Car insurance Refund & Data Protection Query

26Mich

I was wondering if anyone could tell me where I stand on this issue?

My car is insured with Direct line, I was going to purchase a new car so i transfered the insurance details over the phone before i went to collect it and paid the extra money on my debit card.

About 2hours max later I returned home without the car due to an issue with the car and called direct line back to cancel the change.

I was told i had to just do a scond change as they'd deleted the info of my old car and they would refund my money back minus 19p because 'thats just the way its worked out'
Couldnt be bothered to argue 19p so left it.

However, when my refund didnt turn up back in my account I called to chase it up.
Only to find that they had refunded it back onto my Credit card that I originally paid for the policy on and NOT my debit card that I had made the extra payment on.

At first the guy said he would have thought that it would have been refunded onto the same card but then changed his tune to say that it was company policy to refund onto the card that they had recieved the bigger payment on??

Surely this cannot be right, or even legal?
Firstly they cant take money off one card and refund it onto another can they??
And secondly WHY do they still hold the details of my credit card from 7 months ago? Does data protection allow this??

He refused to allow me to speak to a supervisor or manager on the phone, basically told me it was tough, i had been refunded and that there was nothing I can do about it.
All i could do was demand the address to make a complaint

Before I do write to them I just wanted to know whether this is even legal because im livid about it to be honest.
Any help or advice would be much appreciated! :think:

Premier_2

Probably not the most appropraite board for this thread, so if you think it will receice a better response elsewhere, then contact the board guide and ask them to move it.

In response to the questions you pose:
Whilst companies will not usually give a cash, cheque, etc refund against a card payment, there are many companies who don't care which card the payment is refunded against as long as it's a card.

There is no data protection issue here. If the company has refunded to your card, you must have provided them with the details. They can hold this information for as long as they deem reasonable.
Some companies hold such information as a customer service, should you wish to renew next year.
(e.g. Paypal hold my credit card details for years, and then tell me when it is about to expire and to provide new details!)

If youy wish to make a complaint, and the simple fact the CS advisor would not escalate the matter on your request would probably be one reason to complain, here are the details how to do so.

http://www.directline.com/complaints/complaintsprocedure.htm

dunstonh

Only to find that they had refunded it back onto my Credit card that I originally paid for the policy on and NOT my debit card that I had made the extra payment on.

That is normal. Its an anti money laundering safety measure to prevent layering.

And secondly WHY do they still hold the details of my credit card from 7 months ago? Does data protection allow this??

Because they have a requirement under money laundering regs to show audit trails. I still have copies of cheques on file from people that paid over a decade ago. And yes, data protection allows it because data protection allows for data to be held for legal and liability issues.