black horse ppi reclaim problems.

steve_k98

evening folks,
sorry if this has been asked before but i'm new here & looking for some help/advise.
as the title states this is to do with a black horse finance ppi reclaim.

i'll start from the beginning, early june last year i decided to see if a loan i had with black horse finance about 10yr's ago had any ppi on it (i was sure it had) i used the resolver site to start the process,
fast forward to late September last year & i had a letter back from them saying they could not find anything with my name that had ppi, ok i though & left it at that, then a few weeks later i get another letter from them saying sorry they had made a mistake & there was a loan i had with them that did have ppi attached to it & that they would look into it & get back to me.
again fast forward to july this year & i receive a letter from them apologising for the delay & that they were still looking into my claim & would let me know the outcome, so, four weeks later i decided to give them a call to see what was happening.

the gentleman i spoke too apologised for the delay & that i should hear from them soon but if there had been no reply within 6 - 8wk's i was to contact them again for an update.

now, i was about to ring them in September (this year) to ask for an update, but on the day i was going to ring them i received a letter from them (dated the 17th September) stating they had looked at my claim & had found in my favour & that a cheque for £5.5K was due to me for the redress, and that the cheque would be with by no later than the 14th October, fantastic i thought as iwasnt expecting that kind of amount at all.

anyway, the 14th october came & went, with no sign of the cheque, so i rang them the next day to ask what was happening, the lady i spoke to told me she could see on the system that the cheque had been made on monday the 5th october but couldn't see if it had been posted or not (& didnt even offer to see if it had been posted) & went on to tell me that it could have got lost in the post due to the back log at royal mail due to covid 19, i asked how this could be possible as the letter i had from them in july found it way to me within 3 days of the date on it, & also that i had a letter from the dwp dated the 1/10/20 that arrived a few days after that date & also that the letter in september from them stating the outcome of the claim also arrived within a few days of the date on the letter.

she was unable to answer & just kept saying it must have got lost in the post & that they could cancel it but it would then take upto 28 days (working days? or 28 days as a whole?) to send a new one out. i agreed with her that i would wait till the post had been on tuesday next week (20/10/20) & that if there had been nothing by then i would be contacting them again,

well the post came & went on thursday/friday & today, no sign at all.

on friday i decided to ring the ombudsman to se where i stood & what i could do, they told me that if i canceled the first cheque that i would have to wait the 28 days (working days? or 28days as a whole?) & that if it failed to arrive in that time that i could be waiting upto 6weeks befire they could step in, but i could ring black horse to see what other payment options were open to me such as paying it into my back account by a certain time/date. 

they also said that i could ask black horse about payment into my bank account when/if i rang them next week.

so, i was wondering if anyone else had been through this with black horse? & if so what was the outcome?

sorry for such a long first post but all this is new to me. 

 

steve_k98

forgot to add a couple of things,

1; i get the feeling the cheque had not been posted & will now appear in a day or two as it could've been posted after i rang.

2; they say it would take 28 days to cancel the original cheque & issue a new one,
now, would they cancel the cheque while i'm on the phone? or would it take a few days for them to cancel it then a few more days for them to issue a new one on the off chance to current one has got lost in the post.

[Deleted User]

I would just wait a few days.

phillw

steve_k98 said:

but couldn't see if it had been posted or not (& didnt even offer to see if it had been posted) & went on to tell me that it could have got lost in the post due to the back log at royal mail due to covid 19, i asked how this could be possible as the letter i had from them in july found it way to me within 3 days of the date on it, & also that i had a letter from the dwp dated the 1/10/20 that arrived a few days after that date & also that the letter in september from them stating the outcome of the claim also arrived within a few days of the date on the letter.

 

How could they check if it had been posted? If they aren't tracking it, then it's not like they can just pop next door and ask if they remember posting a cheque to you. The length of time it takes will depend on what kind of postage they pay for. It's not just first and second class, large companies negotiate cheap rates based on longer delivery times. It's not in their interest to send it quickly, all the time it's sitting in the envelope then you can't cash it.

I've had mail take 7 working days when it was supposed to take 3-5 working days to be delivered. I'd give it a few more days, next friday at the latest.

dunstonh

 i asked how this could be possible as the letter i had from them in july found it way to me within 3 days of the date on it,

I get about 3 misdeliveries a week. So, if is very possible  I tend to forward them on indicating it was a misdelivery but not everyone does.

& also that i had a letter from the dwp dated the 1/10/20 that arrived a few days after that date & also that the letter in september from them stating the outcome of the claim also arrived within a few days of the date on the letter.

Irrelevant.  

on friday i decided to ring the ombudsman to se where i stood 

That was a waste of time.   The FOS are an independent arbiter of complaints.   Your complaint has been upheld. So, nothing to refer to them.

so, i was wondering if anyone else had been through this with black horse? & if so what was the outcome?

