Problem with NRAM.

[Hurricane Puffrose]

Hubby is currently fighting NRAM for PPI reclaiming on a personal loan.

We have been waiting for a letter from them since June, and today had a pile of letters sent up from London to Yorkshire, where we have lived for 10 years, one of which was from NRAM.
They have had 5 letters stating our new address, 2 emails, countless phonecalls and the PPI reclaim for was sent with our Yorkshire address on it, I know as I wrote it (Mr R is dyslexic). I rang them and the first thing I said was that he wasnt with me as he is a lorry driver, the woman screamed down the phone at me that they were unaware of the new address. When I pointed out the letter was in response to a claim form with a YORKSHIRE address on it, she said they hadn't got a claim form, then I gave her the reference number of the response letter, sent to Islington London (174 miles in the wrong direction) and she said the claim form was sent from London, when I told her I wrote the address myself she screamed (Mum heard her in the kitchen) that I was lying and they had no idea we had ever moved.

How can I get this bloody address change actioned, we have been asking for 10years, and the DMP they have agreed to is from our address in Yorkshire.. if they send a form with a 2 day turnabout we are screwed!!

[brummie]

Re: Problem with NRAM.

I.M.H.O. I wold personally request a SARS, quotinting your previous problems and requesting full and viable transcript of all telephone conversations between yourself and the claimant. Furthermore, should you have the miss-fortune to have action taken against you, i would suggest that you issue a CPR 31.14 requesting the information listed above. Telephone conversations are recorded, in my opinion, and stored for reference should the claimant desire. This should, and can be made available to yourself. in my opinion.....

[Hurricane Puffrose]

Re: Problem with NRAM.

Round 2!

Rang them up to ask again about having this data changed, as requested 10 years ago, they now need a recent utilities bill!! its taken them 10 years to do this and they wont change it due the the DPA.

I reminded them that under OFT guidelines they cannot send information to an address 1 they know we are no longer at
2 where a 3rd party is liable to be able to open it
3 they must abide by the customers wishes as the where the contact is made.. and how can they write to London in response to a form addressed Yorkshire!

Quote "Those guidelines don't apply to us, we are Northern Rock, I can't speak to you, We are nothern rock, You can report us to the OFT, we are northern rock we dont care. You dont live in yorkshire, you live in London. We will continue writing to London and ther is nothing you can do about it."

HELP!!!

[Nic]

Re: Problem with NRAM.

Omg puff that's appalling I don't know what to suggest I'm not very knowledgable but you should deffo report them to oft

[di30]

Re: Problem with NRAM.

I would write to the CEO about this!
Or ask your local MP to help, it may help.

Blimey, what are they playing at?? :tinysmile_aha_t:

[supermac9]

Re: Problem with NRAM.

Bear in mind that there is a difference between Northern Rock (the 'good' bank) and NRAM (the 'bad' bank), although the former are now Virgin Money.
My own experience with NRAM is also mixed - their customer service does leave a bit to be desired sometimes, and they don't always do what they say they will (like refund a duplicate mortgage payment in my case). Writing to them also produces negative responses - they tend to come out with a 'we don't uphold your complaint' nonsense after months of waiting for an answer.
I would threaten them with the FOS, although my view of them is at an all-time low as I think they are in the pockets of the banks anyway (sorry for being negative!).
Best of luck.

[Hurricane Puffrose]

Re: Problem with NRAM.

Can they use a complaint due to this as a reason to refuse a refund?

[brummie]

Re: Problem with NRAM.

Puff you do not and should not have to put up with their comments. I would raise a complaint in the first instance, and also forward it to the C.E.O. I have spoken with the ombudsman regarding my PPI'S in the past, and they quote a back-log of complaints are taking 6-12 months to deal with, so i would make as much noise as you can.
With regard to my comments about accessing your telephone calls:
My late wife worked for Beneficial finance in a collections department. One particular customer got humpage and started to give her verbal abuse and made threats during the call. She raised a complaint, and the calls were pulled for her managers to listen to. The company then proceeded action against the customer, using the recordings as evidence. My wife played no further part with the proceedings as the bank raised the charges.
This was 15 years ago, and i know the technology is there. I would demand transcripts of these calls and throw it back in there faces. It's disgracefull....http://www.telegraph.co.uk/finance/p...ing-banks.html#http://www.guardian.co.uk/money/2012...nsumer-affairs