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happycaravan

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  1. Hi again, I’m sorry if I’ve caused offence, I can assure you I take the forums and advice you all take time to give extremely seriously. Personally I find previous posts difficult to locate, i don’t know if I go about it the wrong way - and as I’ve said many times before I’m not the best with technology. So I apologise if asking for advice on something that maybe obvious to you, causes annoyance - it’s genuinely not a case of wanting to moan on the internet. Believe me, it took me almost an hour to type the original post as I struggle to type due to my health. I am always extremely grateful of your time when responding, the site has given me some invaluable advice in the past. Thank you again for your help. H
  2. I totally get it, I think I just took them in good faith - and feel very stupid now! The thing is you’d end up recording every call you make if you treat everyone the same? For future reference can I ask what method you use for recording calls? Usually I do always communicate in writing... Thank you again. H x
  3. Hi Bankfodder, Firstly thank you for your response, and for not giving up reading that huge post! I honestly didn’t expect to have record a call to RM, so unfortunately I don’t have a recording of that initial call. The offer was made over the telephone, they have detailed notes of this however as the chap who ‘more or less begged’ me to take it further knew all about it, so an SAR should show this? When sending the SAR do I send that to the last address I’ve received communication from? i.e. the escalation team? Thank you H
  4. Hi Apologies in advance for what may be a log post, but its quite a lengthy tale! I ordered some items online for my son (christmas gifts) which were due to be delivered on 13th Dec and i had a text and email at 10.08am from Royal Mail confirming they had been delivered to my home address whilst i was at work, hubby was at home when i spoke to him on my lunch i was surprised and concerned when he said there was no sign of the parcel! As i had an email with the tracking i went online right away and checked the signature - which wasn't my hubbys! No card had been left, the parcel was not with a neighbour - within 6 doors either side anyway. I called the Customer service number for RM and they advised they could do nothing for at least 3 days as the parcel may turn up, they said the GPS was showing it was nearby but could not be any more specific and advised us to visit the delivery office. My husband did so within the hour. The guy there spoke to postman who had supposedly delivered that morning, and he 'couldn't remember where he had left the parcel'. Now we aren't talking a small parcel here - its a large box of 2 huge mats/carpets so not easy to miss/forget! But he got nowhere. When i got home from work i went further afield to neighbours down the road but non had the parcel.. On Saturday 14th (next day) i myself visited the delivery office and spoke to the same person my hubby had the day previous, this time the Postman said he couldn't even recall delivering to our road at all that day! I think there is an issue with Postmans health personally! Grr! But in the end i was getting annoyed - they said there was nothing they could do and advised me to contact Customer services which i did on my return home. As 'somebody' had signed for the parcel and the postman had assigned it to my address I can't even make a claim through Paypal, and why should I? the seller would then lose out and they are not at fault here - RM are! I spoke to a lovely lady who eventually advised that a cheque had been sent out the day before for £13 as way of compensation - I pointed out that the parcel had actually cost 3 times this amount and that no one had asked me the cost... so off she went and spoke to someone else before coming back again. She said she had spoken to a Manager and a further cheque for £36 would be sent out that day to cover the parcel amount as they now considered the item 'lost', due to the short time left before Christmas I had to re-order and have the second parcel delivered to my work address as i didn't trust RM to not screw up again . So now i was out of pocket to the tune of £72! The second parcel arrived to my work address safe and sound, the first one never materialised just after Christmas I received an email from RM saying that they were continuing to investigate my case. I called them when I returned to work on December 30th only to discover that the cheque for £36 as promised had been 'rejected' - the chap I spoke went through all the notes and practically begged me to make a formal complaint because he couldn't believe the way i'd been treated. The cheque for £13 has to date still never arrived! that day i fired off a formal complaint as advised, sending it first by email to the email address he advised - I attached copies of the receipts of both purchases but within a few days received a complete fob off response that said 'my colleague followed all the correct procedures'. the next step was to send another letter to the Customer Escalations team which i did straight away, today i have received a reply much in the same manner but even more puzzling this one states that a cheque for compensation of £13.45 was cashed on the 10th January!!! I have never received a cheque let alone cashed one! How do i prove that? Part of me thinks should i just give up but then i think why should I? This postman could have just walked away with my sons gift for all we know? And why the hell should RM not take responsibility? Is there any other option for me? So sorry for the mammoth post but i wanted to explain it all.. H x
  5. Thank you dx - I will do that. I didn't realise that claims of that era are generally upheld, hopefully worth a try in that case - we have nothing to lose in any of this do we? Its just so frustrating when they have already had the information once, with regards to the Evans claim they had that a few weeks ago and are now requesting that again as if we have never sent it. Thank you again for your help - its always much appreciated. H
  6. Hi all I have an update albeit somewhat confuzzling... i submitted a claim with Santander on my friends behalf and have been waiting to hear back. I followed dx's advice as per post #18 and sent in the fos questionnaire and a letter covering all the points needed - everything they had wrong! For some very odd reason they have it in their heads that my friend was unemployed at the time of taking out the PPI policy, and that she also had a pre-existing medical condition! None of this was correct - she only gave up work last September (2018) after recovering from a rare form of breast cancer. As advised i put all of this into a letter and sent it off just before the end of August. We have recently received a lengthy reply stating that they have decided not to uphold the complaint due to the reasons mentioned above!!!!! You would think they have ignored my letter completely! It says the usual 'BS' - that the policy was provided as an optional product etc, sufficient info provided! There is another letter attached after the first, which mentions the complaint being 'time-barred' as over 15 years have passed since the point of sale... and that because we didn't go to court for mis-selling they consider the complaint time-barred. Is that correct or is that just something they have decide themselves? Lastly the 3rd letter refers to 'Plevin' and apparently my friend wasn't charged any PPI premiums after 6/04/07 therefore they wont be making any offer of compensation. is there anything we can do from here? This particular claim related to a Dorothy Perkins storecard, I now have to go through the exact same process as above for my friends Evans storecard, i.e. fos questionnaire and covering letter! It's crazy when they have had all this info already and will more than likely come back with the same answer as above. Thank you in advance. H
  7. Is that the info you need dx100uk? Or do I need to look somewhere else? Apologies if I’ve got the wrong end of the stick...
