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chesterpug

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About chesterpug

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  1. Update for you: I received a letter from NatWest today and they have overturned their initial rejection of my complaint and are now upholding it. I have received a full refund of all charges + interest (£1497.03) so a great result! Thank you for your help and advice (especially Dx and Fkofilee) Best wishes
  2. Dear All thank you for your input. Special thanks to dx and fkofilee for your advice. your understanding and interpretation of my case is spot on. To update you, I received an email on Wednesday afternoon from the executive response team which is as follows: Thank you for your e-mail of 9 June 2015, in which you detail that you remain unhappy with the outcome of your complaint. in light of your comments I will revisit your complaint and I hope to be in a position to respond within the next five business days. Yours sincerely Executive Office Would you respond with any further comments or wait to see what they say? Much appreciated
  3. Thank you for your advice Baz, it is much appreciated. will update you on their response.
  4. Thx for your response Baz. I didn't do a SAR but have some old statements from 2009 which shows that it was an AG account and only states £12.95 as a charge. Unfortunately I do not have anything from my employer at that time re company car and telephone insurance as that was held at head office. they can clearly see that I didn't use any products. They have given me no evidence against my complaint, only that they are time - barring it. My account is still the same number, they agreed that they could see it had been downgraded. They seem to have twisted words to suit them. Their response letter is incorrect as I have never complained before.
  5. Thx to Baz1994 and dx Yes, they said their letter represents their final response. I have just emailed them back and copied in the CEO this email: Again, I am disappointed at your outcome and more importantly, annoyed at the inaccuracy in the response. To clarify and cover any ambiguity, I feel it necessary to reiterate the series of events as it appears that you have not viewed this complaint correctly. When the account was downgraded to a free account, at no time was I aware that there was cause for complaint, this was done as a money saving exercise and it was evident that I was not using any of the products, it was not apparent at that time that I had cause to complain. It was only recently, due to media coverage and research of the issue around these accounts that I realised that this had been a clear case of mis-selling, that is why the complaint was raised in May. If I had been aware of this I would have made the complaint earlier, and feel strongly that this could have been explained at the time of downgrading, especially as I was in a situation of financial hardship. I explained this at the time of my complaint in May. My account number has never changed and is still active. I would like to draw your attention to paragraph 5 of your letter which reads: This leads me to Lauren Neale’s investigation and I realise that you are unhappy that your claim was rejected because it was time – barred. While I can empathise with your position, Lauren was correct to say that our regulator’s dispute resolution process place the responsibility on the customer to raise a complaint in a reasonable period of time. Unfortunately, as you did make a complaint within three years of downgrading the account we will not consider your complaint. This statement is completely incorrect, inaccurate and untrue and I am amazed that you are stating such an inaccuracy. This leads me to believe that this whole complaint has been peppered with inconsistency and misinterpretations and has caused me an undue and unnecessary amount of stress. You mention that you will be sending me a “gift” as a gesture of goodwill, which I am sure will not come anywhere close to compensating me for losing in excess of £1,000 plus interest due to the clear mis-selling of the Advantage Gold product. As previously mentioned I have banked with you for 30 years in July, and the treatment I have received as a loyal customer is highly unsatisfactory. With this in mind I feel very strongly about this whole situation and shall have no alternative but to contact the Financial Ombudsman (which you mention in your letter you hope won’t be necessary) if we cannot come to a mutual resolution and closure of this issue. I look forward to hearing from you.
  6. Hi All - quick update and some further advice required. I escalated my complaint to senior management at NatWest in writing and have just received a letter not upholding my complaint. However I am very confused with their time bar explanation: My Email Dear Mr McEwan I am aware that you are an extremely busy person and understand that you will not personally deal with this complaint, however I am very upset in the flippant manner I have been treated by your complaints team and would appreciate you asking a senior member of your staff to look into my complaint. I lodged a packaged accounts complaint via telephone yesterday morning with Lauren Neal in your complaints department and gave her comprehensive information around the complaint which I have outlined below: Summary of Complaint and Action I attended a personal review meeting in March 09 after I had been made redundant with my new Relationship Manager, Sarah Millen who is now at Drummonds. During this meeting it was established that I had an Advantage Gold account and had no need for this account and had never used any of it’s benefits so this account was unsuitable for me. I was advised that it had been open since 1999 and I thought the charge was in relation to my overdraft and had no idea of what the benefits were. For the duration of when I had the Advantage Gold account I had a company car and company mobile which were covered by the companies insurance and therefore would not have agreed to purchasing this product as it would not have been of any use. Sarah downgraded my account from Advantage Gold to save the on the monthly cost. To reinforce the fact I was in financial hardship Sarah arranged for a loan I had at the time to be extended and restructured, thereby reducing my monthly payment. At no time was I advised that I could make a claim regarding the Advantage Gold account to try and obtain a refund. I gave all this information to the complaints team (Lauren Neal and her colleague, Kevin) at 8.09am and again at 10.40am to Kevin as I got him to read back to me what Lauren had logged and she had not logged the full information. Kevin then emailed her to add this information to her notes as they would be part of the decision making process. Lauren came back at 3pm to say that they were not upholding my complaint due to the length of time I took to raise the complaint. I informed them that I did not realise at the time I could complain and in fact there should have been some duty of care at the review meeting in 2009 and advice to do this given my financial situation (hardship) at the time. To be completely frank, I was very depressed at this time as I was the major breadwinner and was fighting a case for unpaid notice of 3 months salary (£15,000 net) with my previous employer, as they went into liquidation and created a phoenix company. Due to seeing recent media coverage around packaged accounts, it struck a chord, so I went through some old paperwork to find I had had the Advantage Gold account and that is why I was complaining now. I asked the complaint handler what investigative work she had done to come to the decision not to uphold my complaint, but she would only talk about the timescale as the reason for rejection. It became apparent that no other work had been done on the investigation, nor had any of the details I had given her had been taken into account. I did request a call back yesterday from her manager, Nicola Allen, to escalate my complaint, but as yet, have not heard from her. I am aware that you can complain outside the 6 year timescale and feel that this decision is unfair as I have banked with you for 30 years in July, my account number is still the same and active, and the bank has full records of the Advantage Gold account which I downgraded from. I really believe that no investigation took place yesterday and that I was “fobbed” off with the timing issue. I would appreciate you looking at my complaint again and hopefully reverse the “decision” that was made yesterday. Their response letter with this paragraph The reason for time bar from the advisor is correct as it is the customer's responsibility to raise a complaint within a reasonable period of time. Unfortunately as you did make a complaint within 3 years of downgrading your account we will not consider your complaint??? To clarify I held an AG account from 13/01/1999 to 10/03/2009 when it was downgraded at a review meeting. I recently made a complaint about this in May, however they are saying that I made a complaint previously (within 3 years of downgrading the account) which I have no recollection of and certainly never had any response. Thank you all for your advice so far, I think my issue here is that the complaint was made verbally and they are now playing on my words and trying to twist to suit their position.
