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Old 2nd Sep 2013, 12:23   #1
sandy10
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PPI

Hi,

Have had a credit card with Marbles for several years - unused for a number of years which had a very small credit balance (literally pence).

Made a PPI claim in December 2012 - was told by a very miserable call centre lady I had "never had PPI etc, but would look into it" so was a little disappointed, but forgot all about it.

Received NO correspondence in the ensuing months.

My June 2013 statement arrived with a credit balance of 815.78 with a number of sums, for "Premium Refund", "APR Refund" and "Transaction Transfer". Delighted, I had them transfer this into my Bank Account.

My July 2013 statement arrived (should of been zero) but had a 131.45 DEBIT balance against "PPI Cheque". I rang them and having gone back and forth for several days, finally spoke to someone in the Bank of Scotland PPI team who advised there had been an error and I should of received some cheques.

He said they would be in the post, and an additional one for 30 for inconvenience.

I received the cheques - totalled 814.78. Delighted I paid these into my bank - assuming these were also owing to me.

However, my August 2013 statement arrived, with a DEBIT of 814.78 DEBIT (value of the PPI cheques sent in July).

I have been ringing them every other day, finally someone twigged I was paid twice in error.

I've been told a million stories - one of which was it will be written off as an error, but another who said I will be liable for it.

I've still not received ONE letter or Call, it's always me calling them.

I now have a Debit CC balance when it was all clear.

Should I dig my heels in? I don't want to get a bad balance recored.

Might give Ann Robinson a call!
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Old 2nd Sep 2013, 12:25   #2
httk
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I don't think they're gonna let you get but lots of 800, surely one is enough?
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Old 2nd Sep 2013, 12:27   #3
Luci
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You'll soon get letters and calls if you don't make at least the minimum payment of that balance!
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Old 2nd Sep 2013, 12:28   #4
sandy10
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Agreed, but I was never given any correspondence as to how much is owing - I understand you're supposed to get an offer to accept / contest.

For all I knew, this was owing to me - a banking organisation of that size should have administrative systems to trace outgoing payments!
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Old 2nd Sep 2013, 12:30   #5
sandy10
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Originally Posted by Luci View Post
You'll soon get letters and calls if you don't make at least the minimum payment of that balance!
I might pay the 8 minimum to buy me another 6 weeks of wasted, senseless phonecalls to a Manila-based call centre where the operative has all the linguistic capabilities of Manny Pacquaio's gloves.
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Old 2nd Sep 2013, 12:38   #6
holymonk
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I wouldnt pay anything, unless you're in a business where you need your credit rating kept clean to operate.

At the end of the day, regardless if you have to give the money back, they will have to fix your credit rating as the initial error is on their part, not yours.

I would start off with a complaint and escalate if necessary.

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Old 2nd Sep 2013, 12:45   #7
Luci
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Try a letter detailing what's happened. I find the old snailmail tends to get more things done than phonecalls, plus then you have a record of what has been said.
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Old 2nd Sep 2013, 12:58   #8
Halfmad
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Guardian Money section, they love this sort of thing
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Old 2nd Sep 2013, 13:00   #9
sandy10
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Quote:
Originally Posted by holymonk View Post
I wouldnt pay anything, unless you're in a business where you need your credit rating kept clean to operate.

At the end of the day, regardless if you have to give the money back, they will have to fix your credit rating as the initial error is on their part, not yours.

I would start off with a complaint and escalate if necessary.
I've really tried but it's hard when they're a UK based credit card, but the PPI claim is handled by an overseas call centre.

