Santander copy of agreement different from original

[Roux]

I put in a PPI claim with Santander and after toing and froing, they sent a final response letter. Attached to the final response letter was a 'screen shot' of the original agreement. This contradicts the copy of the original paper agreement that I have.

On my copy the PPI box is clearly ticked, whereas on the Santander copy the box is unticked. Everything else on the copy is exactly the same, the handwriting, mistakes etc.

Where do you recommend that I go from here? As this is the final response letter , should I go straight to the Financial Ombudsman?

I would appreciate any input.
Thanks

[di30]

Re: Santander copy of agreement different from original

Hi and welcome

Dont worry about it being the final response, but please do check the other thread "your own experience with Santander" and follow the advice from that thread.
Santander are one of the banks that does seem to reject a lot, but keep at them.
As said take a look at that link and follow it, I wouldn't let it go yet.......:tinysmile_twink_t2:

Have they mentioned anything about the FOS?
And if you dont mind, what reasons did they give to reject? x

[Roux]

Re: Santander copy of agreement different from original

Hi and welcome

Dont worry about it being the final response, but please do check the other thread "your own experience with Santander" and follow the advice from that thread.
Santander are one of the banks that does seem to reject a lot, but keep at them.
As said take a look at that link and follow it, I wouldn't let it go yet.......:tinysmile_twink_t2:

Have they mentioned anything about the FOS?
And if you dont mind, what reasons did they give to reject? x

Hi

Thanks for your reply. I will look at the link that you provided.

With regard to their reason for rejection, I will quote the letter

"Having checked our records, I can confirm that Payment Protection Insurance never formed part of your Dorothy Perkins account. As such, no premiums were charged at any time and therefore no refunds are due. Therefore I have closed our file.

To me it seems as though Santander have falsified evidence in their favour so that they don't have to refund any premiums that were paid. Surely this is not allowed and should be reported.

Thanks

[Amethyst]

Re: Santander copy of agreement different from original

Were premiums actually paid on your account ? Have you checked statements etc ?

[Roux]

Re: Santander copy of agreement different from original

Hi
I don't have any statements with it on. I only have the original agreement. My concern at the moment isn't whether I am due a refund but the fact that Santander have doctored the copy of the agreement that they sent me.

Surely they have committed a fraudulent act? Do I contact the FOS to report it?

Thanks

[di30]

Re: Santander copy of agreement different from original

So the agreement confirms you were paying ppi?

You could contact the Information Commissioners Office (ICO), google it and find details of contact, see what they suggest to you about the document...x

[Victoria27]

Re: Santander copy of agreement different from original

Hi Roux,
I appreciate that you care more about them "doctoring" the document. It needs to be investigated, of course.
However, I would still suggest to send for SAR and get all the available documents, including your application form again, enclosed with your SAR, which will have some statements.

It is important to know whether you were charged premiums or not to make your case stronger.
I had one card, with PPI box ticked on my application form, however the premiums were never charged, so no refund was due.
Santander is one of the most difficult companies, nothing would surprise me, coming from them. But it is important to find out if the refund is due.
If so, it makes it much worse for them.
If they never charged you premiums, which will be obvious from the statements available, then why did they have to alter that document, when it would be correct to refuse your claim on the basis you are not owed any refund anyway, it is not possible to refund what you never paid.
What I mean is that the ticked or not ticked box on its own is not the proof about hour paying PPI.
I know about few more cases when the box was ticked, but premiums were not charged, (though often it is the other way around), this company is so messy and disorganised that they did make that mistake, not charging, though a request was made.
They do not owe a refund if premiums were not charged, regardless your ticking or not ticking that box. So I cannot understand why they had to alter it.
Please find out if the premiums were paid.
It is very unusual reason for a rejection, it is almost always your application form with the box ticked, which they try to use as a proof that you, yourself, requested it.
I suggest as well as contacting the ICO, as our wonderful Di advised, still request your SAR.

Best,

Victoria

[Roux]

Re: Santander copy of agreement different from original

Thank you both for taking the time to reply to my post. I will carry out both suggestions and keep you posted as to the outcome.

Thanks again

[seduraed]

Re: Santander copy of agreement different from original

Sound like somebody at the Santander office is getting creative. I wonder if there is a bonus scheme in place for keeping the number of PPI claims down?

[Victoria27]

Re: Santander copy of agreement different from original

Whatever it is, based on my own horrific experience, I can vouch for them, Santander, being the worst company I ever came across. Almost beyond belief.
However, if we stay strong, pursue our cases, do not give up, with the help of our fantastic Forum, we can make the difference. So far for our individual cases, but, hopefully, if we have enough of them, we can bring it to the attention of the relevant organisations, public, Parliament, press etc.
then we can make a real difference for a larger number of public.
Please, do not give up, keep going, even if they keep rejecting, trying to wear you out. That is their aim, so must not allow it.
We are here to help.
Thank you, again, everyone, for your advices and fabulous contribution.
We keep learning more and more and getting so many helpful tips, which we share.
That is very important.
Victoria