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More Than Insurance - refunds
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EssexHebridean
Posts: 24,424 Forumite
I thought that fellow Moneysavers might be interested in the problems I have had obtaining a refund from More Than. Below is an email I have just sent to their customer relations department.
I recently took out a home contents insurance policy with More Than, policy number *************. On receiving the policy documentation I noticed an error in relation to the type of property. I therefore telephoned to see if this could be amended - as your operative told me she was unable to amend the policy, we agreed that the best course of action would be for me to cancel the policy and then take out a new policy, which I agreed to. The chronology of the events that have followed is:
26th August. Cancelled policy over the telephone at the suggestion of your operative. She informed me that I would receive my refund, in full (as the policy was cancelled within the 14 day cooling off period) within 5 working days of the cancellation. For reference, this should have been by close of business on Thursday 3rd September.
15th September. On checking my credit card statement I noted that no refund had arrived. A little surprised at this I rang the Customer Service line telephone number to ask why, to be told that there had been a query, but it was now resolved, and my refund would be with me in 2 working days. What was the query, I asked? No-one could tell me. I stressed that it was important that the refund did come through in the timescale promised as my credit card bill would require payment by the start of the following week.
21st September - my credit card bill due for payment. Sadly though, I found myself £129.79 short of the required amount due to your company still holding onto money to which I am rightfully entitled. This has now lead me into financial difficulties - I like to pay my cards in full each month rather than attracting interest charges.
22nd September. Once again I call your customer Service line. Your operative told me that she was unable to speak with the accounts department as they have already left for the day (this call was at around 7pm). She told me that she will call me the following morning to let me know what is happening. I explain to her that I won't be available until the evening, and she agreed that she would call me back at 8pm on the 23rd September. I pointed out to her that in my opinion your company is now fraudulently with-holding a refund to which I am entitled, and that I saw no reason for me to not simply contact the Financial Ombusmen now as I seem to be getting nowhere with More Than. She urged me to wait until she calls me back the following day, which I agreed to.
23rd September. 8.10pm. Having not received my promised telephone call, I once more call the Customer "lack of Service" line. I speak initially to an operative who puts me on hoild for some considerable amount of time whilst she "speaks with the accounts department" (the same accounts department which, just the day before, were apparently not there at a time one hour earlier than this call!) - she then tells me that someone did try to call me in order to arrange a payment back onto my card - on further questioning I am told that this telephone call took place at 3.50pm - a time at which I had already explained clearly and concisely that I would not be available. On being unable to speak to me, I was told, a cheque had been raised and sent. Being somewhat unhappy with the shambles that the situation has turned into, I then speak with a Supervisor - a Mr ********* - who tells me that no cheque has been raised, but a refund has been made onto my card! I informed Mr ********* that I had my doubts that any such refund had been made as I had my credit card account open in front of me and no transactions were showing. I agreed however to hold off for 24 hours to see if the refund showed by today.
24th September - unsurprisingly, no refund has appeared.
To summarise - the lies I have so far been told by your company include, but are not limited to:
I will have a refund within 5 working days - LIE
I will have a refund within two working days - LIE
Your company does not hold card details - presumably a LIE as your Supervisor last night told me that a refund has been made?
That a cheque had been sent out to me - according to your Supervisor this was a LIE
That my refund has now been made directly back to my card - another LIE.
That your operative would call me back at 8pm on September 23rd - LIE.
That someone had tried to call me at 3.50pm - LIE. The only call received to my home telephone yesterday was far earlier in the day.
That your accounts department finished work before 7pm in the evening - LIE (unless of course the lie was that your operative spoke to the accounts department yesterday evening? Who knows? As you have no appearance whatsoever of being able to run your affairs satisfactorily, it really is anyone's guess, isn't it?)
Of course, the biggest LIE of all so far is that I had the right to cancel the policy within 14 days and obtain a full refund. Clearly this is not the case. I understand this to be a breach of the rules by which you are bound.
I have noted at the close of the email that I am forwarding to both the Financial Ombudsman Service and to MSE. I would honestly and strongly urge anyone to give serious consideration before going with More Than for insurance - personally I am now dreading us needing to make a claim with them - if a simple refund is causing this much hassle to obtain, goodness only knows how long a claim could take!
