"CITYMAIN ADMINISTR" bank account charge

Brigstock

I found this thread after, like so many others, I found an unexplained DD on my account. I'm appalled o find it was a mobile phone insurance policy. I would never take out any kind of insurance policy and feel like I've been robbed. I have immediately cancelled the policy and am trying for a full refund.

The email address I found in the above posts doesn't seem to be working so I've contacted CityMain using their contact form on the Citymain website.

They have responded to my contact with some questions on the make and model of my phone. I've responded and am now waiting to hear back from them.

bizw0z

Had an email from them to say thanks for taking out the policy. I didnt intentionally, i just forgot to untick the box.

They must spend so long cancelling policies that the message now goes along the lines of:

to cancel...

TEXT: CANCEL <space> SurnamePostcode to 81400

Tel number is:

0844 576 2273 between 9.00am and 5.30pm from Monday toFriday

Hoping i dont need to call.

redpostbox

New to this site. Looked at my account, and just had never really noticed this going on. Not brilliant at checking statements, it must be said, normally just do the balance thing. No longer! I will be checking! I had 3 payments going out to these people.

I have emailed them, detailing the contracts (one of which was cancelled within 7 days of taking it out due to no signal where I lived!), and listing the payments, and telling them I expect a refund.

I entered into no contract with these people, only with the phone people. I received no correspondence to confirm, therefore these payments were unauthorised.

Will wait to see what happens.

MrC01

Yep I'm another who has found out a DD has been set-up without knowing... There's no way I would have not unticked or ticked a box so this option must have been hidden away somewhere. If I cancel the DD at my end do I also then need to contact CityMain or is that enough?

Thanks in advance

craigy74_2

Thanks for all your comments people. Its opened my eyes alot. I went to the shop with my bank card today knowing exactly how much I had on it and it was declined. So I went online to see why my money had gone and I was sooooooo shocked to see this company had taken it by DD. Thing is I never had a clue about any insurance I had on my phone. I was NEVER informed of this insurance and If i had, I would of said NO NO NO. SO THANKS AGAIN FOR ALL YOUR INFO ABOUT THIS ROBBING NO GOOD COMPANY. I WILL NOW GO AND TRY TO CANCEL IT.

redpostbox

After sending an email, then another because they did not respond, I received the following response. The first phone I only had for 1 day before sending it back! I maintain that I did not receive any correspondence from them by mail, nor did I consent to any amount being taken from my account by direct debit, however I have accepted the offer on the basis that I do accept that I am personally responsible for maintaining my bank account.:

Thank you for your email. We would like to take this opportunity to advise you that Citymain Administrators Ltd is the claims administrator on behalf of Underwriters in respect of BuyMobilePhones.net insurance scheme. We are also responsible for the collection of premiums.

We would confirm your details were transferred to us by BuyMobilePhones.net as having accepted the insurance with the first three months being free, when you purchased an Acer E110 on the 1st September 2010, a Nokia 2220 Slide on the 8th October 2010, and a Motorola Flipout on the 16th August 2011. The insurance offer and information was available to view and remove in the shopping basket on the website during the sales process.

As per the Buy Mobile Phones website terms and conditions, it stated:

17.Insurance

17.1. Customers taking our 3 month free insurance offer must agree to our insurance terms and conditions available separately on our website.

Our letters confirming the set up of the insurance/Direct Debit was also sent to the address above on the 1st September 2010, 8th October 2010, and on the 16th August 2011. These were separate letters to that of the purchase of the phone, and separate to that of your mobile network contract. We also enclosed a copis of the policy documents, which confirm that the ‘period of insurance’ is for each billing month as they are not annual policies and so will continue to run until such time as a cancellation request is received from the insured. It does not end when the mobile phone contract ends. The terms and conditions also advise that the insurance is transferable on to a replacement phone. As no contact has been made from you in relation to this policy, it continued. Following you cancelling the direct debits with your bank, the policies have now been cancelled for you.

We can only act on the information received from Buy Mobile Phones and are not responsible for the sale of the Insurance. Should you require further clarification of the set up of your insurance, we would ask that you contact their Customer Service Team on 0844 880 8100.

It is an individual’s responsibility to regularly monitor and reconcile their own banks accounts, and therefore we would maintain that Citymain Administrators Ltd and the Underwriters are not responsible for the direct debits being taken unknowingly. In this we are unable to accept liability for the payments already taken however, as a gesture of goodwill, the Underwriters have agreed on this occasion to a refund the following:

• A1Ins – After confirming with Buy Mobile Phones, we have agreed a full refund of £173.71
• A1Ins - £100.00
• A1Ins - £75.00

We trust that under the circumstance you will agree that this is a fair and reasonable offer, and if you wish to accept, we would ask that you please confirm by signing and returning a copy of this letter by post, or scanned and sent be email.

---

mamazaac

Can anyone supply Citymain's email address please?

flo22

I've just noticed this one on my statement. Been stung for 2 payments and I most definitely never took up phone insurance as I already have it. Cancelled on my account straight away then phoned them up, quoted Direct Debit Scheme Rules, mentioned DD Indemnity claim and requested proof of my authorisation and their Pre-Notification. Full refund to me promised.

Bana

I phoned 01983618300 to cancel DD set up, without my knowledge, when I get a new Mobile. The call was easy and after confirmation of my details and what I was complaining about (been paying since Dec 2012), she cancelled the DD and said a full refund would be on the way. (up to 10days). I had also cancelled with my bank. Very easy process.

solentcollect

Thanks all for the information, as I have been requested to attend to a friends books, have wondered who they were as he has been paying out for over 5 years. Must see if I can get him a refund.