I have absolutely no confidence that anything is being done.
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Old 2nd Sep 2013, 13:06   #10
Munkeh
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What would you like to be done? I doubt they will clear the debt on the CC, you should be able to another distress and inconvenience payout though. You should be able to get through to one of the call escalation teams who investigate what has happened, try calling the main HBOS PPI line as they deal with the Aqua cards.
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Old 2nd Sep 2013, 13:08   #11
sandy10
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What would you like to be done? I doubt they will clear the debt on the CC, you should be able to another distress and inconvenience payout though. You should be able to get through to one of the call escalation teams who investigate what has happened, try calling the main HBOS PPI line as they deal with the Aqua cards.
I'd like some confidence in knowing something is being done, and that someone is prepared to take responsibility for the error.
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Old 2nd Sep 2013, 13:13   #12
Munkeh
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Ultimately, if you are not getting anywhere with Manilla, just threaten to take the complaint to FOS. It costs the bank about the same as your payment for each FOS case. I would clear the balance first though, just in case they rule against you and you'll be stuck for the charges etc.
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Old 2nd Sep 2013, 13:16   #13
sandy10
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Originally Posted by Munkeh View Post
Ultimately, if you are not getting anywhere with Manilla, just threaten to take the complaint to FOS. It costs the bank about the same as your payment for each FOS case. I would clear the balance first though, just in case they rule against you and you'll be stuck for the charges etc.
If I clear the balance, I might end up 800 worse off!
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Old 2nd Sep 2013, 13:21   #14
Munkeh
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If i understand you right, You won't up end up 800 worse off, just only 800 better off! Although I see where you are coming from. Ultimately you can risk it, and see what happens.
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Old 2nd Sep 2013, 13:28   #15
sandy10
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If i understand you right, You won't up end up 800 worse off, just only 800 better off! Although I see where you are coming from. Ultimately you can risk it, and see what happens.
Currently I'm 1,600 "up" due to error, but they're attempting to claw 800 back
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Old 2nd Sep 2013, 13:28   #16
krooton
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Originally Posted by sandy10 View Post
Hi,

Have had a credit card with Marbles for several years - unused for a number of years which had a very small credit balance (literally pence).

Made a PPI claim in December 2012 - was told by a very miserable call centre lady I had "never had PPI etc, but would look into it" so was a little disappointed, but forgot all about it.
Hang on, so you made a PPI claim, but you knew you hadn't taken out PPI?

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Old 2nd Sep 2013, 13:30   #17
holymonk
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Quote:
Originally Posted by Munkeh View Post
Ultimately, if you are not getting anywhere with Manilla, just threaten to take the complaint to FOS. It costs the bank about the same as your payment for each FOS case. I would clear the balance first though, just in case they rule against you and you'll be stuck for the charges etc.
Don't do this just yet, you need to raise a complaint with the bank DIRECTLY, list all the grievances you had with them, the time and money spent on calls, conflicting information, the stress and inconvenience caused to you (have you checked your credit score?).

I would put it to them that its their error and they are not "treating you fairly", request that the monies are re-credited to your account.

Ensure you send the letter recorded delivery or you can complain over the phone the banks HAVE to acknowledge this.

The bank then has 28 days to respond to your complaint, or 56 days if they write a holding letter to you explaining why they have not resolved the complaint.

If they satisfy the complaint or meet you half way and you accept, then its sorted.

If you aren't happy you can escalate at this stage ONLY to the FOS who will look at the complaint and make a decision.

Its important to note that every complaint that ends up with FOS costs the bank approx 300 just for the referral... so banks are eager to avoid this when possible.

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Old 2nd Sep 2013, 13:32   #18
Westyfield2
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You made a PPI claim but didn't actually have PPI? If even if you were silly enough to not read the T&Cs of the finance product when you took it out and didn't know you had PPI (which is of-course you're fault for signing without reading), surely you actually bothered to read them now before claiming that you were mis-sold?

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Old 2nd Sep 2013, 13:34   #19
holymonk
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You made a PPI claim but didn't actually have PPI? If even if you were silly enough to not read the T&Cs of the finance product when you took it out and didn't know you had PPI (which is of-course you're fault for signing without reading), surely you actually bothered to read them now before claiming that you were mis-sold?
My mum just got 4500 back in PPI, she was expecting 300.

Its not always clear if you have PPI on the account or not by looking at the bank statements... sometimes its tied into the interest rates.

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Old 2nd Sep 2013, 13:34   #20
atpbx
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Hang on, so you made a PPI claim, but you knew you hadn't taken out PPI?
No he made an inquiry.
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Old 2nd Sep 2013, 13:36   #21
holymonk
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Originally Posted by Westyfield2 View Post
You made a PPI claim but didn't actually have PPI? If even if you were silly enough to not read the T&Cs of the finance product when you took it out and didn't know you had PPI (which is of-course you're fault for signing without reading), surely you actually bothered to read them now before claiming that you were mis-sold?
Sorry but this is ********, I was sold PPI on a credit card when I was 18. It was not explained to me when I signed up, I was a student at the time so was totally useless to me. When I realised I was being charged 30 quid a month for nothing as I wasnt even in employment, I rang up, told them to cancel and refund my PPI payments, but they refused.

