dropper First Post Photogenic
    Write down any numeric answers you give, or record the call and then transcribe any info you give, and send it to them if you consider you think they will lie about what you said. But given they will certainly record it so you could disprove any lies they made up (which is really where you are heading) , i  think your fears are unfounded.
    Whats more likely is, you might say something you didnt mean to or that was indeed incorrect , so just be considered about each answer you give.
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