Do CC companies legally have to keep records?

db2boy

Folks,
I was looking for a little advice please. Im have been having some problems with Egg and am in the process of one last letter before I involve the Ombudsman.

Reviewing my finances a while ago I noticed I was paying for repayment protection on my card. I never use on any card and honestly dont recall asking for it.

Upon speaking with Egg they told me I asked for it during a conversation on the phone in 2002. I iterated that I never take protection and I dont understand why this is on my account. I asked them to confirm the details of my request in writing.

In a nut shell, Egg are saying there is a call for the date in 2002 stored on a tape - now I know about this sort of stuff from an IT perspective because Im in the business They are saying though that 30 seconds into the call the conversation ceases. Thus they are unable to give me any evidence of me requesting for repayment protection.

Do they have a legal responsibility to provide me with evidence that I requested it? Do I have any ground to stand on to take this to the Ombudsman?

Rgds and thanks

Ant

Clariman

I have read quite a few examples of other people finding that Egg had suddenly started charging them for payment protection and had it hastily removed when it was pointed out to them. As a matter of routine, Egg seemed to call up customers to "thank" them for their loyaly by giving them a few months "free payment protection insurance". In reality, the customer was committing to continuing payment protection and had to physically cancel it after the free period. Could it be that you had one of those calls and took the free protection without realising it was an ongoing commitment.

However, if your insurance was totally out of the blue you are certainly not alone. It might be worth asking the question on the Credit Card board of the Motley Fool because I certainly recall people posting there about it.

Clairman

db2boy

Clariman wrote:

I have read quite a few examples of other people finding that Egg had suddenly started charging them for payment protection and had it hastily removed when it was pointed out to them. As a matter of routine, Egg seemed to call up customers to "thank" them for their loyaly by giving them a few months "free payment protection insurance". In reality, the customer was committing to continuing payment protection and had to physically cancel it after the free period. Could it be that you had one of those calls and took the free protection without realising it was an ongoing commitment.

However, if your insurance was totally out of the blue you are certainly not alone. It might be worth asking the question on the Credit Card board of the Motley Fool because I certainly recall people posting there about it.

Clairman

Thanks Clairman,
Interesting reading! Egg claim I made the commitment as part of a call yes. Honestly, I would never except it and would like to think I wouldnt be tricked into accepting it! I have sent them one last letter before I pass onto someone else to sort I have asked they provide me with the audio recording of the call as proof. The funniest thing in their last response to me is :-

"Also, Egg has incurred costs by having the cover in place for this period of time. Had you made a valid claim, we would have repaid the balance of your account"

Incurred costs because Ive been paying repayment protection. Did I miss something here? I think they mean I incurred costs!!!

Thanks

Ant

johnllew

Precisely when did they start debiting your Egg Card a/c with the insurance premiums and when did you bring the error to their attention? Do you check your statements each month?

db2boy

johnllew wrote:

Precisely when did they start debiting your Egg Card a/c with the insurance premiums and when did you bring the error to their attention? Do you check your statements each month?

Half way through 2002, and no I wasnt checking my statements. Shocker I know but Im sorting out my finances attitude now!

Rgds

johnllew

So you didn't notice that for 3 years they were charging you for something you hadn't agreed to? Come on, no wonder they don't believe you.