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The book is easy to understand and clearly explains the rights
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Hi, first post here. [Actually didn't get reply to first post, so reposting!]
I've read some of the other threads before posting, and my complaint is very small (just over £123.97) compared to the outrageous sums others have had to pay. But there are three points in my circumstances that may be of interest.
Last autumn I scanned my vanquis cc statement and saw a small charge for PPI. Picked up the phone straight away to inquire, because it simply is not the sort of thing I would buy. Must be a mistake, I thought.
The girl on the other end told me, No - you've been paying PPI for the past two years. What!
I checked my statements and found she was correct - not very clever of me, but my monthly use of the card is quite constant, so if it's in a particular range I don't go through the details. On top of that, I didn't carry a balance for a while after that, so no PPI was charged - in fact, the item didn't even appear on the statements again until a few months later, when I carried a balance again.
When I thought about it I recalled that in 2006 I'd found PPI on my statement and phoned then to have it taken off. So I told the girl about this, and she asked me for any phone numbers I might have used so they could check their records.
A month later I got a letter saying they hadn't been able to locate a record of the call, although they did assert that I had rung on a particular date in 2006 actually requesting the cover. The letter went on to say that in my latest call, when I rang in the autumn to complain, I had admitted that I'd requested the cover! Entirely the opposite of what I had said - a back-to-front misrepresentation.
So I rang again, got on to the original girl, referred her to the letter - and she agreed that the letter completely misrepresented what I had said when making the complaint. They'd look at it again, with more possible phone numbers I supplied in order to track down the call.
In the meantime, I located a vanquis letter dated after my original "alleged" call asking for PPI cover, which thanked me for my inquiry about PPI and offered me the option of taking up the cover.
I gave them the reference of this letter, and within a few days they wrote saying they'd give a full refund on to my card. They still hadn't located the record of the original call.
Three points:
1. PPI was placed on my card without my permission, and kept on when I'd asked for it to be taken off.
2. The fob-off letter twisted my words.
3. I'm not going to use the card again, so I want the refund in my hand.
Finally, is it worth going to the Ombudsman with this?
Absolutely-dont let them get away with this-but as always,they will expect you to have tried to resolve things within the golden 8 weeks !!
I suggest that you write to Vanquis and put them on notice (ie that you will be making a formal complaint) to the fos if they do not address all your complaint.
Additionally,that you will be questioning their competence to hold a consumer credit licence.
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Vanquis dishonesty admitted - advice please
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