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    • Amex as with any creditor must help you the FOS should go with you and make them remove all interest charged from the very 1st time of asking for help. the FCA regulations actually almost dictate it, they most certainly clearly state that if the are FCA registered they must help.   it's very telling they have no marked your credit file....almost as if they know they are wrong. it's also telling that an irresponsible lending complaint might well be in order hear too, they can just keep upping the credit limit without checking you can pay. and ofcourse covid plays its part here and they've already admitted as they allowed payments holidays until october in line with the rest of the industry and they should be continuing that. you problem is you keep using the phone, no paperwork no record of things discussed. i'd get an SAR off to them. and get the comms/account log and all the statements from day one and go nail them.
    • Hello CAG, Bit of a long post, may want to get a cuppa before starting reading... 😁   after being a lurker for many years and trying never to get into a mess with credit cards like i did 20 years ago, i've got myself into a mess with Amex... I've tried being open and honest with them, but now getting the feeling they are messing me around.    Its not a chargecard, but a Nectar Credit Card with them. TAKEN out 2016. Balance is just under £15k as of today, was almost at £17k.  Debt still owed by Amex, not been sent to NCO/Arrow etc - YET...    Background (short version): Was all fine with more than min. payment (£500 or so), being made until April 2020 when a number of things reduced my monthly salary from work (mainly, take a pay cut or be made redundant), so I soon quickly realised i needed to tighten my belt quickly. Phoned Amex, advisor said nothing they could do except Payment Holiday. Was put onto that for 3 months, told that Amex will be in touch at the end to restart payments. I asked about interest being stopped/frozen/reduced - not possible. So agreed to payment holiday to give me breathing space. 3 months came and went, no contact from Amex... No payments made, interest still racking up at around £300 a month...    Rang Amex back (July 2020), we cant do anything today because your in the middle of the statement cycle call back next week. Called back week after, no solution yet (i asked about things i seen on Amex US website = Regain program - basically freeze card, lower interest rate and pay a set amount for 12 months - more about this later) > Not available in UK yet.   Want to stay on payment holiday Mister B? I asked if there was any way interest could be stopped as this is making the balance increase and increase. No. Do you want to stay on Payment Holiday? Ok. (Bear in mind, if i came off Payment holiday. Minimum Payment was around £570 per month.  So, stayed on payment holiday... Didnt hear anything from Amex again. Called back up in September 2020. Please call back in October after 10th and we can assist.   Called back after October 10, went through loads of stuff, different options etc, was warned that Payment Holiday might not be extended much longer, but now have a program. Worked out with Amex woman that i could pay around £200 per month. But please stop interest - no we cant but we can reduce this down to 9.9APR instead of 23%... . Amex woman said she needed to submit details to 'Seniors' at Amex, please call back next week for update.   Called back week after, advised that first Amex woman was wrong and had made mistakes, shouldn't have told me what she had told me, £200 is too low, minimum would be £389 per month for 12 months or account will default. Told Amex woman 2 that couldn't afford it, went through this last time, etc etc. Amex woman 2 went off, came back, £329.74 is minimum they can possibly accept, 12 months at that amount per month and interest would be lowered, but not stopped. If you dont take out this 'Program' then account will default and will be passed to NCO or Arrow (I hate them both).  Went off, tried to get loans etc, all refused. Rang Amex back, reluctantly agreed so i can keep credit rating at 'good'.  So, been paying since Nov 2021 @ £329.74.    Letter arrived in December - due to out mess up with moving accounts around whilst on payment holiday, we are going to give you £3074 back. Logged into account, only £30.74 refunded, not £3074. Phoned Amex cos thought it was a joke/mistake - Spoke to some bloke - Oh dont worry, the rest will be applied to account automatically in 7 days. he advised was genuine but then got cut off during call. Called back, spoke to some other bloke, yes, looks genuine but please hold... Came back 10 minutes later. Oh, its a mis-print, you are not the only customer to receive one of these. Each should have been £30.74 not £3074. Me = Gutted.    