Not too good news with my packaged reclaim/FOS

[di30]

Re: Not too good news with my packaged reclaim/FOS

Some interesting reads on FOS package account decisions.....

http://www.ombudsman-decisions.org.uk/

Maybe I should try to find decisions made by my Ombudsman as named on an earlier post lol.

[di30]

Re: Not too good news with my packaged reclaim/FOS

Okay this is just a rough old draft and maybe too much irrelevant details, please let me know what you think, lol thanks.......


For the attention of the Adjudicator/Ombudsman

Thank you for your email dated Friday 18th April 2014.

You still appear to believe that we were persuaded to take on the Premier account because of the Home Emergency Cover.
We have explained numerous times of how the account was upgraded, we did not give permission, and you have acted on information/comment provided to you from Lloyds - that we upgraded for that purpose of the Home Emergency Cover.
When we requested a Subject Access Request (SAR) from Lloyds in previous years but sometime after the account was upgraded to us, we have not come across any information about this whatsoever, so please could you provide us with a copy through email attachment? Are our details attached to this information?

Comparing the Home/House/Buildings Insurance to the Home Emergency Cover, it appears we had more cover to protect endless items, which in-fact would be more cost effective in comparing to the Home Emergency Cover, because you have to realise the Home Emergency cover is NOT a service or maintenance policy, so it would not cover the usual routine home services or domestic breakdowns where this is more sufficient for us, taking into account of a cover we also taken on from Swalec called SSE Home Services, for Heating/.Electrical Breakdown and Plumbing, also covered under a 24 hour emergency plan 24/7 356 days a year!

For example:
Contents cover is covered for extensive list of perils.
Standard: Theft/Malicious Damages/Vandalism/Flooding/Fires/Smoke/Explosion/Storm/Lightning/Earthquake.
Ours also included, Valuables/Office Equipment/Lock Replacement/Freezer Contents/Money/Credit Cards
and any single item within the extended contents.
Standard: Escape of water or fixed domestic water installation or escape of oil from fixed domestic oil/heating installation.
Accidental damage to Tv's/Video/Audio/Computer etc
Accidental breakage of mirrors/glass etc.

Buildings:
Subsidence/theft/flood/earthquake/structual etc...

We had chosen a cover that was relevant to us and a must have cover, also with having a mortgage it is important to cover as all as above, and these details are also provided to the Mortgage Provider as an interest to them also.

The Premier account was wrongly sold to us and certainly not sold in our best interest. You will also be aware that we were in an overdraft at the time Lloyds upgraded the account, in regards of the £500 interest and fee free Planned Overdraft, this was also worthless to us due to an excessive overdraft. You may also be aware that as well as the monthly fee paid for this account, we also paid further charges on top and interest, the monthly payments often trebled the account monthly charge.

Much of the products were worthless and we did not need or use them.

We agree to your comment made that we do not take it lightly because we believe we do have genuine reasons to why we complained, and we have been going round in circles, as we do believe we made it clear enough time and time again.

We look forward to the information Lloyds had provided to you in regards of the Home Emergency Cover (on the reason we supposedly had upgraded).

Yours sincerely

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

wow info overload

[di30]

Re: Not too good news with my packaged reclaim/FOS

wow info overload

I agree lol!

[di30]

Re: Not too good news with my packaged reclaim/FOS

I need to narrow it down or will be getting myself in it again! It's trying to fit everything in in hope they dont think of something to come back with each time....

I am going to read more of the decisions made on then FOS website in relation to package accounts lol!

[di30]

Re: Not too good news with my packaged reclaim/FOS

OMG looking at some of those decisions on the fos site its not easy!

Most of them Ombudsman do go along with the adjudicator's decision, but we must remember in my case they did at first suggest to uphold??
The Ombudsman i am under does not uphold often!

[di30]

Re: Not too good news with my packaged reclaim/FOS

Will need to get my thinking cap on with this i think, going by the decisions they make on these packaged accounts!!!!

It seems they still think you benefit even if you did not want the account, or use or even need it!

Should I still also request for that info (the part where they said they had lloyds info to state we upgraded because of the home emergency cover)? I havent a clue where that come from because we never even knew about this cover

[TibetanMonk]

Re: Not too good news with my packaged reclaim/FOS

I'm sure it'll be fine Di! Fingers crossed she's in a good mood after easter :Px

[di30]

Re: Not too good news with my packaged reclaim/FOS

I'm sure it'll be fine Di! Fingers crossed she's in a good mood after easter :Px

LOL thank you x

[di30]

Re: Not too good news with my packaged reclaim/FOS

For the attention of the Adjudicator/Ombudsman

Thank you for your email dated 18 April 2014

You are correct that we do not agree that we were persuaded to take on the Premier Account because of the Overdraft Preferential Rates and the Home Emergency Cover.
As explained to you in many previous comments on how Lloyds had upgraded the account, they simply just upgraded the account without our request and we never asked for it, (please refer to previous comments made on how Lloyds upgraded the account). We do feel we were wrongly mis-sold the Premier Account on the way the branch adviser just applied the account, as it was not discussed, this includes the full benefits and the rates that apply, we were not even told how much we would be paying for the account each month.Surely selling rules applied in 2007! Lloyds simply did not follow those rules.

