Renewal & Refunds
All I have to say about this company is highlighted in the email I send to their complaints department, - copy of email...Read more
All I have to say about this company is highlighted in the email I send to their complaints department, - copy of email below:
I received a renewal quote for my car insurance, which expired Friday 11/5/2018. I contacted your renewal team on Thursday 10/5/2018 at 09:00am to inform them, that I did not wish to proceed with the quote, as I had received a quote elsewhere at a much cheaper price.
I spoke to 'X' and he said he would see if he could match the price, and get back to me by midday. I did not receive a call back and I didn't think anymore of it, until I see, that despite my conversation with him the day before, the amount of £172 has been taken from my account Friday 11/5. I called him first thing, and asked why money had been taken, when I clearly had said to him that I did not wish to proceed with the renewal quote due to the high cost. He said he would look into it and get back to me.
In summary, he said that money had been taken, because I was on auto renewal. He had not cancelled the quote in the system, as he was trying to find me a better deal. I told him that I wanted the money refunded, as I had already told him the day before, that I had found a policy somewhere else.
He eventually put me through to your cancellation department, and I was left holding for 32mins (!!!). I hang up and called back, and I was told that the cancellation department was now closed, and that 'the manager' would call me back Monday, as 'X' was not going to be in.
No one called me back Monday morning (14th May), so I called again, and was put through to the cancellation department. The policy got cancelled, and I was informed that I would incur cancellation charges. Naturally, I was not happy with that, as I can't see why I should incur cancellation charges for a policy that I had called in to say I did not want. I was assured that someone would get back to me within 72hrs, as someone would need to listen to my calls to determine, wether I did in fact call in on the 10th, to say I didn't not want to renew.
No one called me back within 72hrs as promised, so I called back on Friday 18th May. During this call, I was informed that there was a note on the system saying that the call had been listened to, and that I would be charged cancellation charges. I was told that, although 'x' never did call me back on Thursday 10th of May as promised ( to confirm if he could match my new insurance quote), I had not called back either to check if you could match it, so I was at fault.
As I explained to the lady I spoke to, it is NOT up to me as the customer to chase YOU for a cheaper quote. I called YOU in advance of my policy expiring, to say that I would not be renewing with you, as you were nearly 50% more expensive. As a customer, I want the best deal - I had found a better deal, which I told you about - so why should I be chasing YOU to see if you could match it ? Naturally I assumed that you could not match the quote as I did not hear back. Your reply as to why I should not receive a full refund, is complete an utter nonsense, and goes AGAINST everything customer service is about.
I was told, yet again, that my case would be looked at, and that I would 'definitely' receive a call by the end of the day with an update. However, yet AGAIN no one has called me back.
I must admit that I am at a loss, as to how you can operate a business this way. All the way through, I have had to chase you, and time after time I'm promised that someone will get back to me, and no one does.
I expect a full refund of the £172 you have taken from my account without my consent.
So a warning to everyone out there, just because you call and inform them that you do not wish to proceed with your renewal , doesn't stop them from taking money from your account !!!!