Wrote a letter to Amex saying how dissatisfied i was with general customer service and felt they were incompetent, blah blah etc. Final response received, Complaint partially upheld, heres £150 credit because we were a bit silly, but thats it. IF your still not happy, go to FOS. Opened a case with FOS... Have sent them the complaint letter to them and have had a call from them about this... FOS are backlogged though and will take another 3 months for complaint to be looked at by them.   Let me make this 100% clear, fully admit to owning the debt, yep, ive spent this money (wish I knew what on, cos having got much to show from it - just general stuff and holidays)... Not trying to shirk out of it, trying my best to keep up with re-payments but im really struggling. After I got paid on 1st April, after paying all outgoings i had £9.83 left in current account so am having to go into overdraft each month which is just a vicious circle.  I would really like to NOT have to down the default route and trash my credit rating and then have to deal with the morons at NCO / Arrow etc.    Meanwhile, this is where I need the advice of the CAG experts... - Credit Limit increases... These were coming every few months and it was just being upped and upped and upped. Credit limit eventually was stopped at £15,400. Some of the increases I never even received letter for, just noticed when I logged into account. >>>> Would this be a case for irresponsible lending?   - Stopping interest - I've read something on FCA site that they recommend (not policy) that if a customer is put onto a payment holiday then they recommend freezing interest for customer so the debt doesn't continue to build. I've asked time and time again, Amex just refuse.  >>>> Any tips on how to get Amex to play ball?    - Full & Final/Short settlement I've rung Amex today, told them I might be able to pay it off. Initially they said full balance, i then pushed, they then said they would accept 80% of balance, pushed them a bit more, got it down to 70%. >>> Surprised, and then very surprised they would accept 70%, anyone else think this is a bit odd? Normally they wont budge, or they wont budge from their first offer... Could their be something wrong on account (missing CCA etc?), or do they want rid of me and account as much as I do with them?   - Cant really keep going at these £329.74 repayments. Something is going to have to give somewhere. I believe they wont go any lower and they will just default it i send £100 instead of £329 and send it out to NCO/Arrow. This might not be a too bad thing though because this would stop the interest right? Anyone thoughts on this?    Anyone think of anything else I could try with them? Again, its still with Amex, not defaulted or anything yet, yep, its all my own fault, i've spent the money, dont deny that, just feel Amex have took advantage etc.   Many thanks for reading. Any advice is greatly appreciated.   Kr, Mista B.     
    • Ok so we have complained to HMRC but were still no further forward with getting the P45/P60. We need this as DVLA has said they need more proof of who he is before giving him a provisional license.  What more can l do. 
    • Hi All   just looking for some advice. I bought a used Porsche Boxster from one of Marshall motor group’s Audi dealers (can I name them?) recently and was assured that it received a major service in October 2020 in line with the manufacturers requirements. The service book confirms this. The dealer also told me on the phone that they have a 6 month rule with any mot or service being done if due within this period which assured me when making an offer over the phone on the car that it wouldn’t need anything doing for a while as I recall saying that.   However, digging through the receipts post delivery I saw that the service was in fact minor and after calling the specialist who serviced it in Oct both they (Sheepishly) and the invoice confirmed that the car did not receive new spark plugs, an air filter, brake fluid replacement or a new fan belt which have now all fallen due and hence the major service due warning light. Had I not investigated this then the car would have potentially gone another 4 years, so 8 in total without some of these items being done.   i emailed the salesman to ask what they would propose to do. The matter is complicated by my living 450 miles away in Scotland, and 200 from their nearest branch, a Mercedes dealer in the Lake District, so I suggested getting my cheapest local specialist to do the works that have fallen due, however I have received no response.   Whilst I am still within my 30 days i don’t want to reject the car, which is otherwise perfect, but the fact remains that the Audi 150 point check only asks for upcoming mot’s to be checked and not services and surely you wouldn’t buy an approved used car and expect to have the service light come on 2 weeks later and have to spend almost £500 putting it right.   i would really appreciate some advice on next steps and perhaps who to escalate this to. Meantime the car is booked in for 2 weeks time to get the work done at the cheapest reputable place I could find.   Many, many thanks in advance
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I had a Next Directory account opened in 1991 in which was paid off in full in 2004 and closed.

