The mechanics of a PPI call - the call transcript itself, redacted to protect the guilty!

Appendix B – Full call transcript of call

Originator's number: 0843-4101111

called number: 01zzz-zzzzzzz

Date 7^th July 2013

Time 11:08

Me: Hello.

Steve: Hello.

Me: Hello.

Steve: Are you Mr. Mouse?

Me: Who's calling please?

Steve: Good morning, sir. My name is Steve. I'm calling you from Company A and today we are calling you to refund your loan insurance money back to you.

Me: Oh, yeah.

Steve: Yeah, because if you recall you had a personal loan in the past which you fully paid off.

Me: Okay.

Steve: Remember.

Me: I hear you. Yes. Yes.

Steve: Remember your ... So, your personal loan for your home improvement or for your car?

Me: Yeah.

Steve: Yeah, is the personal loan for your home improvement or for your car?

Me: For my car, I think.

Steve: Okay. And sir, as, as I told you it's only a rough verification call and the best part of this call is that you need not to provide us any kind of confidential or financial details like your credit card number, your account number or any registration number, nothing like that. And you need not to pay a single penny from your pocket. And as for the information, you have paid 1265 pounds extra on your personal loan and that money we are going to refund with 8% interest and the compensation of mis-selling. So, in the total, you will be getting around 3300 pounds.

Me: All right. Okay.

Steve: And that is the average amount you'll reclaim. Okay?

Me: Okay. So, how, how do I do that?

Steve: Actually, sir, it's a legal process. First, we will send you each and every details by writing and that's the paperwork. After receiving those paperwork, you will just need to do through it, sign it and send it back and we will refund your money.

Me: Okay. That's great. Thank you.

Steve: Otherwise, there is no obligation. And we're sending you the correct paperwork. Sir, we need only few details, few rough details about the loan so that we can send you the correct paperwork. Do you recall, sir, when, you took out this car loan. Who was the loan with? Was it Barclays, Lloyds, TSB...?

Me: I think it was Barclays.

Steve: Absolutely fine, sir. As I told you, sir, you will be getting an amount of 3,300 pounds. So, uh, uh, but it's on roughly 5,000 pounds loan amount. For your loan amount was roughly five or more than that?

Me: I think it was about, I think it was about 6,000.

Steve: Absolutely fine, sir. The same profile is over here that if you got the car loan from Barclays, taken out in 2005, paid it off in 2008 with the loan amount of 6,000 pounds.

Me: Correct. Yes.

Steve: And so, my senior supervisor here and he will assist you further, bear with him.

Me: Okay. Thank you.

Ryan: Hello.

Me: Hello, there.

Ryan: Hi. Is this Mr. Mouse speaking?

Me: Yes, it is. How can I help?

Ryan: Hi, sir. Uh, this is Ryan. I'm one of the senior supervisor with PPI Department calling here. And just now you're speaking to one of my colleagues. You had a personal loan in the past with Barclays Bank, is that right?

Me: Yeah, that's correct. Yes.

Ryan: Great. And on the loan of yours, sir, you also paid for PPI, that is for your Payment Protection Insurance which you never used.

Me: Yeah.

Ryan: And you never claimed and you never got money back refunded?

Me: Yeah. I think so, yes.

Ryan: That's one of the reasons today we have contacted you to let you know that now you are fully entitled with this, all the insurance money back.

Me: Okay.

Ryan: And just to inform you, our average amount of reclaim is over 3,000 pounds, maybe more or maybe less, sir. But 3,000 pounds is the average amount reclaim for our customer, okay?

Me: Okay.

Ryan: And so, the reason behind refunding this money back to you is because what happened last ten years, not only you, like you, sir, there are millions of people who have been mis-sold by this insurance.

Me: Okay.

Ryan: Yeah. Then, there's someone like you are in the loan. They were never ever informed and they were never ever answered by the lender. If they needed the insurance or they wanted to add this.

Me: Okay.

Ryan: Just simply added this insurance on the loan without the consent and without the knowledge. And later on, they will close. They have to have it. It's a compulsory. It's part of the loan package, okay?

Me: Okay.

Ryan: Actually, which you are in, sir, which was an illegal and that's one of the reasons it's been announced by the High Court and the Ministry of Business of U.K. that whosoever has a loan in the last ten years back can go ahead and make a claim for the insurance. So, Mr. Mouse, it's now your turn.

Me: Okay.

Ryan: You will be going to get back all the insurance money along with 8% interest as a compensation. And sir, the good news and the best part of this call is that you don't have to pay even a single penny for the service right now as we are a company strictly working on win, no fee basis.

