Storecard PPI - Creation Finance

[claireb1983]

Hi,

 

I took out 2 store cards in 2001 which I finally paid off a couple of years ago. As everyone was talking about PPI I wrote to Creation questioning whether I had paid PPI and they confirmed that I have been paying PPI on both accounts. I asked them for a refund and they provided me with a copy of the CCA for each account and advised me that as the PPI box was ticked, it has not been missold to me.

 

The application forms were not completed by myself, and I definitely would not have agreed to PPI - I do not believe that I was given any information at the time regarding PPI so would not have been in a position to agree to it. The box for PPI 3D was ticked but not by me. I took out both of the storecards the day after I turned 18 (stupid I know).

 

The CCA that they have sent me are illegible so I cannot read what the cost of the PPI was and I am unaware how much I have actually paid. They said that it would have been on my statements but I no longer have them.

 

I have written back to creation asking them to reconsider and I am awaiting a reply.

 

Can I take this further if they say no again? I have been advised that in 2001 they were not under FOS juristriction so would this be game over?

 

Many thanks in advance

[ims21]

Hi

 

I would SAR them to get as much information as I could regarding statements etc.

 

From the statements that come back you can work out broadly what you are due back.

 

You should also complete a fos questionnaire and send that to them with a copy of a spreadsheet (your claim calculation) and a letter requesting the refund.

 

If you have already done a letter to them, wait and see what comes back. Don't give in at the first hurdle.

 

ims

[dx100uk]

you certainly have a claim

 

it might be an idea to SAR them as you are going to need all the statements to put in a properly

formed claim, rather than hoping creation will 'be nice' - they wont as they know you've not researched your rights etc.

 

see the CC PPI link in my sig below.

 

comeback here when you have all the statements.

 

dx

[claireb1983]

Hi ims21, thank you very much for such a quick reply

 

Yes it was the FOS questionaire that I originally completed and sent to them (I think). I have received a final response for each account declining my claim for a refund. The responses are identical to the word so must just be a standard response they issue.

 

I have now written back to them outlining that I did not complete the form or tick the box and that I was not given any information regarding the PPI - I did both in store and Im sure it was just a case of signing the form. The copies of the CCA's are so poor.

 

Thanks again

[claireb1983]

Hi dx100uk, thanks for your reply.

 

I will have a look at your links, thanks The final response I have received states that I would have paid £1.85 per month for each £100 outstanding but I will follow your advice and SAR them. Is it £10 per account?

[ims21]

Hi

 

If both accounts were with creation it is one SAR and one £10 payment

 

ims

[claireb1983]

yes, both with Creation. Great thanks, I will get this sent off tomorrow with a cheque

[dx100uk]

and i bet they'll pull the 6yrs stunt!

 

they are crafty buggers

 

dx

[freelance]

Keep at them - I got them to pay up on my PPI complaint a year before the judicial review, it took a year but they caved in eventually. They handled it appallingly, tried every trick in the book so don't give them an inch and just remember that as you have no debt left on the cards that every day they drag this out the 8% statutory interest they'll also have to pay you will keep racking up. Good luck

[claireb1983]

Keep at them - I got them to pay up on my PPI complaint a year before the judicial review, it took a year but they caved in eventually. They handled it appallingly, tried every trick in the book so don't give them an inch and just remember that as you have no debt left on the cards that every day they drag this out the 8% statutory interest they'll also have to pay you will keep racking up. Good luck

 

Thanks freelance, congrats on your win did you have a thread at the time? I would love to read about your experience with creation. Thanks for your reply.

[freelance]

I did start threads for some of my PPI complaints but I didn't update them really! It was such a maddening experience trying to get PPI back before the judicial review I think my posts would have put most people off trying! No reason not to try now though...........

 

I was going after Creation for both late fees and PPI.

 

I sent them an SAR and they immediately applied the £10 to my card which was already paid off like yours and put me £10 in credit - and then they did nothing else at all. They then claimed I'd never sent them an SAR and had just randomly sent a cheque to my own account. After a lot of prodding they claimed they couldn't locate my original application form (which had been filled out entirely by the girl in the shop) and sent me a blank application form for a completely different card. They then sent me a completely random selection of statements which is all they said they had on record for my account. After months of getting nowhere I went to the FOS who, at the time, couldn't do much and Creation had refused to supply details of the insurer - who the FOS had said they might be able to chase but I had to get the details myself. I went back to Creation, threatened them with the ICO for failing to to supply details of the PPI policy and insurer as part of the SAR. They replied by referring to their response to my SAR and then claiming I'd never sent them one, all in the same letter! After one final letter threatening the ICO and including copies of all correspondence between Creation and myself they then offered to refund the late fees and PPI premiums as a goodwill gesture. They added 8% as well but not quite how it should have been done, but to be honest I couldn't be bothered to chase them anymore, looking back at the paperwork it was actually almost 18months since I'd sent the SAR by this point!

