written by on 02/08/2014
When I cancelled my policy (as they just renewed it before I could stop them) I was told they would make a full refund, I questioned if the refund would go through as they had expired card details and was told everything went through, that night I was sent an email to say the refund hadn't gone through as the details had expired, they were able to take the funds but not give them back with the details!!
I have a small baby and was unable to look at my finances for two weeks plus no access to email, I discovered the refund was not on my credit card statement, when I got into my emails they had sent me a holding email that night but that was it. I called them and requested the refund to be sent straight away but was told it would take 3 to 5 working days and they would NOT make a faster/CHAPS payment. I was also told as they are on online insurers they don't contact people any other way, however they have telephone facilities as I called them!
I find this appalling they kept my payment fraudulently without trying further to contact me to send the funds back and think this is acceptable
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