I recently took out a home contents insurance policy with More Than, policy number *************. On receiving the policy documentation I noticed an error in relation to the type of property. I therefore telephoned to see if this could be amended - as your operative told me she was unable to amend the policy, we agreed that the best course of action would be for me to cancel the policy and then take out a new policy, which I agreed to. The chronology of the events that have followed is:
26th August. Cancelled policy over the telephone at the suggestion of your operative. She informed me that I would receive my refund, in full (as the policy was cancelled within the 14 day cooling off period) within 5 working days of the cancellation. For reference, this should have been by close of business on Thursday 3rd September.
15th September. On checking my credit card statement I noted that no refund had arrived. A little surprised at this I rang the Customer Service line telephone number to ask why, to be told that there had been a query, but it was now resolved, and my refund would be with me in 2 working days. What was the query, I asked? No-one could tell me. I stressed that it was important that the refund did come through in the timescale promised as my credit card bill would require payment by the start of the following week.
21st September - my credit card bill due for payment. Sadly though, I found myself £129.79 short of the required amount due to your company still holding onto money to which I am rightfully entitled. This has now lead me into financial difficulties - I like to pay my cards in full each month rather than attracting interest charges.
22nd September. Once again I call your customer Service line. Your operative told me that she was unable to speak with the accounts department as they have already left for the day (this call was at around 7pm). She told me that she will call me the following morning to let me know what is happening. I explain to her that I won't be available until the evening, and she agreed that she would call me back at 8pm on the 23rd September. I pointed out to her that in my opinion your company is now fraudulently with-holding a refund to which I am entitled, and that I saw no reason for me to not simply contact the Financial Ombusmen now as I seem to be getting nowhere with More Than. She urged me to wait until she calls me back the following day, which I agreed to.
23rd September. 8.10pm. Having not received my promised telephone call, I once more call the Customer "lack of Service" line. I speak initially to an operative who puts me on hoild for some considerable amount of time whilst she "speaks with the accounts department" (the same accounts department which, just the day before, were apparently not there at a time one hour earlier than this call!) - she then tells me that someone did try to call me in order to arrange a payment back onto my card - on further questioning I am told that this telephone call took place at 3.50pm - a time at which I had already explained clearly and concisely that I would not be available. On being unable to speak to me, I was told, a cheque had been raised and sent. Being somewhat unhappy with the shambles that the situation has turned into, I then speak with a Supervisor - a Mr ********* - who tells me that no cheque has been raised, but a refund has been made onto my card! I informed Mr ********* that I had my doubts that any such refund had been made as I had my credit card account open in front of me and no transactions were showing. I agreed however to hold off for 24 hours to see if the refund showed by today.
24th September - unsurprisingly, no refund has appeared.
To summarise - the lies I have so far been told by your company include, but are not limited to:
I will have a refund within 5 working days - LIE
I will have a refund within two working days - LIE
Your company does not hold card details - presumably a LIE as your Supervisor last night told me that a refund has been made?
That a cheque had been sent out to me - according to your Supervisor this was a LIE
That my refund has now been made directly back to my card - another LIE.
That your operative would call me back at 8pm on September 23rd - LIE.
That someone had tried to call me at 3.50pm - LIE. The only call received to my home telephone yesterday was far earlier in the day.
That your accounts department finished work before 7pm in the evening - LIE (unless of course the lie was that your operative spoke to the accounts department yesterday evening? Who knows? As you have no appearance whatsoever of being able to run your affairs satisfactorily, it really is anyone's guess, isn't it?)
Of course, the biggest LIE of all so far is that I had the right to cancel the policy within 14 days and obtain a full refund. Clearly this is not the case. I understand this to be a breach of the rules by which you are bound.
I have noted at the close of the email that I am forwarding to both the Financial Ombudsman Service and to MSE. I would honestly and strongly urge anyone to give serious consideration before going with More Than for insurance - personally I am now dreading us needing to make a claim with them - if a simple refund is causing this much hassle to obtain, goodness only knows how long a claim could take!
🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25
SOA CALCULATOR (for DFW newbies): SOA Calculator
she/her
0
Comments
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EssexHebridean wrote: »I thought that fellow Moneysavers might be interested in the problems I have had obtaining a refund from More Than. Below is an email I have just sent to their customer relations department.
I recently took out a home contents insurance policy with More Than, policy number *************. On receiving the policy documentation I noticed an error in relation to the type of property. I therefore telephoned to see if this could be amended - as your operative told me she was unable to amend the policy, we agreed that the best course of action would be for me to cancel the policy and then take out a new policy, which I agreed to. The chronology of the events that have followed is:
26th August. Cancelled policy over the telephone at the suggestion of your operative. She informed me that I would receive my refund, in full (as the policy was cancelled within the 14 day cooling off period) within 5 working days of the cancellation. For reference, this should have been by close of business on Thursday 3rd September.
15th September. On checking my credit card statement I noted that no refund had arrived. A little surprised at this I rang the Customer Service line telephone number to ask why, to be told that there had been a query, but it was now resolved, and my refund would be with me in 2 working days. What was the query, I asked? No-one could tell me. I stressed that it was important that the refund did come through in the timescale promised as my credit card bill would require payment by the start of the following week.
21st September - my credit card bill due for payment. Sadly though, I found myself £129.79 short of the required amount due to your company still holding onto money to which I am rightfully entitled. This has now lead me into financial difficulties - I like to pay my cards in full each month rather than attracting interest charges.
22nd September. Once again I call your customer Service line. Your operative told me that she was unable to speak with the accounts department as they have already left for the day (this call was at around 7pm). She told me that she will call me the following morning to let me know what is happening. I explain to her that I won't be available until the evening, and she agreed that she would call me back at 8pm on the 23rd September. I pointed out to her that in my opinion your company is now fraudulently with-holding a refund to which I am entitled, and that I saw no reason for me to not simply contact the Financial Ombusmen now as I seem to be getting nowhere with More Than. She urged me to wait until she calls me back the following day, which I agreed to.
23rd September. 8.10pm. Having not received my promised telephone call, I once more call the Customer "lack of Service" line. I speak initially to an operative who puts me on hoild for some considerable amount of time whilst she "speaks with the accounts department" (the same accounts department which, just the day before, were apparently not there at a time one hour earlier than this call!) - she then tells me that someone did try to call me in order to arrange a payment back onto my card - on further questioning I am told that this telephone call took place at 3.50pm - a time at which I had already explained clearly and concisely that I would not be available. On being unable to speak to me, I was told, a cheque had been raised and sent. Being somewhat unhappy with the shambles that the situation has turned into, I then speak with a Supervisor - a Mr ********* - who tells me that no cheque has been raised, but a refund has been made onto my card! I informed Mr ********* that I had my doubts that any such refund had been made as I had my credit card account open in front of me and no transactions were showing. I agreed however to hold off for 24 hours to see if the refund showed by today.
24th September - unsurprisingly, no refund has appeared.
To summarise - the lies I have so far been told by your company include, but are not limited to:
I will have a refund within 5 working days - LIE
I will have a refund within two working days - LIE
Your company does not hold card details - presumably a LIE as your Supervisor last night told me that a refund has been made?
That a cheque had been sent out to me - according to your Supervisor this was a LIE
That my refund has now been made directly back to my card - another LIE.
That your operative would call me back at 8pm on September 23rd - LIE.
That someone had tried to call me at 3.50pm - LIE. The only call received to my home telephone yesterday was far earlier in the day.
That your accounts department finished work before 7pm in the evening - LIE (unless of course the lie was that your operative spoke to the accounts department yesterday evening? Who knows? As you have no appearance whatsoever of being able to run your affairs satisfactorily, it really is anyone's guess, isn't it?)
Of course, the biggest LIE of all so far is that I had the right to cancel the policy within 14 days and obtain a full refund. Clearly this is not the case. I understand this to be a breach of the rules by which you are bound.
I have noted at the close of the email that I am forwarding to both the Financial Ombudsman Service and to MSE. I would honestly and strongly urge anyone to give serious consideration before going with More Than for insurance - personally I am now dreading us needing to make a claim with them - if a simple refund is causing this much hassle to obtain, goodness only knows how long a claim could take!