 

On checking my old statements it has come to my notice that their are various monthly PPI amounts deducted (£1,244 in total)

in which I cannot locate any agreement to or ever signing anything.

 

I sent the standard template letter with payment requesting Credit Agreement details etc.

 

I received a response from Next advising that when the account was opened a pack was sent

to me explaining that PPI was automatically added and would appear on the 2nd statement.

I was also invited to write to Next to advise if it was not necessary and how it could be cancelled.

 

Therefore it was not their responsibilty for suitability of said policy as they were not regulated at the time.

 

They also go onto say in the case of Next Directory consent is not given in the credit agreement

but is contained within the T & C's which appear in the Directory

and on the website and cannot confirm how the account was opened due to length of time ?

 

Next say that they do not need my consent to share information with such agencies as this would be addressed by agreeing to T & C's when placing orders.

 

Finally they are unable to provide a copy of a signed agreement

and that by law they do not have to anyway

but have sent a blank copy of Credit Agreement and final statement of account details.

 

I have today received a further letter from Next advising that I contact the policy administrator First Assist re PPI complaint,

who I called and they advised that it is Next's responsibilty for mis-selling ( as it was sold by Next) and not theirs ?

 

Now my questions are obviously what do I do next ?

 

Do I pursue First Assist / underwriters if regulated ?

 

If underwriters how can I find who they are ?

 

Also do I still submit a SAR to Next

or am I wasting good money ?

 

Any advice would be very much appreciated.

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if next have said in writing that PPI was added automatically without you input

then that's a clear case of mis-selling.

 

next ARE your target.

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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if next have said in writing that PPI was added automatically without you input

then that's a clear case of mis-selling.

 

next ARE your target.

 

dx

 

Thanks DX

 

Just to give you update I called First Assist who kindly advised that Next Retail Ltd sold the policy ( but they were not regulated at the time) and First Assist were only administrators for the policy.

 

They also advised that Next would be responsible for accounts, issuing documentation etc to the customer so I will have to go back to Next with the mis-selling complaint.

 

I decided to email the CEO at Next and this morning received a reply.

 

They are again denying mis-selling but explained that the insurance was added automatically and that they would have sent copies of T & C's for cover advising that I could cancel within first 3 months of payments. Therefore the onus was put on the customer to cancel it if it was not necessary. I requested a copy of said agreement and they advised that their is no PPI information mentioned as it was a separate service ???

 

They finally advised that Underwriters at the time were Phoenix Assurance now Groupama and Next provided contact details. They also suggested that I seek legal advice and that they would be happy to liase with.

 

Sorry to sound stupid but what do I do next ?

 

Shall I request a SAR from Next ? Shall I contact Groupama for policy details ?

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as post 3

if next are saying in B&W it was added auto

then they are your target.

 

they cannot add PPI automatically as per the FOS etc

 

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites
as post 3

if next are saying in B&W it was added auto

then they are your target.

 

they cannot add PPI automatically as per the FOS etc

 

 

dx

 

Thanks dx for your reply.

 

Comments noted but Next are saying that they were not regulated at time of sale and not subject to the jurisdiction of FOS, so no rules and regulations apply in this instance ?

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well the ABi code was around before GISC but not sure when.

 

I wonder what a quick call to the FOS might throw up?

 

its certainly very wrong for any firm to have made and state

that PPI was added routinely without any customer approval

 

and if they didn't cancel

is gives them the green light to carry on.

 

interesting case.

 

and then to put that in B&W too

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites
well the ABi code was around before GISC but not sure when.

 

I wonder what a quick call to the FOS might throw up?

 

its certainly very wrong for any firm to have made and state

that PPI was added routinely without any customer approval

 

and if they didn't cancel

is gives them the green light to carry on.

 

interesting case.

 

and then to put that in B&W too

 

dx

 

Thanks again for your reply.

 

Will give FOS a call and see what they say. Will probably suggest contacting the Underwriter as they would have been regulated or I know Groupama are as I read something on this site about them.

 

Should I still go back to Next in the meantime again disputing their findings ?

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Dx here is a copy of Next response :-

 

13 March 2014

 

Our Ref: ............

 

Dear XXXXX

 

Thank you for taking the time to contact Lord Wolfson. He’s asked me to look into things and reply to your email on his behalf.

 

I'm sorry for any confusion caused by the letter sent by my colleague. I do need to confirm that First Assist will only be able to help you if you have a complaint about the administration of the policy. If your complaint is about how it was set up, they will confirm that Next is responsible for the sale of the cover, as mentioned in our letter.

