Lloyds can't get this right where do we stand/go from here?

[N1son 1]

around 3 months ago my partner rang Lloyds about a loan account asking if it had ppi - we had no paperwork from the original loan - she was told yes it did and would she like to make a claim. She said yes, was transferred to another department who asked several questions and then told her the claim was now in progress.

 

We then got a letter telling us the loan didn't have ppi and the claim was rejected! She phoned to ask why they had told her it did and was told that it was an error and that it did have ppi and the claim was reinstated.

 

About 4 weeks ago she rang to chase the claim and was again told it didn't have ppi, she asked for a manager and eventually spoke to one who told her she wasn't the primary account holder and they couldn't discuss with her. I then spoke to the manager who told me yes it did have ppi very sorry for problems and claim would have to be made again.

 

I submitted a claim in writing (standard template) and received a letter telling me there was no ppi on the loan and my claim was rejected.

 

Any suggestions other than calling the overseas call centre to go round in circles of misunderstanding and frustration??

[ims21 4,046]

SAR them and include a line that says it is to include copies of all and any agreements you have ever had with them.

[BRIGADIER2JCS 3,029]

GET FOS involved NOW!!!

[N1son 1]

GET FOS involved NOW!!!

 

This was our first reaction but as we don't know if we had ppi or not on the loan wouldn't the fos just dismiss any correspondence?

[N1son 1]

SAR them and include a line that says it is to include copies of all and any agreements you have ever had with them.

 

If we cant recall all account numbers we've had with them (banked with them for over 20yrs before we dropped them) would they be honest and include all information they held even if we only supplied one account number?

[BRIGADIER2JCS 3,029]

Go in with Lloyds prevarications eg yes PPI no PPI incompetance if you need help with it alert me click ! trangle and ask.

[N1son 1]

triangle says report post?

[BRIGADIER2JCS 3,029]

A SAR requires them to divulge all data on all accounts you have held with them, give as much data as poss, previous addresses etc.

[N1son 1]

A SAR requires them to divulge all data on all accounts you have held with them, give as much data as poss, previous addresses etc.

 

OK on it now thanks thanks both !

[BRIGADIER2JCS 3,029]

Reported posts will be picked up if you mark for attn of xxxx

[N1son 1]

Do we have to do individual or can we do a joint application - we had sole and joint accounts/loans etc with them ?

[BRIGADIER2JCS 3,029]

Ok all joint accounts with the same lender 1 SAR

all individual accounts with the same lender 1 SAR each account holder.

I have tried combined all accounts SARs for others but to no avail.

[citizenB 10,186]

It might have been a joint loan, but almost certainly the PPI only covered the first named person.. as most borrowers would not have noticed this, it is one reason for mis selling.