PPI

[sandy10]

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 have 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 have 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!

 

[sandy10]

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!

 

[sandy10]

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.

 

[sandy10]

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.

 

[sandy10]

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.

 

[sandy10]

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!

 

[sandy10]

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

 

[sandy10]

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.

 

[sandy10]

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!

 

[sandy10]

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?

 

[sandy10]

I have never been sent any decision letter or offer - this is the thing that annoys me, because I had no barometer against which to measure what they paid me.

So I could have been owing £1,600 or £800 (as it turns out, it was the latter).

As a consequence, It's not really my responsibility to of chased this up to this extent only to discover a multi-billion pound banking corporation has crap administration!

 

[sandy10]

The balance is now sat on my credit card, so presumably I will get statements accordingly.

I have been told it costs around £750 for the bank's admin for an Ombudsman claim, so might work at this avenue.

 

[sandy10]

Update:

Following a stern letter, copying in the Financial Ombudman, they have agreed to clear the balance from my credit card, so a veritable success!