It happens sometimes.  There is no need to make a big deal out of it.  It is a frustration but one that will get resolved.  Unfortunately, Black Horse had a big backlog to deal with and then along came Covid and disrupted their ability to work quickly due to reduced capacity.

One thing that is worth noting from providers that the date they say on their systems about cheques being issued frequently isnt accurate.   It often uses a date that the cheque was requested to be issued by a staff member but a superviser/manager often has to sign off on a cheque before it is released (usually when it is a larger amount).  So, it can actually be another week or two even after that before it gets sent.    So, you could be a bit premature here.

steve_k98

dunstonh said:

 i asked how this could be possible as the letter i had from them in july found it way to me within 3 days of the date on it,

I get about 3 misdeliveries a week. So, if is very possible  I tend to forward them on indicating it was a misdelivery but not everyone does.

& also that i had a letter from the dwp dated the 1/10/20 that arrived a few days after that date & also that the letter in september from them stating the outcome of the claim also arrived within a few days of the date on the letter.

Irrelevant.  

on friday i decided to ring the ombudsman to se where i stood 

That was a waste of time.   The FOS are an independent arbiter of complaints.   Your complaint has been upheld. So, nothing to refer to them.

so, i was wondering if anyone else had been through this with black horse? & if so what was the outcome?

It happens sometimes.  There is no need to make a big deal out of it.  It is a frustration but one that will get resolved.  Unfortunately, Black Horse had a big backlog to deal with and then along came Covid and disrupted their ability to work quickly due to reduced capacity.

One thing that is worth noting from providers that the date they say on their systems about cheques being issued frequently isnt accurate.   It often uses a date that the cheque was requested to be issued by a staff member but a superviser/manager often has to sign off on a cheque before it is released (usually when it is a larger amount).  So, it can actually be another week or two even after that before it gets sent.    So, you could be a bit premature here.

thanks for that, as i say this is all new to me, never done it before,
i know what you mean about the back log then up pops covid, but tome it just seems a bit odd that the letters they sent during the lockdown all turned up yet this one, according to them, gets lost in the post.
the bit the got me was that the letter saying that they had found in my favour states that the redress cheque would be with me by 14/10, i mean who wouldn't be a tad miffed if they were told the same & it never arrived?

as for the FOS? i'll be honest the lady i spoke to didn't seem to interested at all when i mentioned that it was black horse, so like you say that could've been a waste of time.

the reason i mentioned about the letter from the DWP was the fact they both use UK mail & all the letters i've had from both of them had a bar code on the front of the evelope & according the post man (who may right or wrong) that they use that to make sure it's sent correctly.

but as said i'll give it a few more days see if it turns up but if no sign by friday then i guess i'll have to call them again & chase it up & see what other options there are  available to both myself & black horse.

it's just a little annoying thats all as i'll be honest i wasn't expecting the amount they have agreed upon, if anything i was only expecting a few £100.

back to the waiting game.

steve_k98

Well I know I may be being a bit premature but I've just had a look at the number on the decision letter that they say to call if there8any problems & it comes back as AF PIR mailing Andover, 

Also had a look on black horses own site & it's a totally different number.
Well I'll wait till at least Friday & if there's nothing (again) I'll ring black horse themselves not that mailing firm & see what they have to say.

brettcta

The number on the letter may be a direct number for the assessments/settlements team and the number on the website will be a PPI/complaints customer service number. It’s perfectly normal. We have a number of different phone numbers for our different PPI/PBA/Redress departments (which all get through to the same people)

steve_k98

The number on the letter comes back as AF PIR mailing Andover, yet the number on black horses site in the FAQ section is totally different,

Cant hurt to try & see what they say if there's no sign by the end of the week.

steve_k98

well i rang black horse just now & they said that they could see that i had rung on the 14th asking for an update on the status of the compensation cheque & the gentleman i spoke to said they had a message come through to them on the 16th saying that i had rung to chase it up, & he told me there had been a delay in the cheque being signed off & posted due to covid-19 (could be a cop out or genuine reason, i don't know) & that i should receive the cheque by Friday at the earliest & Monday at the latest, i asked him what should i do if there's no sign by Monday & he told me to call back same day & they would look at what other options there were for payment to be made to me.
so, clocks ticking.     

jediknight49

My cheque was posted on 5th Oct, date to receive payment was by 13th according to BH paperwork.
Call on 13th, told to wait few days.
Called again 16th, last Friday, was told they were aware of issues, I wasn't only person waiting.
BH confident issue is nothing to do with them and the new directive issued to CS staff is tell people to wait another 5 working days.
Certainly not ideal situation.
I asked about how matter was going to get resolved if payment does not arrive, was told the 28 days speech ect but I said could I not get a BACS payment seeing as issue was not of my doing and given my current non working situation, I was in financial hardship.
CS lady had no idea as this situation had not happen before but it maybe something to they look at doing as a one off. I personally doubt this will happen. I'll be asking for extra interest at this rate 😁