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“No record of having paid £100 excess”

written by LucyC93 on 22/10/2017

Having had my phone stolen I promptly made a claim sending in all necessary documents within 24hours. I received an email saying ready to receive excess of £100 which I paid and received an automated email saying a replacement phone would be dispatched within 3-5 days. This never happened and after calling up it became clear they had no record of having received my payment on their system! Having complained via email and contacted them on Twitter (to get a response) I got to speak to a competent person who dealt with my query and got me a replacement phone sent out. Although if I hadn’t got in contact with them I would be without a phone and £100 out of pocket!