Active HSBC PPI Claim: Should I speak to them?

[filthysurfer]

Hi guys. A quick bit of advice needed.

 

I've put in two separate PPI claims to my bank, HSBC. One is for PPI on a loan I took out some years ago. The other is for PPI on my HSBC Visa card which I've had for a number of years. On both I have used the correct paperwork, had an acknowledgment and a promise to be back in touch/reach a decision within whatever the legal timeframe is.

 

Today I have had a call from a HSBC bod asking me to clarify some points regarding 'the claim'. Now I don't really doubt he was from HSBC as a couple of light security questions were asked which confirmed both our identities. But I do wonder if I should be discussing the issue with someone from the bank over the telephone as it's obviously in their interest to trip me up and not payout. It wasn't convenient to speak at the time and he's calling again tomorrow.

 

Your thoughts? Am I just being a little paranoid? And on the subject of paranoia, was he really from HSBC?

[citizenB]

They are obliged to respond one way or another or with a deadlock letter within 8 weeks.

 

If they require more time, they should write and let you know.

 

Drop them a letter, refer to the caller and your confusion as to the call. Ask them when you can expect them to have complied with their obligations.

[filthysurfer]

Thank you for the quick reply.

 

So you suggest ignoring the inevitable call tomorrow? He never mentioned needing more time just this detail/clarification that was required.

 

It all just seems a bit fishy. There is, as you quite rightly point out a procedure to follow. Calls out of the blue don't seem to be part of that.

[citizenB]

IMHO, unless you are in a position to record the call, speaking with a Financial Institution is not always the wisest move. I have had personal experience with HSBC and telephone calls and TBH would not trust them a millimetre !

 

I will ask one of the PPI guys to look in and advise further

[filthysurfer]

Thank you.

[dx100uk]

yes not a good idea to discuss their 'questions'

 

on the phone.

 

many times we have found these are 'loaded' questions asked in a specific way

 

which normally means your tricked into giving an answer that either wipes your whole claim out

or significantly reduces your reclaim.

 

WRITING ONLY!!

 

dx

[filthysurfer]

Fair enough.

 

I'll dig out their original reply and see where we are re: the 8 weeks. And if they have any questions I'll ask them to put them in writing.

 

Cheers everyone.

[filthysurfer]

Just a little update.

 

The chap did call back this evening,

asked if it was convenient and again said he wanted to discuss a couple of issues that would strengthen my case.

 

I said I would prefer any questions to be in writing and he said that wasn't possible.

 

I replied that I wasn't sure where in the process we are (can't find the claim acknowledgment letter atm)

but obviously they have 8 weeks to respond either way.

 

He said there are only one or two days left.

 

I assume that's why he said a letter wasn't possible.

 

I did add that I wasn't comfortable answering questions over the telephone and that I thought it unlikely HSBC would want to strengthen my case for me. And that was that.

 

So I guess I should find out in the next few days whether I've been successful or not

and whether HSBC are the kindly old souls they make themselves out to be.

 

Anyone care to comment?

[dx100uk]

bowlarks...

 

wasn't possible to write..

 

usual rubbish.

 

dx

[citizenB]

Just a little update.

 

The chap did call back this evening,

asked if it was convenient and again said he wanted to discuss a couple of issues that would strengthen my case.

 

I said I would prefer any questions to be in writing and he said that wasn't possible.

 

I replied that I wasn't sure where in the process we are (can't find the claim acknowledgment letter atm)

but obviously they have 8 weeks to respond either way.

 

He said there are only one or two days left.

 

I assume that's why he said a letter wasn't possible.

 

I did add that I wasn't comfortable answering questions over the telephone and that I thought it unlikely HSBC would want to strengthen my case for me. And that was that.

 

So I guess I should find out in the next few days whether I've been successful or not

and whether HSBC are the kindly old souls they make themselves out to be.

 

Anyone care to comment?

 

Not possible to write a letter ? It would be interesting to know why not ?

 

If you don't hear from them within a couple of days of the deadline of 8 weeks, I would be inclined to write to them along the lines of..

 

Refer to the call today and confirm your understanding of the call. Because the caller was unable to confirm the true purpose of his call, that you felt uncomfortable continuing the call. You asked the caller (name if possible) to put what was required, in writing, and was advised he was unable to do this. Why would that be?

 

You are now concerned that they have missed the statutory deadline for PPI complaints mandated by the FCA.

 

You await their further comments, in writing.