 

I understand you've requested that the Payment Protection premiums you've paid, be refunded. We certainly recognise that you are a loyal Next customer and would never want you to be left feeling disappointed. So I hope you'll accept my personal apologies for the inconvenience you've been caused by all this.

 

I know Jackie’s already explained this, but I just wanted to clarify that in December 1991, the insurance was added to accounts automatically. However we did then send you a copy of the Terms and Conditions for the cover, and confirmed you could cancel it within the first 3 months if you felt it wasn't suitable, for a full refund. It was then the customer's responsibility to ensure the cover was appropriate for their needs, or to cancel it if at anytime they felt it was not.

 

I understand you requested a copy of the credit agreement for your account as you wanted to check information about the Payment Protection policy. I need to let you know that it’s not mentioned in the agreement, as it was a separate service. However, I have attached a copy as requested.

 

I can confirm that at the time the insurance began on your account until 31 May 2006, the underwriters were Phoenix Assurance - although it is now Groupama Insurances. I've supplied the address we have for both companies below.

 

Phoenix Assurance Plc Groupama Insurances

Policyholder Services 6th Floor

PO Box 30 One America Square

Liverpool 17 Crosswall, London

L69 3HS EC3N 2LB

 

Sometimes we need to make difficult decisions, and I'm afraid that in this case, it remains unchanged. I appreciate you won't be happy with this. But if you do wish to pursue this matter, I would suggest you seek legal advice. We will be happy to liaise with any authorised third party. And I am grateful to you for giving me the chance to look into this and explain our position again.

 

With kind regards

 

Tina Robinson

Complaint Resolution Management Team

 

Regards

 

Bazza

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so you didn't sign for it

didn't want it

didn't know about

but they auto charged every customer regardless...

 

incredible!

 

dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites
so you didn't sign for it

didn't want it

didn't know about

but they auto charged every customer regardless...

 

incredible!

 

dx

 

Yes I know hence why I went to the CEO at Next and they have even admitted in writing that it was automated and PPI was not even mentioned in the Credit Agreement !

 

I will have to speak to FOS as suggested but my main concern is regarding regulation. Fell determined with this one but on reviewing forum looks like this is the norm and no successes :x

 

Is there any other option do you think ? Not too confident with FOS at moment on other issues. The account was paid off in 2005 and zero balance, but was charged PPI from December 1991 till then totalling £1,243.57.

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  • 2 weeks later...
Yes I know hence why I went to the CEO at Next and they have even admitted in writing that it was automated and PPI was not even mentioned in the Credit Agreement !

 

I will have to speak to FOS as suggested but my main concern is regarding regulation. Fell determined with this one but on reviewing forum looks like this is the norm and no successes :x

 

Is there any other option do you think ? Not too confident with FOS at moment on other issues. The account was paid off in 2005 and zero balance, but was charged PPI from December 1991 till then totalling £1,243.57.

 

Just an up-date for anyone interested.

 

Spoke to FOS who suggested Underwriter route and

 

today received a standard fob off letter from Ageas / Groupama denying any responsibility

but just say that First Assist were responsible for the administration of PPI

and Next were responsible for the selling.

 

They don't say nothing else apart from this is their final decision and have 6 months to go to FOS if unhappy.

 

Should I go back to Ageas dis-agreeing with their decision as they have not responded to my comments stated in my letter or do I go back to First Assist ?

 

Any help what to do next would be appreciated

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  • 1 month later...

Baz

 

I have just gone back to the FOS because l had a fob off from Ageas as well.

 

I did SAR Next about 3 years ago and they could not even provide any PPI documentation,

 

l asked when l had requested it and they tried to say l had asked for it in a store.

 

All they keep saying is that no one was responsible for selling it, but it wasn't ever sold, it was just added to the account.

I paid off my account some time ago.

 

It seems amazing they can get away with it, l am thinking of issuing a letter before action.

 

Cups

 

 

 

 

Just an up-date for anyone interested. Spoke to FOS who suggested Underwriter route and today received a standard fob off letter from Ageas / Groupama denying any responsibility but just say that First Assist were responsible for the administration of PPI and Next were responsible for the selling.

 

They don't say nothing else apart from this is their final decision and have 6 months to go to FOS if unhappy.

 

Should I go back to Ageas dis-agreeing with their decision as they have not responded to my comments stated in my letter or do I go back to First Assist ?

