Virgin/MBNA PPI

[cookie2112]

Re: Virgin/MBNA PPI

Thanks Di, will let you know when I hear something. Thanks again for checking the wording on the form for me!

[cookie2112]

Re: Virgin/MBNA PPI

Have received a text message from MBNA asking me to call them!

It says: To help us investigate your complaint, we require some additional information. Please call us on XXX & our specialised team will be able to help you.

So....should I call them??

[di30]

Re: Virgin/MBNA PPI

If you do call them, tell them you expect the call to be recorded and you want written information as well.

Personally I would not verbally ring them, but if you have the email address do that instead by telling them you missed a call but happy to deal with it by email.

[cookie2112]

Re: Virgin/MBNA PPI

If you do call them, tell them you expect the call to be recorded and you want written information as well.

Personally I would not verbally ring them, but if you have the email address do that instead by telling them you missed a call but happy to deal with it by email.

Thanks Di, I was a bit uncomfortable with the idea of calling them but thought maybe it was part of the process that I didn't know about!

Unfortunately don't have an email address for this department so may have to call them just to get that, not sure how else to deal with it and wouldn't want them to use it as an excuse to delay or not deal with my claim!

[oscar]

Re: Virgin/MBNA PPI

Try Customeradvocate.office (@) bankofamerica.com

[cookie2112]

Re: Virgin/MBNA PPI

Try Customeradvocate.office (@) bankofamerica.com

Thanks oscar, have had trouble logging on tonight so have only just seen this, will try it tomorrow!

[cookie2112]

Re: Virgin/MBNA PPI

I called the number today and they tried to go through security questions with me, I said I wasn't happy to disclose details over the phone on the back of a random text message and that they need to put it in writing by post or email to me - he didn't sound very impressed and said they won't communicate via email!! - so, guess I will be getting a letter sometime! Will update once I receive something!

[di30]

Re: Virgin/MBNA PPI

Thanks for the update and cheers Oscar for adding the email addy.......

It wouldnt hurt them to write to you and an email attachment wouldnt hurt them either, as you have every right to have every correspondence in writing and email if you wish, they just being awkward.

Hope you hear something good soon, fingers crossed x

[cookie2112]

Re: Virgin/MBNA PPI

Thanks for the update and cheers Oscar for adding the email addy.......

It wouldnt hurt them to write to you and an email attachment wouldnt hurt them either, as you have every right to have every correspondence in writing and email if you wish, they just being awkward.

Hope you hear something good soon, fingers crossed x

Thanks Di, nothing in the post as yet but I don't suppose they are in a hurry!

[di30]

Re: Virgin/MBNA PPI

Thanks Di, nothing in the post as yet but I don't suppose they are in a hurry!

Its always the same isnt it?

Maybe the postie will arrive with it tomorrow with a bit of luck, i do hope so anyway x

[Bill-K]

Re: Virgin/MBNA PPI

Hi Cookie - just swinging by. The FOS appear to have suspended all MBNA PPI claims for now - pending an investigation into their calculation methods ( !!!) - so let's hope you won't have to refer this to them. If they are insisting on a ticked box as a reason for rejection, here are a few of my favourite FCA guidelines from the PPI Redress Handbook in Policy Statement PS10/12:-


DISP APP 3.2.2 The firm should seek to establish the true substance of the complaint, rather than taking a narrow interpretation of the issues raised, and should not focus solely on the specific expression of the complaint. This is likely to require an approach to complaint handling that seeks to clarify the nature of the complaint.
DISP APP 3.2.3 A firm may need to contact a complainant directly to understand fully the issues raised, even where the firm received the complaint from a third party acting on the complainant's behalf. The firm should not use this contact to delay the assessment of the complaint.
DISP APP 3.3.1 Where a complaint is made, the firm should assess the complaint fairly, giving appropriate weight and balanced consideration to all available evidence, including what the complainant says and other information about the sale that the firm identifies. The firm is not expected automatically to assume that there has been a breach or failing.
DISP APP 3.3.2 The firm should not rely solely on the detail within the wording of a policy's terms and conditions to reject what a complainant recalls was said during the sale.
DISP APP 3.3.3 The firm should recognise that oral evidence may be sufficient evidence and not dismiss evidence from the complainant solely because it is not supported by documentary proof. The firm should take account of a complainant's limited ability fully to articulate his complaint or to explain his actions or decisions made at the time of the sale.
DISP APP 3.3.4 Where the complainant's account of events conflicts with the firm's own records or leaves doubt, the firm should assess the reliability of the complainant's account fairly and in good faith. The firm should make all reasonable efforts (including by contact with the complainant where necessary) to clarify ambiguous issues or conflicts of evidence before making any finding against the complainant.
DISP APP 3.3.5 The firm should not reject a complainant's account of events solely on the basis that the complainant signed documentation relevant to the purchase of the policy.
DISP APP 3.3.9 In determining a particular complaint, the firm should (unless there are reasons not to because of the quality and plausibility of the respective evidence) give more weight to any specific evidence of what happened during the sale (including any relevant documentation and oral testimony) than to general evidence of selling practices at the time (such as training, instructions or sales scripts or relevant audit or compliance reports on those practices).
PS10/12 Section 4.8 In all these areas, where we find a firm cannot demonstrate it is delivering fair outcomes, it can expect tough action from us, including potential referral for further investigation and potentially enforcement action where appropriate, and steps to ensure it revisits all complaints and/or sales that it has failed to assess and address fairly.

DISP APP 3.3.5 & 3.3.9 seem especially pertinent here.

[cookie2112]

Re: Virgin/MBNA PPI

Thank you Bill, thats amazing!!! Do you think that MBNA will just make me an offer then or that nothing will happen until the FOS have finished with them??

[Bill-K]

Re: Virgin/MBNA PPI

You're very kind, Cookie - I have worked with Di and Turbo on PPI stuff for some time now, and we each chuck in our own contributions. Do follow Di's suggestions, but perhaps quote the FCA rules whenever possible.

TBH, I doubt if MBNA will make you an offer, and I reckon they will force you to take it to the wire via the FOS. BUTT (and it's a big BUTT) - if the FOS 'investigation' (yeah, right...) yields anything - then MBNA might just find themselves making some offers. Who knows what tomorrow's postman may bring ? My own suggestion is to await the outcome of the 'investigation,' first - but I bow to the experience of Di - and I'm good to go with that.

[cookie2112]

Re: Virgin/MBNA PPI

You're very kind, Cookie - I have worked with Di and Turbo on PPI stuff for some time now, and we each chuck in our own contributions. Do follow Di's suggestions, but perhaps quote the FCA rules whenever possible.

TBH, I doubt if MBNA will make you an offer, and I reckon they will force you to take it to the wire via the FOS. BUTT (and it's a big BUTT) - if the FOS 'investigation' (yeah, right...) yields anything - then MBNA might just find themselves making some offers. Who knows what tomorrow's postman may bring ? My own suggestion is to await the outcome of the 'investigation,' first - but I bow to the experience of Di - and I'm good to go with that.

Thanks Bill, appreciate your help, fingers crossed, like everyone else I could do without the fight really!!

[Bill-K]

Re: Virgin/MBNA PPI

I agree - it shouldn't have to be like this, should it Cookie ? If they had an ounce of decency, the lenders would admit their overall guilt and make amends - but instead, they just keep trying to dodge the consequences of their greed and cause their victims further suffering. This is one reason why I try to ensure that claimants get every last penny that they are due - and further compensation for distress and inconvenience if possible. The FOS often order the lender to pay additional compensation where they have been obstructive or difficult, and this at least goes some way toward recompense for having to fight this battle.