 

I also managed to get my PPI back from Ikano (Habitat card) around the same time with a similar experience - they eventually tripped themselves up by doctoring a letter and forgetting they'd already sent me the original - goodwill gesture followed very quickly!

 

See what you get back in your SAR (which will be incomplete) and then come down on them like a ton of bricks making it clear that your will be reporting them to the ICO as well as the FOS. It might be worth noting that as you have done your SAR after your PPI complaint they should also be sending you details of your PPI complaint and their investigation into it as part of their response, including computer records - if they fail to do this it's proof if nothing else that they've failed to respond in full.

 

Also I'm not sure what the situation is with the FOS and store cards at the moment - some of the store cards wouldn't have been regulated so make sure you get the insurer/underwriter's details off the Creation as an alternative route and include those in any correspondence you have with the FOS if you end up referring your complaint to them. As part of the SAR Creation should be supplying details of any third parties they have dealt with on your account - that includes the insurer/underwriter for the PPI.

 

Finally, if you feel that they have failed to investigate your complaints properly (i.e. they've sent you standard responses which don't refer to your specific complaint) you can complain to them again despite the 'Final Response'. It may not get you any further but pointing out this additional failing, making it clear your next step is the FOS, does no harm.

 

Fingers crossed and remember you have absolutely nothing to lose

[claireb1983]

Hi Freelance,

 

It sounds like you had an awful time with it!! Well done for sticking at it and getting a result!

 

I have also had late fees from creation and mentioned this in my last letter to them. I cant remember how much they charged at the time for late payment fees. Like you say, the responses I received back were clearly template letters which is why I replied pointing out the specific reasons I feel that the PPI was miss-sold.

 

I cant believe that Ikano doctored a letter how shocking!!!

 

Creation have sent me a copy of the PPI policy document which states that the policy was with St Andrews Life Assurance plc and St Andrews Insurance plc. It also provides their address and the policy number.

 

Like you say, I'll see what I get back from the SAR and will take it from there. I also wonder whether they will respond to my follow up letters which I sent a couple of weeks ago by recorded delivery.

 

Many thanks again

[claireb1983]

So I am still awaiting a response to my SAR..

 

But I have received a reply to one of the follow up letters I sent (They are dealing with each account seperately so I sent the same letter to each investigator)

 

In my previous letter I had asked that they send me a Legible copy of the CCA, they have sent me the CCA's already but they are such bad copies that I cannot read any of the figures quoted for the PPI - I have even tried to read it with a magnifying glass but dont have a clue what it says.

 

The reply I have received says 'to reiterate, the cost of the cover is clearly visable on the copy of the application form enclosed with my previous response' - Errrrrrrm its not clearly visable, this is why I requested a LEGIBLE COPY

 

Do they have any responsibility to send a copy which is readable?

 

I have also noticed that whilst both of my CCA's are from 2001 they are slightly different in that one of them appears to have a space for a signature under the PPI boxes but this has not been signed. Should this have been signed also or do they feel it is good enough just to obtain a signature on the main form??

 

Many thanks again - this is so frustrating

[dx100uk]

await the sar reply

 

that will show ppi payments

 

dx

[claireb1983]

Thanks dx100uk - apologies, patience is not a strong point of mine

 

I have received a further response from Creation this morning and now I am confused about whether I have actually been paying PPI at all.

 

I have not yet received a reply to by SAR. However, one of the complaints advisors who dealt with my enquiry as provided me with some statements to show how the PPI was presented to me on one of my accounts. It mentions an 'insurance premium' on the first statement but nothing on the others?

 

statement date

25/09/2001

 

13 Sep - USC £193

13 Sep - 10% introductory offer - £19.30 CR

22 Sep - Cpp New Applications London - £12

25 Sep - Insurance premium - £1.83

 

Balance - £187.53

Minimum payment due - £9.37

To Reach us by - 17 Oct 2001

Total available to spend - £12.47

 

 

Statement date

24 Oct 2001

 

25 Sep - Balance from last statement - £187.53

12 Oct - Payment received, thank you - £40 CR

24 Oct - Service Charge at 2.2% per month - £5.76

 

Balance - £153.29

Minimum payment due - £7.66

To Reach us by 15 Nov 2001

Total available to spend £46.71

 

Then all future stateements are the same as the above and do not mention insurance. Does this mean that all I paid on this account was £1.83?

