RAC Issue - Invoicing for Services without informing me

calen1979

Just looking for a bit of advice for this one, as I'm left a bit frustrated that a company can do something like this without informing you.

Summary:

• Used the RAC (as a member)
• Following month Invoiced me for £59 call out charge
• Now stating that I wasn't covered at the time but was in a 'Grace period'
• No mention prior to this that my membership had lapsed.

Verbose:

I have been a member of the RAC since March 2006, and have renewed every year (with a bonus of 15 months for the price of 12 in March 2007 as I called up and complained about the renewal quote) - however, I decided to let my policy lapse to go with Autoaid.

My battery died on the 24th of May (on returning from a long holiday) so I called the RAC and they sent out one of their patrol vehicles, the battery was replaced at a cost of £65 (Steep really) - as I mentioned to the guy that my policy was about to expire, he offered to give me a 20% discount if i let my policy lapse, but I declined this offer knowing about Autoaid

The RAC had attempted to take money from my account around the 12th May, but were blocked as my credit card was no longer active. I recieved one letter about this failure around the 12th, and then a further letter on June 5th offering me a discount on joining them again.

Yesterday I received an invoice for £59 for the callout on the 24th May, for services rendered which shocked me.

I called up the RAC to investigate this, and first spoke to retentions to say that I didn't want to sign up with the RAC due to getting a better offer. They had said that my policy had lapsed on the 4th June, so everything was fine and I didn't have to do anything further to cancel.

I then mentioned that I had received an invoice for £59 for services on the 24th May, and she passed me over to Customer services who said:

• My policy lapsed on the 3rd May
• They have given me 1 months grace period to renew
• As the callout happened on the 24th I now have to pay

So I'm checking my documents to see what happened to the 15 months for the price of 12 (as that would bring my renewal date to June) - but I was wondering:

• Shouldn't they tell me if I am still a member/my policy has expired when I tell them that I have a breakdown? If I knew I would be charged for the callout, I would not have called them out - I knew what was wrong after all.
• Is giving this one months grace period like this, and allowing you to use their service; effectively forcing you to renew, legal?
• If it is a grace period, does this mean that the actions should be free?

The invoice that they sent to me was dated the 15th June, therefore I had no indication before they sent me the invoice that I was being charged for the service, otherwise I would have renewed (my renewal quote was less than the £59 charge!)

I'm left feeling rather deflated now, yes I should have been more dilligent with checking the dates of the policy, but not being told when I called them up that I was not currently covered is surely unfair - I would have definitely have sought another solution in this case.

Any thoughts?

olly300

RAC specifically don't tell you if you call them out if you will be charged unless you ask the call centre operator at the time.

I use to have insurance which gave you RAC cover for breakdown, home start etc if your car was under 7 years old. My car is older.

I locked myself out of my car and I called the only number I had on me which happened to be the RAC. I specifically asked them 3 times - twice during the call and when the patrol man arrived - if I would be charged for the call out as I remembered my insurance stated somewhere in the small print I would be. The call centre operator said "No" but didn't go into further detail, which is why I asked twice.

The patrol man looked puzzled then stated as it was not a mechanical problem and that it wasn't that hard for him to get my keys, I wouldn't be. He also didn't offer me a discount membership.

When I eventually got home I checked my insurance small print and I expected to receive an invoice but I never received anything.

LinasPilibaitisisbatman

If your policy lapsed and you called them anyway and then allowed them to work on your car, of course, you have to pay.

Why exactly do you think it should be free?

calen1979

LinasPilibaitisisbatman wrote: »

If your policy lapsed and you called them anyway and then allowed them to work on your car, of course, you have to pay.

Why exactly do you think it should be free?

I believed that I was covered as on renewal 2008 I was offered 15 months for the price of 12 - this was the offer on their website at the time, this should take coverage to 3/4th June as I expected. I know of no offers that they have where they offer you 2 months free.. but I can't seem to find this in my records anywhere, ugh. This, however was backed up by the lady in retentions saying it expired on June the 4th, whereas the Customer Service person said May 1st..

Not knowing the renewal date is my own fault, I should have double checked this before calling them, I admit that.

I just think that if you call up for a service, they should let you know if you are going to be charged for it, if your breakdown cover is no longer valid - or they should use it as a chance to sell you the renewal policy (and transfer you so they can get on with taking calls)

I know that I'm frustrated with them, and myself at the same time. In this case I feel that i'll have to pay for it, it just feels a little underhanded in a way, but all of these companies are the same, I guess.

sarahg1969

Presumably if you ring them and give them your member number, it's no hardship for them to explain if your membership has expired, and ask you to renew then and there or confirm you want to pay?

Smacks of sharp practice to me.