Are they trying to use jargon I don't quite understand to deter me??

[jazzyjemjem]

Hello

I have been reading the forum with great interest and I would like to get some advice as to how I approach this current situation that I have.


I wrote to First Direct credit card informing them that I had a PPI added to my application form and was informed that at the time of taking out the application I was told the application would be refused if I did not also take out the PPi. I informed them that the FSA Advice to consumers a borrower should not be refused a credit card if they choose not to buy an insurance policy.

I did not have any copy of the agreement but I still had a statement so I could use the account details from the statement to make a complaint.

(Please note I do remember speaking to someone enquiring about the form and that was when they advised me my application would stand more of a change if I opted for PPI)


First Direct responded last week with a copy of the application form dated back to 1998, along with a copy of the Visa Cardholder Repayment Protector Policy Document they sent to me.

Please find enclosed a copy of the letter they sent to me.
I feel they are using any excuse and any jargon they think they can get away with to fob me off and i am unsure as to how I should respond back to them.


I would welcome any feed back on this letter sent to me and how I respond to First Direct.


Thanks in advance for any guidance.

[di30]

Re: Are they trying to use jargon I don't quite understand to deter me??

Hi and welcome

If you no longer have the agreement, firstly I would ask them to provide you with this, because it will show if it was manually ticked/crossed or computerised.
You can do this by writing to them, enclose a £1 cheque or postal order, and ask them to provide the agreement (enclose the account number) by 12 days.

You could otherwise request for the whole lot of information on the account by requesting a Subject Access Request (SAR), you send the letter (we can provide this to you if you require the template letter) to the data dept of the business (not the complaints section), and they have up to 40 calendar days to comply. You enclose the one off payment of £10 cheque or postal order.
(It's up to you of course, if you want to do this, but it may help your complaint).
It should come back with details, of how it was sold to you, etc, the amounts, dates and so on.

Yes they do sort of twist matters when sending back a rejection.

I note it says its final, but if they have not given you the opportunity to write further, then just give it a go anyway, and ask them to review with any further info you can give to them.
Tell them you do not agree with the decision they made because..............
And if there was anything you think you may have missed when you first complained. For example, did you have a pre-med condition at the time it was taken out? If so then its possible they would not have paid out if you were to make a claim for that particular reason.
Maybe you already have other cover in place for it.
Was you working full or part time hours, a student etc?

Give them say 14 or 21 days, and copy a letter to the Chief Executive officer (CEO) of the business and let the complaints team know of this as well.
If they do not come back with a decision, or if they do but still reject, then I would maybe then think about complaining to the FOS, due to timescales.

Hope this helps you. Good luck ;-)

[jazzyjemjem]

Re: Are they trying to use jargon I don't quite understand to deter me??

Hi Dizzy Di

Thank you for responding so quickly and thank you for the welcome.

I omitted to mention before that when they responded to me they did send me a copy of my application form I signed and it looks like one of the forms you fill out that you get through the post. And the form is hand written. Would it still be advisable for me to send a Sar Letter for more information??

I look forward to your reply.

[di30]

Re: Are they trying to use jargon I don't quite understand to deter me??

Hi and your welcome.

It's up to you if you would like to request a SAR, but I found it was helpful for my complaints.

I'm sure there should have been an agreement as well, because this would also enclose details of the terms & conds of the policy. The agreement may be enclosed within the SAR, or you can as stated in my earlier above post, you can try requesting for this alone for just a £1.

One of us will be more than happy to post up the SAR template letter, if you have not already come across it, and if you decide to SAR.
;-)

Di
x

[CleverClogs]

Re: Are they trying to use jargon I don't quite understand to deter me??

I would maybe then think about complaining to the FOS

A complaint will cost them £500...

That's as good a reason as any. msl:

[JG170]

Re: Are they trying to use jargon I don't quite understand to deter me??

I received virtually the same letter, word for word, from First Direct about my Balance Protector. But I have used the excellent advice I found here to write to them contesting this - the application form copy they sent me states that the insurance is recommended, and I had other dispute with the response. They have told me they will reply within 15 working days from last Friday so I will let you know how I get on. They are still looking into my 1994 Classic card as the application form box was pre-ticked. I have sent them every statement ever received since August 1994 and all the documentation I had, as well as proof of savings and my 1994 employment contract. Only time I have been glad of being a hoarder...I'll let you know how I get on.

[banksrjokes]

Re: Are they trying to use jargon I don't quite understand to deter me??

CCA, is it right that a bank does not have to supply a copy of your credit agreement if it has been paid in full or satisfied for more than 6 years??, is there any other way of getting hold of the cca excluding a sar, just that ive been told 4 times recently that they are not required to provide me with credit agreement. I did do a sar but no credit agreement on specific loan was included.
or can I get it by asking for furtehr information on a sar request that has been made?? as it should have been included maybe!!???

[JG170]

Re: Are they trying to use jargon I don't quite understand to deter me??

I received a letter from First Direct today upholding my complaint, offering redress of over £8k, cannot thank you all enough for the advice I found here. Have now downloaded the spreadsheet to try to check the calculations. I'll post in more detail when I have some time later in the week to see if my experience can help others (and I'll be back if I can't make the spreadsheet work!!).