  8. Phew - thank you -. I was afraid i'd screwed it all up. Sorry i'm just a tad overwhelmed (and not fully recovered by any means - we have a Grattan claim to get in before deadline too so i have to be on the ball) with it all and having seen the confusion of the letter i just couldn't understand why they said they didn't think they should uphold the complaint but then request info they have already had. Thank you for your help - as always its very much appreciated. H x
  9. Hi dx100uk, Due to the lack of time with the deadline approaching and my poor health i had no choice but to use the Santander online form . I just wanted to get the ball rolling - i'm trying to help her out and then get struck down out of the blue, i felt awful. Its only then that they started to reply...
  10. Hi again, I wondered if you may be able to advise on where we are at with Dorothy Perkins/Santander. As you can see from my thread i sent the SAR initially all we received was account numbers - one for Dorothy Perkins and one for Evans (this was only recently confirmed by a letter as i had no clue which company it was for). I have been working on a Barclays PPI claim so hadn't had chance to look at this one until recently, as I had no statements to go by i completed the online PPI complaint form at Santander's website and shortly afterwards they wrote confirming they had received the claim etc. All seemed fine, i completed the form (with my friend - as this claim is for her) - as we had done for every other claim. She has received a letter and questionnaire from Santander dated 13/08 - copy attached, the questionnaire requests further information regarding savings, insurance policies, health conditions etc - all of which they have had at the time of complaint. Whats confusing is the wording of the letter where it mentions 'we do not currently believe we should uphold your complaint' and then the next paragraph... I dont know where they have had some of the info from, we did not indicate that she had previously suffered with a medical condition (she is currently recovering from cancer and we may have mentioned that but online forms are gone once submitted!) - we did not say she was unemployed at the time the policy was taken out either - she is now a stay at home Mum but was definitely not then!! It's like they have taken all the info out of context! Very odd indeed!!! Would you respond by letter or complete the questionnaire? Thank you as always x
  11. hi again Im so sorry for the delay in replying, i was taken poorly with a really nasty bout of pneumonia and have been out of action for a couple of weeks. She signed up for the initial account in branch, but the Additions etc and then Tech fees were all upgraded without her knowledge. While I've been poorly the Tech Pack fees claim has also been rejected too...
  12. Hi again I have had a good look through and can't see anything obvious, the account information they have provided seems to relate to credit cards and the statement data is for the bank accounts so the two are quite separate. We were able to claim for the PPI on the bank overdraft but there was nothing on the Barclaycard so that info isn't really much help, I have checked through the statements for those dates too and there was a period of 3 months missing which covers the start of the Additions!! Typical. I don't know how useful it would be to request these now though as it will only show the payments i guess? Can we request proof that she signed anything to agree to the account? Thank you - H
  13. ok i will have a dig through - there is quite a bundle but we are only looking for a small time frame so shouldnt be too difficult. Fingers crossed... Thank you again - i'll report back
  14. Hi dx100uk. When you say the comms log do you mean the information they provided from the SAR? apologies for being unsure H
  15. So - (Ive done this on behalf of my best friend) She opened the account when she left school and started with a basic account as we all do. Then she was given the basic fee free overdraft, but at some point without her knowledge the account was upgraded to the Additions account. It was only when we were looking at the PPI claim that we realised what she had been charged for all these years, to explain - she knew she was paying a fee but thought this was what you had to pay for the overdraft as thats what she'd been told in branch when she'd been in to query a monthly charge. She was actually told that she needed this account in order to get the overdraft, and was also advised it was the right account for her. (these are the reasons she went into branch) The letter also says 'Barclays Tech pack' not complained about - yet we have complained about this! They dont seem to know what they are doing. I'm just annoyed because if they had evidence of her signing something then surely they would have sent that but they haven't.. Is that something worth asking for maybe? Or have they washed their hands? I really appreciate your help
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