I have been with Morethan for a few years and never had any problems with them. I have saved a lot of money going with them rather than anyone else0 -
they are just the same as any other big company, they will be good and bad in it, hope you get your problem sortedmortui non mordent0
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I have been with Morethan for a few years and never had any problems with them. I have saved a lot of money going with them rather than anyone else
have you had to claim?? just curious as to wht that was like.
im hjaving massive problems making them even acknowledge i HAVE a policy with them!!0 -
Like you ive been trying for 3 days now just to be told my purchase from their website moreThan.com still hasnt transferred over to their systems (wierd as the policy was meant to start today and they had no problem taking my money). So nobody can even view it or tell me any details of it... *sigh*
now apparently i cant call back tomorrow and will have to call back monday.
If i get no luck on monday ill send a recorded delivery letter stating the law regarding the 14 day cooling off period demanding a refund. Had nothig but hassle so far!0 -
Have used morethan
It took a few days for my policy to appear in their "online" system / onto the system that the phone people use.
I actually got all the paperwork before that happened.
The paperwork was correct and after about 7 or 8 days the policy appeared in my online account section as well.
I assume the online to internal system isn't automagic and has some sort of intermediate / data entry involvement (although it does make you wonder how all the paperwork arrived at my home that quickly?)
Have not had any other issues with them (didn't need to make a claim)0 -
Have used morethan
It took a few days for my policy to appear in their "online" system / onto the system that the phone people use.
I actually got all the paperwork before that happened.
The paperwork was correct and after about 7 or 8 days the policy appeared in my online account section as well.
I assume the online to internal system isn't automagic and has some sort of intermediate / data entry involvement (although it does make you wonder how all the paperwork arrived at my home that quickly?)
Have not had any other issues with them (didn't need to make a claim)
Yeah i mean it could all be well and good!
Im just a bit mad nobody can even find my policy (phoned call centre for hours) to confirm details , since i move in my new place today, the policy starts today, and i know some details are incorrect so i need it fixed asap, but nobody can even find it, let alone ammend the details.
The fact nobody has replied to my emails either just gives me the wrong impression!!0 -
don't disagree about the call centre - basically was a waste of time until it appeared in the online account (by which time i'd already verified it was ok from the posted version).
Quite magic how i could know the details before the call centre people could :rolleyes:0 -
don't disagree about the call centre - basically was a waste of time until it appeared in the online account (by which time i'd already verified it was ok from the posted version).
Quite magic how i could know the details before the call centre people could :rolleyes:
lol thats the problem ive got.. SO frustrating as my policy was meant to start today, but i know due to an error on it it wont cover me, yet there is NO way to ammend it (even through the website it still doesnt show!) despite my best efforts!
So if anything gets damaged whilst moving.. well.. im stuffed.
I called today after being told it will show in their system after 24 hours, then 48 hours, then not until after "midnight tonight"! (um well if its there on the system and you know its midnight tonight then surely you can read the details...?) so still no luck.
I asked the guy to cancel my policy as im within the 14 day cooling off period but he said he couldnt even do that as the policy isnt on the system :rotfl:.
Apparently ''he's off tomorrow but he'll be back in on monday and will take care of it then for me!''
Forgive me if i sceptically ring back monday just to double check lol.
Anyone want to place bets on it being done?
*sigh* strange how the policy IS on whatever system charges people's cards, as they seemed to have no problem taking the £125 from my account within only a few hours of me going through the online setup!0 -
Having just checked my credit card account again, I am not particularly surprised to find that the refund that was apparently raised on Wednesday has still not appeared.🎉 MORTGAGE FREE (First time!) 30/09/2016 🎉 And now we go again…New mortgage taken 01/09/23 🏡
Balance as at 01/09/23 = £115,000.00 Balance as at 31/12/23 = £112,000.00
Balance as at 31/08/24 = £105,400.00 Balance as at 31/12/24 = £102,500.00
£100k barrier broken 1/4/25SOA CALCULATOR (for DFW newbies): SOA Calculatorshe/her0 -
I'll let you know if i have a similar story. . . . . . :mad:0
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