Direct Line Cancellation

corgi74

I had a Direct Line pet insurance policy that I took out in July last year and paid monthly by direct debit. I was paying £64 a month for 6 dogs as my other 2 were too old to insure. I found insurance elsewhere that would cover all 8 for £70 a month so decided to change.

I phone Direct Line on the 9/6 and cancelled the policy. The lady told me that my policy had been cancelled and that as I had just paid that months premium I was covered until the 7/7. I asked if I had anything else to pay and was told that I did not. After cancelling my policy I cancelled the DD.

A few days later I received a renewal letter through advising me that my premium had gone up to £90 a month. I ignored the letter as I assumed it had been sent before I had cancelled. I then received a letter saying that my direct debit had been cancelled.
A couple of weeks after this I received a letter saying that I owe them £64. I contacted them and told them that I had cancelled the policy. They said there was no record of cancelling the policy and that I had only refused the renewal. I told them this was not the case and that I had cancelled. They said they would listen to the call and contact me. I did not hear back from them so assumed it had been dealt with.
On the 30/7 I received a letter from them telling me that I had to make immediate payment or they would call in a debt management firm.
I contacted them and spoke to a very, very rude and unhelpful person who basically treated me like I was scum and was told that as I had cancelled after a payment had been made I had to pay the following months payment. I told him that I had been told that my account was closed and that I had nothing to pay and he said the the person who had told me that had made an error as they hadn't looked at the correct screen but it's not his problem as I still had to pay.
I then said as the operator had made a mistake which he had admitted how could I be liable. He then got very rude and said that I had to pay and why was I going on about it. I asked to speak to his supervisor and after the obligatory 'make them sweat for 10 minutes' I was put through.

When I got through to his supervisor to be fair I found him helpful and friendly. He said he would put a hold on the letter and listen to the original call. He told me that nobody had listen to the original call even after I was told that somebody would. He is due to contact me on 2/8 to let me know what is going to happen but I'm not optimistic.

The money they want is not an issue, it's the principle and the fact that I feel like they are trying extort this money from me.
Has anybody else had a similar issue with them and is there any advice you can give?

Thanks in advance

dunstonh

He is due to contact me on 2/8 to let me know what is going to happen but I'm not optimistic.

I wouldnt write them off yet.

The debt collection people are usually nasty and aggressive. I had one contact me once for non payment yet I had paid it. I even had a copy of the cheque from the bank to prove it and despite all that they still wanted me to pay the "debt". I told them to sod off and I would look forward to seeing them in court where they would look extremely foolish. I never heard from them again.

As long as you have DL looking at it, you should be fine. The debt collection people are who you want to avoid. If you dont get a call back on 2nd August, then ring DL on the 3rd and speak to their complaints team to make a formal complaint. Use the words formal complaint as that will ensure you go through to their complaints team. Once registered under the FSA defined complaints process, you cannot be fobbed off or ignored. They may disagree with you and tell you that but they cant ignore you.

foggytown

dunstonh wrote: »

I wouldnt write them off yet.

The debt collection people are usually nasty and aggressive. I had one contact me once for non payment yet I had paid it. I even had a copy of the cheque from the bank to prove it and despite all that they still wanted me to pay the "debt". I told them to sod off and I would look forward to seeing them in court where they would look extremely foolish. I never heard from them again.

As long as you have DL looking at it, you should be fine. The debt collection people are who you want to avoid. If you dont get a call back on 2nd August, then ring DL on the 3rd and speak to their complaints team to make a formal complaint. Use the words formal complaint as that will ensure you go through to their complaints team. Once registered under the FSA defined complaints process, you cannot be fobbed off or ignored. They may disagree with you and tell you that but they cant ignore you.

I think if you read the OP's post again you will find that she says it was the twonk at DL that was rude. The matter hadn't yet been referred to a collection agency.