 

Thanks and apologies if I am being really thick!!

[claireb1983]

Is anyone able to clarify this for me please? Thanks again

[dx100uk]

well there are two then

cpp credit protection plan [external company - use our search top right - you can get that back from CPP]

 

ins premium

 

that'll be ppi

 

await the sar

 

dx

[claireb1983]

Thanks dx100uk - Yes I will await the SAR but they have sent me a couple of years worth of statements and the insurance premium and Cpp only appear on the first statement.

[dx100uk]

i would suspect you'll have cpp every year on the same date.

 

dx

[claireb1983]

Thanks again, I havent paid it each year going by the statements I have received. However, I will have a read about CPP and await my SAR - Thanks for all your help

[jennyromans]

Hi everyone

 

Has anyone got an address to write to Creation please to get the relevant information as I had a store card with them a few years ago and feel pretty sure that I would have been paying PPI on it at the time, but I can't find an address to write to.

 

Can anyone help please?

 

Many thanks

 

Jenny

[ims21]

Hi everyone

 

Has anyone got an address to write to Creation please to get the relevant information as I had a store card with them a few years ago and feel pretty sure that I would have been paying PPI on it at the time, but I can't find an address to write to.

 

Can anyone help please?

 

Many thanks

 

Jenny

 

SAR requests can go to

 

Creation Financial Services Limited. Registered office: Chadwick House, Blenheim Court, Solihull B91 2AA

 

ims

[claireb1983]

Hi Jenny,

 

Yea the address the letters I have received have came from that posted by Ims

 

Good luck

[jennyromans]

Hi

 

Many thanks for your help, will write to the above address - fingers crossed!!

 

Thanks Jenny

[claireb1983]

I received my SAR today...two huge packs of statements and I also received a further letter from creation in relation to charges on one of the accounts. They have said that they will refund me £144 plus interest at the rate of 8% = £10.32. I raised a query regarding charges on both accounts and am still awaiting a response regarding the other account.

 

Even though I have received all of my statements I still dont have a clue how much I have paid in PPI. The statements are clear as mud to me.

 

From Dec 2001 - June 2002 PPI is clearly included on my statements as 'insurance premium' and ranges from £3.73 to £4.52 per month.

 

However, from July 2002 onwards 'insurance premium' is no longer listed on my statements nor is the intrerest or anything else. From this date onwards the only information on the statements is as below;

 

20JUL02

BALANCE - £471.90

£101.59

£82.11

12 AUG 02

 

20AUG02

9AUG - PAYMENT RECEIVED £250.00CR

BALANCE £221.90

£11.09

11 SEP 02

 

19SEPT02

BALANCE £221.90

£21.63

£11.09

11 OCT 02

 

19OCT02

BALANCE £221.90

£31.64

£21.63

11 NOV 02

 

20NOV02

PAYMENT RECEIVED £100.00CR

BALANCE £121.90

£6.09

12 DEC 02

 

19DEC02

BALANCE £121.90

£11.88

£6.09

10 JAN 03

 

21JAN03

BALANCE £121.90

£17.38

£11.88

12 FEB 03

 

19FEB03

BALANCE £121.90

£22.60

£17.38

13 MAR 03

 

20MAR03

PAYMENT RECEIVED £21.90CR

BALANCE £100.00

£5.00

11 APR 03

 

21APR03

BALANCE £100.00

£10.00

£5.00

13 MAY 03

 

21MAY03

PAYMENT RECEIVED £50.00CR

BALANCE £50.00

£5.00

12 JUN 03

 

21JUN 03

BALANCE £50.00

£10.00

£5.00

14 JUL 03

 

21JUL03

BALANCE £50.00

£15.00

£10.00

12 AUG 03

 

19AUG03

BALANCE £50.00

£20.00

£15.00

10 SEP 03

 

18SEP03

BALANCE £50.00

£25.00

£20.00

10 OCT O3

 

20OCT03

BALANCE £50.00

£30.00

£25.00

11 NOV 03

 

19NOV03

BALANCE £50.00

£35.00

£30.00

11 DEC 03

 

18DEC03

DELINQUENCY CHARGE OFF £50.00CR

BALANCE £50.00

£50.00

£50.00

09 JAN 04

 

Can someone please advise me what the figures listed below the balance will be? I gather one will be a minimum payment?..what will the other figure be?

 

Also does anyone know what a delinquency charge is and why the statements may have stopped showing the interest, ppi etc?

 

Many Thanks