Please help - HSBC ppi claim

[kabuki]

Hi everyone!

I am pretty new to PPI claiming, so I apologise in advance if I come across a bit dense.

I took out 2 loans with HSBC in 2006 and 2007. I've kept the customer's copies of agreements and I remember distinctly being told by the woman in HSCB branch that I had to purchase the insurance because it would be impossible to obtain the loan otherwise. About a week ago, I sent standard PPI questionnaires to HSBC. I received a letter from HSBC stating:

'Dear Ms. ????,

HSBC Personal Loan Protection Plans: HLPZLN??????? (????) & GLPZLN????????? (???????)

Thank you for your recent correspondence concerning Payment Protection Isurance. If you have not already done so, we would please ask that you complete and return the enclosed Financial Ombudsman Service PPI Questionnaire. Filling in the questionnaire will help us with our investigation into your complaint.

So that we can fully investigate the issue that you've raised, we have asked the PPI Complaints Team to look into the situation. HSBC will contact youwith a full response as soon as investigations are complete.

I can confirm that the reference number ???????????????? [in bold, basically the combination of numbers consisting of my sort code and bank account], quoted int your letter is for a Bank Account and therefore does not benefit from payment protection isurance.

Clearly, we always want to be able to resolve any concerns you raise with us. We expect to resolve your complaint within eight weeks. In any event, we will be in touch within eight weeks to update you on our investigation. If you have received a reply from us within eight weeks of raising your complain, you have the right to refer your case to the Financial Ombudsman Service.

We are also attaching a note which describes the process involved in dealing with these matters - we hope this is helpful.

Yours sincerely,
Vicky Stante
Head of PPI Operations'

Could anyone offer some advice on a couple of questions:

1. Ok, I filled out the questionnaires myself and sent them with a basic cover letter. At no point in my questionnaire and cover letter I mention the reference number consisting of my sort code and bank account number. What does the letter refer when it mentions my sort code + account # ?

2. If I already sent filled in questionnaires to HSBC, why did they sent a copy of the questionnaire to me again?

3. Also, if I put the same numbers in question A4 (What is the policy number of the PPI you are
complaining about?) and and C1 (what was the account number) on the questionnaire, did I land myself in a pile of poo?

Thank you!

[di30]

Re: Please help - HSBC ppi claim

Hi everyone!

I am pretty new to PPI claiming, so I apologise in advance if I come across a bit dense.

I took out 2 loans with HSBC in 2006 and 2007. I've kept the customer's copies of agreements and I remember distinctly being told by the woman in HSCB branch that I had to purchase the insurance because it would be impossible to obtain the loan otherwise. About a week ago, I sent standard PPI questionnaires to HSBC. I received a letter from HSBC stating:

'Dear Ms. ????,

HSBC Personal Loan Protection Plans: HLPZLN??????? (????) & GLPZLN????????? (???????)

Thank you for your recent correspondence concerning Payment Protection Isurance. If you have not already done so, we would please ask that you complete and return the enclosed Financial Ombudsman Service PPI Questionnaire. Filling in the questionnaire will help us with our investigation into your complaint.

So that we can fully investigate the issue that you've raised, we have asked the PPI Complaints Team to look into the situation. HSBC will contact youwith a full response as soon as investigations are complete.

I can confirm that the reference number ???????????????? [in bold, basically the combination of numbers consisting of my sort code and bank account], quoted int your letter is for a Bank Account and therefore does not benefit from payment protection isurance.

Clearly, we always want to be able to resolve any concerns you raise with us. We expect to resolve your complaint within eight weeks. In any event, we will be in touch within eight weeks to update you on our investigation. If you have received a reply from us within eight weeks of raising your complain, you have the right to refer your case to the Financial Ombudsman Service.

We are also attaching a note which describes the process involved in dealing with these matters - we hope this is helpful.

Yours sincerely,
Vicky Stante
Head of PPI Operations'

Could anyone offer some advice on a couple of questions:

1. Ok, I filled out the questionnaires myself and sent them with a basic cover letter. At no point in my questionnaire and cover letter I mention the reference number consisting of my sort code and bank account number. What does the letter refer when it mentions my sort code + account # ?

2. If I already sent filled in questionnaires to HSBC, why did they sent a copy of the questionnaire to me again?

3. Also, if I put the same numbers in question A4 (What is the policy number of the PPI you are
complaining about?) and and C1 (what was the account number) on the questionnaire, did I land myself in a pile of poo?

Thank you!

Hi and welcome

So the questionnaire they sent you, I take it is exactly the same one as you already sent them?

All they actually require is the loan account number, and no other account numbers, so not sure what's happened there. As the ppi is added into the loan, there is only one account number.

Maybe an email to question this or a phone call directly to question this, but other than that all should be fine in order for them to continue to investigate your complaint.


Maybe an email straight to the CEO (Chief Executive officer) to explain the confusion on this, even though it will be likely to be the CEO underhand that will email you back as requested by the CEO to do this.
chiefexecutivehsbcbank@hsbc.com
I would tell them, that you are confused on why you have received a PPI complaint questionnaire where you have already previously sent one in relation of the loan/ppi account number XXXXXXXXX, and the complaints section have sent another, then raise your concerns directly to them.

I note that HSBC does not seem to be the easiest to deal with going by other threads on here, and maybe one of the other's also dealing with them will post of how it was for them too.

Good luck, please let us know how you get on, and feel free to ask for help.

[kabuki]

Re: Please help - HSBC ppi claim

Thank you for the quick response, Di30.

When I read their letter, my initial response was 'You what?'.

I've also read before that HSBC is notoriously difficult with repayments.

I have indeed referred to a single number in each of my two claims, in each case it was the personal loan account number.

I have taken on board your advice and shall contact them as per your suggestion.

Will keep posted about how I get on.

Ta!

[kabuki]

Re: Please help - HSBC ppi claim

I called HSBC today to inquire how come the letter I received from them states: I can confirm that the reference number ???????????????? [in bold, basically the combination of numbers consisting of my sort code and bank account], quoted int your letter is for a Bank Account and therefore does not benefit from payment protection isurance.

The man that spoke with me said that he was looking at the copy of the same letter on the HSBC database and he could not see this sentence on the letter.

I also asked why did I get a copy of the blank questionnaire in response to 2 submitted questionnaires. HSBC's representative said that it was their default response to letters, they enclose questionnaires regardless.

Hmmm... interesting approach.

The man then proceeded to say that I should hear from HSBC in 8 weeks.