Reclaiming bank charges

Fif1971

I was wondering if anyone could help. I have submitted the template letter to the Halifax in relation to package account fees. They want to speak to me for more information. I’m worried they are going to try and trick me in to saying something that means they can refuse my claim. I had used the mobile phone insurance previously and I think that might be part of it. Does any one has any experience of one of these calls or advice on how to deal with the bank. Thanks Fi 

[Deleted User]

You just need to answer their questions honestly. If you make stuff up that contradicts what they already know, your complaint will be dismissed.

They're not out to 'trick you into saying something'. Obviously if you've used and benefitted from the insurance, that will be taken into consideration.

[Deleted User]

You are making a complaint that you were miss-sold, if you don't talk to them, they will make assumptions about the answers they need based on the information you had which is likely to result in a rejection of your complaint as it's clear that it was something you wanted (phone insurance for example) and was suitable (as it paid out on your insurance claim).

Regardless, your complaint is highly likely to be rejected anyway (though you might get lucky on an auto-pay if it's low enough, minus the money they paid out for phone insurance) because not only did you clearly benefit from the account, they will have been sending you letters for years telling you of the costs and benefits and offering alternative accounts that are free and you chose to keep the account.

dunstonh

 I’m worried they are going to try and trick me in to saying something that means they can refuse my claim.

If you are telling the truth then you have nothing to fear.  If you are trying it on then you may have something to fear.

They are not looking to trick you but calls like this are usually where there is inconsistent information and they are looking for clarification.

 I had used the mobile phone insurance previously and I think that might be part of it. 

It is part of it.    So, that would eliminate complaints about not knowing you had it, or not being of any use to you.

You made a complaint to Halifax about wrongdoing.     So, what did you accuse them of doing wrong in your complaint?  Without knowing the reasons you gave, we are in the dark and its difficult to comment further.

Fif1971

Fif1971 said:

I was wondering if anyone could help. I have submitted the template letter to the Halifax in relation to package account fees. They want to speak to me for more information. I’m worried they are going to try and trick me in to saying something that means they can refuse my claim. I had used the mobile phone insurance previously and I think that might be part of it. Does any one has any experience of one of these calls or advice on how to deal with the bank. Thanks Fi 

Thank you for your comments. I received the phone call and there was absolutely nothing to worry about. 👍

dunstonh

Let us know your outcome, even if it is a rejection and why, because information helps others.

Fergie76

Fif1971 said:

Fif1971 said:

I was wondering if anyone could help. I have submitted the template letter to the Halifax in relation to package account fees. They want to speak to me for more information. I’m worried they are going to try and trick me in to saying something that means they can refuse my claim. I had used the mobile phone insurance previously and I think that might be part of it. Does any one has any experience of one of these calls or advice on how to deal with the bank. Thanks Fi 

Thank you for your comments. I received the phone call and there was absolutely nothing to worry about. 👍

What did they ask you?