Mbna ppi letter - wording?

[lec08]

HI EVERYONE

JUST LOOKING FOR SOME ADVICE I RECENTLY RANG UP MY VIRGIN CREDIT CARD TO CHECK IF PPI HAD EVER BEEN ADDED TO WHICH IT HAD AND I DID NOT KNOW IT HAD SO ON THE PHONE I ASKED THE CHAP WHAT SHOULD I DO NOW AS NOT HAPPY AS I AM SURE I DID NOT TAKE THAT OUT ON MY CARD. HE TOLD ME HE WOULD REFER THE COMPLAINT TO THE RELEVANT DEPARTMENT BUT DID NOT TAKE ANY DETAILS ACCEPT I WAS UNHAPPY. I THEN RECIEVE A LETTER AS BELOW:

Thank you for taking the time to contact us. I have assigned your complaint to one of our Case Managers who will complete a thorough investigation into your concerns. They will provide an update within 28 days.

It is our commitment to you as a customer that if you have a complaint, it will be dealt with fairly and promptly. We endeavor to ensure that out complaints are resolved within eight weeks of receipt. We will keep you updated of the progress of your compliant. In the unlikely event that we are unable to resolve our complaint within eight weeks of receipt or if you are not satisfied with our final response, you can contact the financial ombudsman service at the following address etc etc and then alternatively you may find it helpful to make use of the finance and leasing association conciliation scheme to resolve your complaint etc etc

I WOULD LIKE TO GET OTHERS OPINIONS I FEEL THIS LETTER IS ALREADY A REJECTION LETTER AS OF THE WAY IT IS WORDED AND ALSO OFFERING ME ALREADY THE OPTION OF COMPLAINING TO FOS? ANY OTHERS FEEL LIKE THAT AS I HAVE READ OTHERS THREADS OF THEIR LETTERS AND IS NOT WORDED IN THAT WAY??? THANKS

[di30]

Re: Mbna ppi letter - wording?

Hi and welcome

I take it no questions were asked to you then?

Personally I would never deal with a complaint by telephone but in writing only, but no probs.
What I would do now is put a bit of a letter together, and write that you received a letter in regards of your telephone call made to them on XX/XX/2013 in regards of Payment Protection Insurance (PPI) on your credit card.

Then state that you had wanted to check a few details and the adviser you spoken to just confirmed PPI and that he would forward your query on to the PPI complaints department without you giving him the full details of your complaint.

Write your reasons on the letter you send and ask that they apply this to your query/complaint that was recently forwarded on to them, as you feel it is relevant to your complaint.

What you have received from them is a generic standard response letter to your complaint/query.
But you raised a good point here in stating that you never had the opportunity to put your reasons forward to them, as the adviser just automatically forwarded the matter on without giving you the opportunity to give your reasons.

If they've an email address, you could try emailing them with the info by also using the account number of the card account and the complaint ref number they applied to your letter, ask them for confirmation, but to be on the safe side post one as well by hard copy letter, for signed for recorded delivery to ensure they receive it.

Hope this helps, good luck.

[Angry Cat]

Re: Mbna ppi letter - wording?

It takes MBNA at least 28 days or even longer than 28 days to even acknowledge a letter. Nothing new then as it always appeared that the MBNA left hand doesn't know what the right hand is doing...!

This is the form you should have sent:
http://www.mbna.co.uk/uploads/docs/P...stionnaire.pdf