We will also appreciate it if you could forward us by email attachment a copy of the information Lloyds provided to you where its said the reason we agreed was because of the Home Emergency Cover. (Just to also confirm that the previous Adjudicator did forward any information we requested in order for us to recall on any of the details).

Despite your comments made of us being persuaded, much of the package was worthless to us, as we held cover elsewhere to cover what was relevant to us, and also being in a Community Union offered much benefits if this was required (free of charge for members), as well as having relevant cover "We needed" within the stand alone insurance policies.

As you are aware, we have provided you with sufficient evidence and information relevant to our case, probably more than what Lloyds can provide to you to prove we are right.
We want all our information and evidence we have provided to you taken into serious consideration, we are customers and not bank workers, they should have followed the correct rules of selling this product as like with many other products where they have failed us.

Please confirm this email has been received and if you will be adding this to the files, we look forward to your response.

Yours sincerely

Mr & Mrs

.................................................. .................................................. .................................................. ...................

Is this any better or not? lol (in your own time as it is the hols) Cheers

[di30]

Re: Not too good news with my packaged reclaim/FOS

..........hope the above is not too much of an overload, with telling him to refer back to the previous emails/info explains how Lloyds applied the account, and I can't find nothing within the SAR of how and why the account was upgraded and how, so wonder how Lloyds got that then to give to the FOS when we didnt have this info? (about upgrading because of home emergency cover)!

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

I've just gotta go buy our kids an egg () and will look at this when I get back

[di30]

Re: Not too good news with my packaged reclaim/FOS

Haha! no probs nids, no rush, wait till this evening if you want or when u have 5, its nice to spend time with your family too !

[Never-In-Doubt]

Re: Not too good news with my packaged reclaim/FOS

Ok lets strip that and stick to facts - forget the info, you don't really need proof but we'll ask for evidence of the statement made. read the below, it's a bit more organised and strips a lot of unnecessary details that they simply DO NOT NEED TO KNOW.....

Try this version

Dear xxxxxx,

We write in relation to your email of 18th April and again reiterate that at no point did Lloyds consult either of us prior to upgrading the bank account. They just went ahead and did it. We have told you in great detail why we believe Lloyds were in the wrong and we have supplied a lot of information to back up our complaint yet you still try and side with Lloyds for some reason which is really funny because when I sent them a Subject Access they did not have much information at all so how come all of a sudden they are able to argue all this when the details they sent me shows quite a different story?

We have spent many hours and a lot of time in our attic getting information to prove to you that Lloyds are in the wrong yet you fail to understand or recognise that Lloyds have actually provided very little in return so how is it possible for you to still be blinkered in your false opinion that we benefited from an account upgrade when we've proven several times now that we had adequate suitable cover in place at the time so any features of the upgrade were duplicates and thus irrelevant to our needs and subsequently were mis-sold. What is so difficult to grasp within all that? It's really quite simple.

Even if what you say, that we benefited, is deemed to be the outcome you still have to ask yourself if the bank is allowed to make that judgment call without informing their customer at all because the second part of the complaint is exactly that, the bank did as matter of fact, upgrade the account without asking us let alone bothering to explain the features of the account. If that was done then we'd have told the advisor at the time that we held adequate cover - for the record, with the same bank so they should have known no matter what, that we were adequately covered.

It is our maintained position that the bank advisor upgraded our account for commission and not for the best interests of their customer because we feel we have been extremely let down by the bank's actions. Why would anyone want duplicate benefits from the same provider? It's absurd.

We note that the FOS previously stated that Lloyds have stated that we agreed to the account upgrade because of the Home Emergency Cover (bear in mind our comments regards this in our last email chain) - there was no such evidence sent in the s.7 DPA request we issued Lloyds so please be so kind as to forward via email, a copy of the evidence they sent you which shows this statement because that is news to us and was never sent to us in our SAR.

Despite your repeated attempts to side with the bank, it is quite clear that the account upgrade features was entirely worthless to us as we held more than enough adequate cover at that time. We feel we've bent over backwards and provided you with more than enough evidence and information relevant to our case, and definitely a lot more than what Lloyds can provide to you to prove otherwise. You must remember that we are merely bank customers and not bank employees - the fact remains that the bank should have followed the correct rules of selling this regulated product - they did not.

Are you also forgetting that the original decision was in our favour yet the bank appealed (with NO evidence) and now we're living this pain all over again. It's disgusting, it really is.

Yours sincerely,

Mr & Mrs Di30

[di30]

Re: Not too good news with my packaged reclaim/FOS

WOW!!! this is super and straight to the point covering all facts!!! I can't thank you enough "again" I love this letter THANK YOU! And for your time, Easter too!