Bought a car breakdown policy in January but when my vehicle broke down on 11th December and I rang to arrange recovery, no one could find my policy on the system. Spent 4 hours being transferred to various departments and being cut off by customer services teams who either didn't understand the issue or just sounded completely fed up when I spoke to them. Transferred to several departments and given numerous phone numbers to try to verify my policy. Eventually tried the sales team who advised the problem was because they hadn't recorded my home post code on the policy. Won't be renewing my policy again, absolutely dreadful customer service and all caused by an issue with Coop not setting my account details up correctly. Luckily I was parked in a safe place or could have been much worse. At 5.45pm was told that recovery truck would be with me about 9.46pm. Was rang by Coop / AXA Assist to say we could have a taxi home and the car would be collected later and to leave the car key with the pub staff. Taxi arrived quickly and got us home about 9pm. Recovery company rang at 12.05am to say they had only just arrived with the car and could only bring the car back as the pub had closed so couldn't get the car key! Car arrived back home at 2am, 11 hours after I first tried to contact someone to get the car recovered. Reported missing car key to Coop/ AXA Assist at 11.30am on 12th December and almost 24 hours later and 8 phone calls, I'm still waiting for customer services to contact me to get my car key back!
Reviewed on: 13th December 2023
