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MBNA reduces serious PPI complaints to a parlour game - are they behaving illegally?


BrendaBach
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MBNA

 

I'm in the middle of a PPI claim (have been self-employed since 1995 but discovered I've been paying PPI on my credit card since I took out the card in 2003). Today, I had the most annoying letter, from MBNA, saying the following:

 

'You may recall that we recently wrote to you and requested that you complete and return a questionnaire to provide further information in relation to your PPI complaint. To date we have not received your questionnaire.

I have completed a review of the account based on the information we currently hold and am unable to uphold your complaint or issue a refund on the premiums you paid.

This is our final response to your complaint. If you remain dissatisfied you now have the right to refer your complaint to the Financial Ombudsman, which you must do within 6 months o the date of this letter. For more information about how to do this, please read the enclose Financial Ombudsman's leaflet. Their address is as follow:

 

[FO address]

Yours sincerely

Rachel Nixon'

 

This letter is astonishing and annoying as:

 

1) There is no telephone number to call them up about this letter.

 

2) In early-Jan, I started a PPI complaint against MNBA. I called them for some basic info and said I'd send them a filled out copy of a PPI form (which I found online via a BBC site). They said not to bother as they would fill one out for me. The inference was that this was a 'service', that they would speed up proceedings as they had all the facts and figures to hand. Stupidly, I trusted them. I actually waited around 10 days for the form to appear and all that was on it was my name and surname. No other data. So they had simply slowed the process down by ten days.

 

3) With the form was a letter, demanding that I fill out the form within 21 days, or the matter would be closed. I don't ever recall entering into a contract with MBNA saying I had to jump to their timetable. This was especially rich as they had wasted 10 days - and had, in fact, sent a follow-up letter, apologising for *their* delay in sending out necessary information. When the apology came, I assumed something else would be arriving in the post from them - it didn't.

 

4) As I was busy with work at the end of Jan, it wasn't until around the 20-day mark that I was able to get down to the form. I actually called them, first of all, for some data (the start date of my credit card contract). At that point, they had every opportunity to say the case was closed, due to some strange time limit they'd imposed without my permission. They did not.

 

5) I spent the best part of a working day looking through the questions on the form, then posted it to them.

 

6) On 23 January, I received the above letter, dated 15 January (when did post ever take that long to arrive?).

 

...I have never, in my life, come across what feels like such a blatant attempt to renege on responsibilities. This, coupled with a lack of reply address, gives me an even lower opinion of MBNA and their insurance companies. Am I within my rights to go back to them? I don't want to go to the FOS - I'm a busy person and would like a speedy resolution to this matter (I estimate MBNA owe me within the region of £4000. However, if there is no other option but to go to the FOS, is there anything I can say to the FOS about these frankly dodgy practices?

 

Brenda

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Sadly this is happening with ALL the banks.

 

You can of course reject the decision made by MBNA - if you want to do this, then I suggest you download the complaint form from the FOS website, complete it and return it to Ms Nixon and ask her to stop pussyfooting around and investigate your claim with due dligence. Perhaps head your accompanying letter with the heading OFFICIAL COMPLAINT.

 

Other than that you have 2 choices - FOS which is usually a long winded process or issuing your own claim through the courts.

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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If you read the interpretive calculations thread below sadly I think you could be in for the long haul and will be much much more angry at the end of this than when you started.

 

Your only way to get back from them what they owe is patience and a dont give up attitude. They are counting on you being busy and not putting the effort in. Its what they do.

 

FSA and FOS quite frankly need spoon feeding. They will believe the bank always over you. They are part of the establishment as is the bank.

 

I have been at this since last summer and its progressing slowly. I got the uphold as have many others. If you get the right redress is another matter entirely.

 

Hope this post isnt too negative. Just they want you to get miffed off and give up. They are upsetting you and winning. Cup of coffee time and mental note to oneself the way to get even and hurt them is by winning your claim by fair or foul.

 

You are at the start of a process that could take two years or more to resolve. They are playing on joe publics short attention span.

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http://www.consumeractiongroup.co.uk/forum/showthread.php?372400-MBNA-PPI-Award-“Interpretative”-Calculations&highlight=interpretive+calculations

 

Ken, I think you left this link out of your thread - it does indeed make for an interesting read !

Have we helped you ...?         Please Donate button to the Consumer Action Group

Uploading documents to CAG ** Instructions **

Looking for a draft letter? Use the CAG Library

Dealing with Customer Service Departments? - read the CAG Guide first

1: Making a PPI claim ? - Q & A's and spreadsheets for single premium policy - HERE

2: Take back control of your finances - Debt Diaries

3: Feel Bullied by Creditors or Debt Collectors? Read Here

4: Staying Calm About Debt  Read Here

5: Forum rules - These have been updated - Please Read

BCOBS

1: How can BCOBS protect you from your Banks unfair treatment

2: Does your Bank play fair - You can force your Bank to play Fair with you

3: Banking Conduct of Business Regulations - The Hidden Rules

4: BCOBS and Unfair Treatment - Common Examples of Banks Behaving Badly

5: Fair Treatment for Credit Card Holders and Borrowers - COBS

Advice & opinions given by citizenb are personal, are not endorsed by Consumer Action Group or Bank Action Group, and are offered informally, without prejudice & without liability. Your decisions and actions are your own, and should you be in any doubt, you are advised to seek the opinion of a qualified professional.

PLEASE DO NOT ASK ME TO GIVE ADVICE BY PM - IF YOU PROVIDE A LINK TO YOUR THREAD THEN I WILL BE HAPPY TO OFFER ADVICE THERE:D

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