Alphera Financial Services (BMW)

bluejellybaby

I used the MSE tool to make a couple of claims. I no longer have details of the agreements but wanted to make the lenders aware of a change to our address. One was with CA Auto Finance in 2009 who immediately acknowledged my claim and said they would be in touch in when the final decision was made.

The second was with BMW in 2011. They have finally acknowledged my claim with an email informing me that they are unable to verify my identity with the details I provided and asked me to call their customer services. Having checked that it was a genuine email, I called and was immediately asked for my agreement number which I no longer have. But the agent was able to locate it using the car reg and my old postcode. Further questions included what bank did my direct debit payment come from, which I provided but I couldn't remember how much or what date of the month it was paid.As a result I failed their security check and was told there was nothing he could do about it, go find the information, thank you and goodbye!

I thought you didn't need any of that information to make a claim. He obviously had the loan agreement in front of him but implied that it wouldn't be considered unless I provided the required information. That is obviously not going to happen. Does anyone know where I stand on this or how to proceed?

Thank you

Penguins4ever36

companies have a duty to complete data protection under UK GDPR, they can choose what questions they ask and monthly payment details are a common and valid question.

dunstonh

I thought you didn't need any of that information to make a claim. 

Where the data is available, then you don't. Where the data has been destroyed, then you need things to fill in the gaps

 Does anyone know where I stand on this or how to proceed?

Give them copies of your documentation. They are required to use information that you can supply.