Me: Okay.

Ryan: You don't need to provide any kind of your banking details or credit card number, your bank account, your bank statement, and also, sir, we don't accept any kind of [inaudible] also from our customer's side as you don't have to pay any kind of offering fee to us. In a way, it's totally free from our customer's side, just to verify you are the right person or not who is going to get the money back, okay?

Me: Okay.

Ryan: So, Mr. Mouse, now you are fully in cycle for our criteria. And we are a company fully regulated by Ministry of Business in respect. Operated the claims management activities. What we're going to do is now, first of all, we are going to send you each and everything in writing. All the legal documents, all the literature in the post which you will receive within a couple of working days in your mailing address, okay?

Me: Okay. Great. Thank you.

Ryan: Once your receive, once you receive the paperwork, Mr. Mouse, all you have to do is just have a good look over that, read across, do all the verification for your satisfaction when you are satisfied and if you think it is beneficial for you, then only you have to go ahead and sign those papers, send us back in the prepaid envelope we provide. We will write over and proceed with claim and refund your money as soon as possible. You don't have to go anywhere. You don't have to do whatsoever. Everything will be done by ourselves, okay?

Me: Okay. Thank you.

Ryan: So, Mr. Mouse, I'll send you each and everything in writing. One of my claim adviser, one of our verification officer is on the line with me. We'll only confirm, we'll only ask you a four basic qualifying question from my side.. Nothing confidential, sir. Only the best you could give is okay, which I'm going to provide you right now before it's now, sir, it's confirmed. I have a home contact number of 01xxx-xxx xxx

Me: Yup, that's correct.

Ryan: And is this the best number to contact or do you have any alternative number?

Me: Um, no. This, this number is the best number to reach me on.

Ryan: That's really fine. This is fine. And your postcode of MM1 UBF.

Me: That's correct.

Ryan: And that's coming, sir, zzzzzz in yyyyy in Borchester, Hampshire.

Me: Yes. That's correct. Yes.

Ryan: And the number 31, you're residing, right?

Me: Yup. That's right. And the last name is Mouse

Ryan: Yeah. And your first name is Mickey?

Me: Yeah, that's right. Yes.

Ryan: And it's Mickey Mouse, right? And Mr. Mouse, one of my advisers will ask you this from where you took out this loan, who was the loan with and please say it was a personal loan to car from Barclays. The loan amount was roughly 6,000 pounds, 2000 2005, And you paid off in 2008, okay?

Me: Okay.

Ryan: And you never missed your payment. You always pay your monthly repayment on time, okay?

Me: Correct. Yes.

Ryan: And then, after, they will ask you a very important question. Do you remember of having a PPI Insurance on the loan. Here, it says in the paperwork, and to reclaim your money back, you have to say yes. So, Mr. Mouse, be sure, be confident and tell them in a positive manner to my adviser, "Yes, I definitely had a PPI, Payment Protection Insurance, on my loan which I never used, never claimed, and never got money back refunded." Okay?

Me: Okay.

Ryan: That is the truth, Mr. Mouse, you never got money refunded, right?

Me: I think that's correct, yes.

Ryan: Yeah. And one more thing, sir. In case my adviser asks you how you realize or when did you became aware that you had a PPI on the loan, you have to say, "The PPI Insurance was a compulsory." Okay?

Me: Okay.

Ryan: Mr. Mouse please keep in mind the word compulsory and it defines the rest of the answer. You only have to say, "The PPI Insurance was a compulsory," and it was added to your loan as a part of the loan package, okay?

Me: Okay.

Ryan: Okay. And tell them that you went out and got the loan from Barclay's Bank, the bank people told you or bank people insist you that PPI is a compulsory. It's a part of the loan, you have to have it. Okay?

Me: Okay.

Ryan: Like I said, Mr. Mouse, after verifying business of your loan, one of my claim adviser will send you each and everything in writing. Once you received the paperwork, take your own time, make your own decision, you are absolutely under no obligation. It's all up to you whether this claim should be go ahead or not, okay?

Me: Okay.

Ryan: Sir, as a part of the verification, I need to confirm are you in are you in arrears or any kind of IVA, debt management or have you ever filed bankruptcy, sir?

Me: No, I haven't. No.

Ryan: Now, God bless you. Have you ever claimed on the PPI because you lose a job or had been sick or had an accident happened, sir?

Me: Never happened. No.

Ryan: I have your previously made a complaint for miss selling PPI to the Barclay's Bank?

Me: Uh, no.

Ryan: Okay. And have your claim been rejected by any other law firm or claim management company before?

Me: Not that I recall. No.