  7. I lodged a complaint via telephone this morning to say that I downgraded from Advantage Gold at a review meeting in March 09 after I had recently been made redundant with my then relationship manager. It was established that I had no need for the account. I was advised that it had been open since 1999 and I thought the charge was in relation to my overdraft. For the duration of when I had the AG account I had a company car and company mobile which were covered by the companies insurance and would not have agreed to purchasing this product. To reinforce the fact I was in financial hardship the relationship manager arranged for a loan I had to be extended therefore reducing monthly payments. I gave all this information to the complaints team at 8.09am this morning and they came back at 3pm to say that they were not upholding my account due to the length of time I took to raise the complaint. I informed them that I did not realise at the time I could complain and in fact there should have been some duty of care at the meeting and advice to do this give my financial situation (hardship). Due to the media it struck a chord and I went through some paperwork to find I had had the AG account and that is why I was complaining. I asked the complaint handler what investigative work they had done to come to the decision but she would only talk about the timescale as the reason for rejection. I am aware that you can complain outside the 6 year timescale and feel that this is unfair as my account number is still the same and active and they have full records of the AG account which I downgraded from. I really believe that no investigation has taken place today and they are trying to fob me off with the timing issue. Can anyone give me any advice as I feel that I would like to complain about this to the CEO as no mitigating circumstances have been taken into account.
  8. I have had a complaint upheld from Loans.co.uk and am awaiting figures but need some help in checking what I should receive. Original loan taken out in March 05 for 35,000 Plus PPI single premium of 4320.00 Interest rate was 16.25% Loan was paid in full the following year in March 06 Can anyone help me in terms of what I should expect the refund to be please. Thanks in advance
  9. Thank you - what points in the CCA do you think are most relevant to my case. Should I refer to this in my complaint? Many thanks
  10. I have recently been investigating a consolidated loan that was taken out in 2005 and have today received a copy of the credit agreement from GE. The document is headed igroup and GE have confirmed that this is there company and that Loans.co.uk brokered this loan. I am now in the process of starting my PPI complaint as it was a single premium of £4320 on top of a loan of £35k. The interest was 16.25%. At no time were we given any advice or options i.e. monthly PPI. I have only just established that the PPI only covered 5 years of the loan which was taken out over a 15 year period. Therefore it appears that the PPI was inappropriate. I do feel that we were completely mis-sold and forced into this option to secure the loan. GE have told us to make the complaint to Loans.co.uk as they were the broker. Am I correct in thinking that due to this being a single premium PPI there is a case?
  11. Thank you so much - If I hadn't become aware of CAG and this thread, I'm sure I would have just settled for their figure without checking. I shall definitely ask them what the build number is that they are working to. I shall update you once I have any news.
  12. Thanks Ken I shall follow your advice and be proactive, one thing, can you explain what you mean about mentioning "build number from this thread" Hopefully, if I ask for the full calculations and documents with the redress, coupled with the reference to this thread then MBNA will know that I am aware of the issue over calculations. It is disgracful what they are doing!! Much appreciated.
  13. Thank you IMS Unfortunately I no longer have the account statements to hand so it is going to be difficult to check. I was looking at Nathans thread 122 and was considering contacting MBNA and requesting that a full breakdown (such as the detail Nathan posted) to be sent with the redress. Do you think this is feasible?
  14. Hi All Can you help me with a redress query please. I have had my PPI complaint upheld by FOS and am now waiting for MBNA to calculate redress. When I closed my account in January 2008 I paid off the credit card balance of £23,000 in full. I had the credit card from March 2003. MBNA have told me that I paid a total of £2139.18 in PPI premiums and calculations for redress will be based on this. Can anyone help with an outline of what I should expect redress to be as I posted the query on MSE and it was suggested that I would receive £2139 + 8% simple interest? I am a little confused as after looking at the great detail on this thread this may not be the case. Any advice greatly appreciated.
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