 

Any help what to do next would be appreciated

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Baz

 

I have just gone back to the FOS because l had a fob off from Ageas as well.

 

I did SAR Next about 3 years ago and they could not even provide any PPI documentation,

 

l asked when l had requested it and they tried to say l had asked for it in a store.

 

All they keep saying is that no one was responsible for selling it, but it wasn't ever sold, it was just added to the account.

I paid off my account some time ago.

 

It seems amazing they can get away with it, l am thinking of issuing a letter before action.

 

Cups

 

Cheers Cups and keep me posted.

 

Mine is in the hands of FOS now as getting nowhere fast with Underwriters / First Assist.

 

Will keep up-dated with any developements.

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  • 4 weeks later...

[

 

 

 

 

Hi

Mine still with FOS but with Ageas, nothing heard for a while, will update you when l hear from them,

Cups

 

 

QUOTE=Baz1994;4524735]Cheers Cups and keep me posted.

 

 

 

 

 

Mine is in the hands of FOS now as getting nowhere fast with Underwriters / First Assist.

 

Will keep up-dated with any developements.

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[

 

 

 

 

Hi

Mine still with FOS but with Ageas, nothing heard for a while, will update you when l hear from them,

Cups

 

 

QUOTE=Baz1994;4524735]Cheers Cups and keep me posted.

 

 

 

 

 

Mine is in the hands of FOS now as getting nowhere fast with Underwriters / First Assist.

 

Will keep up-dated with any developements.

 

Yes I'm in the same boat, mine still with FOS / Ageas - had an up-date last week saying that they were still investigating.

 

Will let you know if I hear anything further.

 

g/l :wink:

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  • 1 month later...

Hi, really interested to read your thread as I've had my account since 1990 and only cancelled the PPI about 2 years ago!

 

Have you had any joy with progressing your claim, it really is a case of sustained daylight robbery!

 

Thanks

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Hi, really interested to read your thread as I've had my account since 1990 and only cancelled the PPI about 2 years ago!

 

Have you had any joy with progressing your claim, it really is a case of sustained daylight robbery!

 

Thanks

 

Not at the moment as claim still with FOS / Ageas, so who knows how long I will have to wait for a decision :x

 

Next Directory didn't want to know but suggested underwriters who then denied all responsibility but as they were regulated at the time, I had to pass it to FOS for their investigation.

 

Will keep you posted of any further developments.

 

Cheers g/l

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  • 4 weeks later...

Hi

Just spoke to FOS, they say they are in talks with Ageas / Next and the other company about this matter. Said it was all about who was responsible for the mess. I did explain that Lord Wolfson had committed to paper that the PPI had just been added to the account, so there was no selling if PPI it was just added without any consideration to a person's circumstances or consent.

FOS said they are dealing with it

Cups

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Hi

Just spoke to FOS, they say they are in talks with Ageas / Next and the other company about this matter. Said it was all about who was responsible for the mess. I did explain that Lord Wolfson had committed to paper that the PPI had just been added to the account, so there was no selling if PPI it was just added without any consideration to a person's circumstances or consent.

FOS said they are dealing with it

Cups

 

Thanks for the up-date cups and I also gave them a call today re mine - said exactly the same to me and that they would let me know as soon as possible.

 

Cheers

 

Baz

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  • 3 months later...

Just an up-date to say that claim still with FOS but did receive a correspondence at the end of July stating that they would respond in details by December 2014.

 

So in the meantime I contacted Next again and asked for any policy details and confirmation of any financial relationship with administrator and Underwriters.

 

Well I today received a copy of the Master Policy and confirmation of the policy number. It also clearly states that the policyholder Next are to declare every month to the Insurer / Underwriters premiums received and refunded and shall pay to Underwriters the net premium and IPT due after deduction of commission.

 

They also stated that policy administrators First Assist received remuneration from Underwriters / Insurer and the policy issue and insurance premium collection was carried out by Next.

 

So as Next plc were not regulated at the time of sale but Underwriters were, does the above confirm a financial relationship between all parties involved ? Is there anything else that I should be asking or to whom should I be addressing further requests ?

 

Thanks

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  • 4 weeks later...

That is interesting, the FOS seemed to think that it was being sorted out soon.

I found my own original statements and when l opened the account there was no PPI it was added later on without my authorisation, l would not have asked for it.

Cups

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