Im glad they did, I got over 1000 2 years ago.

It was a blatant rip off, many were sold it almost covertly as far as im concerned..

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Old 2nd Sep 2013, 13:36   #22
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Originally Posted by atpbx View Post
No he made an inquiry.
O'rly?

Quote:
Made a PPI claim in December 2012
Smells like a chancer to me.

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Old 2nd Sep 2013, 13:39   #23
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Sorry but this is ********, I was sold PPI on a credit card when I was 18. It was not explained to me when I signed up, I was a student at the time so was totally useless to me.
Which is a legitimate case of miss-selling, like mine was when they told me my loan would be refused if I didn't accept it, but the OP reads like someone seeing all the adverts and wanting a piece of that pie.

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Old 2nd Sep 2013, 13:43   #24
holymonk
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Which is a legitimate case of miss-selling, like mine was when they told me my loan would be refused if I didn't accept it, but the OP reads like someone seeing all the adverts and wanting a piece of that pie.
But this is the problem, I didnt know I had PPI until I saw it on a statement many months later, some of the banks 'hid' PPI into 'interest' so people didnt even notice.

There are a lot of people I know who 'chance' PPI claims to find out, they did indeed have PPI and never knew..

Its the banks fault for not being clear and as far as I'm concerned committing fraud in some cases.

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Old 2nd Sep 2013, 13:51   #25
sandy10
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I was 99% sure I had PPI initially, hence i made the claim.

Obviously it transpired I was correct, although it was several years ago and as such I didn't have any correspondence in my possession to substanuate this.

Originally the CC company insinuated I hadn't.
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Old 2nd Sep 2013, 13:57   #26
sandy10
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Another 30 min wait on the phone, finally advised this has been escalated to the "highest level" - based on previous conversations I assume this is the tea lady - and will hear in the next 3-5 days (or months, whichever suits).

Absolutely useless! I am PPI'd off!
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Old 2nd Sep 2013, 14:06   #27
glen8
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I really have no idea about the whole PPI thing

I've had no end of mortgages, loans, credit cards, buy now pay later schemes etc etc. Obviously once they have been paid off I shred the paperwork and forget about it.

Don't think I have ever agreed to having PPI added on

Maybe I should do one of those experian checks, log down all the CCs and loans I've had and fire a load of letters off.

What do you need, just your name and address?
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Old 2nd Sep 2013, 14:15   #28
holymonk
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I really have no idea about the whole PPI thing

I've had no end of mortgages, loans, credit cards, buy now pay later schemes etc etc. Obviously once they have been paid off I shred the paperwork and forget about it.

Don't think I have ever agreed to having PPI added on

Maybe I should do one of those experian checks, log down all the CCs and loans I've had and fire a load of letters off.

What do you need, just your name and address?
Its really easy, contact your bank, enquire about your old accounts and get the account numbers. Then put in a complaint about PPI, include the account number and your address and get money.

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Old 2nd Sep 2013, 14:20   #29
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Originally Posted by holymonk View Post
But this is the problem, I didnt know I had PPI until I saw it on a statement many months later, some of the banks 'hid' PPI into 'interest' so people didnt even notice.

There are a lot of people I know who 'chance' PPI claims to find out, they did indeed have PPI and never knew..

Its the banks fault for not being clear and as far as I'm concerned committing fraud in some cases.
And yet plenty of people willfully took out PPI, and are now trying to claim it back as miss-sold because all the bloody claims companies are like "They've put money aside, so you might as well just claim even if you aren't technically entitled to it."

I don't see everyone jumping to try and get refunds from other insurance policies that they didn't end up needing, lord knows I have plenty of travel insurance policies like that.

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Old 9th Sep 2013, 09:26   #30
sandy10
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As an update, Bank of Scotland (Marbles) have finally advised they have discovered they made an error, and as a consequence want me to pay the balance back!

There has clearly been a communication and administration error which has led to them double-paying me, hence I have now got an 800+ credit card balance which was completely clear.

I have apportioned the money they gave me elsewhere, so am fuming.

I have advised I am complaining and will be in contact with the Financial Ombudsman - not sure what else I can do?
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