Ryan: Okay. So, as you have a very strong claim for miss selling PPI, Mr. Mouse, and you'll get your money back as soon as possible. I would like to recommend you. Don't say to my adviser, like I can't remember or I'm not sure about the PPI or I just don't realize it in this call or I provide you all the information. In this case, sir, they might disqualify you and end you and they won't be able to send in the paperwork as well as you might be losing your hard earned money which I don't like after getting so close because if you are disqualified today, it will be very very difficult for you to claim back in the future, okay?

Me: Okay.

Ryan: But be sure on each and every answer and be sure with the PPI. Tell them you definitely had a PPI because it was a compulsory and it was a part of the loan package, okay?

Me: Okay.

Ryan: All right. So, would you please hold the line for only ten seconds and I can connect this call to one of my claim adviser in the same line.

Me: Okay. Thank you.

Ryan: Speak to him and they'll send you some paperwork. Please be on line, okay? I'm gonna be back. Hold the line.

Me: Thanks.

------Long wait with music on hold and call queue----------------

Dan: Hello, this is Dan.

Ryan: Hi, Dan. It's Alex at Company A , I have a reference here

Dan: Yeah.

Ryan: It's uh, xxxxxx.

Dan: xxxxxx?

Ryan: Yeah.

Dan: Uh, Mr. Mickey Mouse?

Ryan: That's right.

Dan: Put him through please.

Ryan: Sure. Mr. Mouse.

Me: Yeah, hello.

Ryan: Thank you so much for your patience. Please talk to my adviser, Dan now. He will assist you further to claim your money back, okay?

Me: Thank you very much.

Ryan: Thank you so much.

Me: Thanks. Hello?

Dan: Hi. Hi, Mickey. Through to Dan from Company B. How are you doing today?

Me: Yes. I'm good. Thank. I'm sorry, who, who, uh, which company are you? From Company B or ...

Dan: From the Company B.

Me: Oh, okay.

Dan: Yeah, okay. Just before we go any further. I need to confirm that you've not received the cold call from ourselves or an unsolicited text, and you are happy to talk to me regards your claim today, is that right?

Me: Oh, well, it was an unsolicited call.

Dan: Yeah, an unsolicited text or a cold call?

Me: Well, it was a telephone. It was a telephone call.

Dan: Yeah, but I mean, you've not received the cold call from myself?

Me: Uh, from you, no. Uh, you rang me.

Dan: Okay, that's fine. That's fine. Yeah, no problem. Um, right. So, how much did you borrow with Barclays then, Mickey?

Me: Well, I think it was about 7,000.

Dan: Right. Okay. And when did you roughly take that out and pay it off?

Me: Uh, oh, about 2006, something like that.

Dan: That's fine. And when did you roughly pay that off?

Me: Uh, about 2008, from memory. I can't remember exactly.

Dan: But do you know if you had PPI or you're not quite sure?

Me: Oh, probably. Pretty certainly.

Dan: Okay. Have you ever tried to claim your money back through Barclays or any other company before?

Me: No, I haven't. No.

Dan: Are you in any sort of debt management, IVA or had been declared bankrupt?

Me: Nope. Nope. Nope.

Dan: Superb. And you've not been asked or influenced to give me false information today at all?

Me: I'm sorry?

Dan: You've not been asked or influenced to give me false information today at all?

Me: No. I don't think so.

Dan: No. Okay. Do you have any paperwork left on your loan at home anywhere?

Me: Probably not, since I've probably thrown it away, but, um ...

Dan: Oh, that's fine. That's fine. No problem. Uh, Mickey. We have got a company who can help you. What I'm gonna do is get them online now. I'm gonna get your claim started, is that all right?

Me: Yup.super... .

Dan: Yeah. So, hold on a minute.

-------------------- music on hold --------------------

Vicky: Hi, Mr. Mouse.

Me: Yes. Hello, there.

Vicky: Hi. This is Vicky at Company C. How are you doing today?

Me: Yes, I'm good. Thank you. So, what was the name of your company? Vicky at?

Vicky: It's Company C.

Me: Okay.

Vicky: I understand you've just been having a quick chat with Dan at the Company B team.

Me: Yeah.

Vicky: And he's just transferred you through to me Just to see if we can sort of have a little chat about your Barclays loan and see if we can get a claim up and running to claim you some money back.

Me: Okay.

Vicky: Um, so is it a loan with Barclays that you had?

Me: I believe it is. It's awhile back. So, I can't remember exactly. I think it was Barclays.

Vicky: Lovely.. And I've been given the details it's for uh ...

Me: Hello? Hello? Hello? I think I've lost you. Hello?