PPI - Bank incorrect response.

[so called]

So I submitted my claim by giving the dates of a loan (2008) taken off Experia.
The response came back from the bank stating that there was no PPI on that loan.
The response also provided the account number.
When I got back from a US business trip, I had a route through files and found details of the account which the bank had provided to me in 2012 after I had made enquiries, asking for confirmation of closure.

The 2012 info from the bank showed that I had payed and closed the loan over 12 months which included nearly £2000 PPI.
I called the bank yesterday just to check figures and dates and they quickly confirmed the details.

How can they decline the claim saying PPI was not involved ?
This particular bank was the one that, more than any other, recommended I accept PPI to get the loan approved.

Dodgy or what ?

Edited by so called on Wednesday 5th March 21:00

[bugmenot]

so called said:

How can they decline the claim saying PPI was not involved ?

An oversight, human error?

Ask them to look again. If they still think you didn't have PPI then send them a SAR to see what records they do hold.

[so called]

bugmenot said:

An oversight, human error?

Ask them to look again. If they still think you didn't have PPI then send them a SAR to see what records they do hold.

I realised this morning that the bank had already written to me informing that I had PPI on that an another account.
The refund application is resubmitted now.
Let's go with human error as they have demonstrated they are aware of the account details.
Cheers.