Been getting charged for phone insurance

al_bundy

Hello,my Mother noticed on her bank statement that she has been getting charged £8.00 a month by the carphone warehouse,she rang them up and they said it was for handset insurance.
Now,when she got her new phone,you got a months free handset insurance,but the day she got the phone,i rang up and cancelled the insurance because we thought it was a waste of money and did not want to forget about cancelling the insurance.
She has been paying the £8.00 for nearly 2 years(yes,i know she should have been keeping an eye on her statements)so i rang the phone company up and explained what had happened and that the insurance had been cancelled.
They said the records show nothing about a cancellation and after an investigation they said they have no record of getting a call from us.
I have no proof that i rang them,except for the fact that i know i did and i am 100 percent certain,but thats it.
Is there anything we can do?

grumbler

The only you can do is to prove that you did ring them, but after 2 years it would be very difficult if not impossible.

Tony5101

In a nutshell - unless you can prove that you made the call - then no - there's nothing that you can do. 2 years is a very long time to keep call records, so I'm extremely surprised that CPW have been able to verify that they have no record of a call. With the amount of calls they get, I'd be very surprised if they actually keep any call records of any substance longer than 3 months. The physical size and cost of storage would be immense to keep call details for this long. (Unless of course they mean that there is no record of the cancellation being put through on your Mums account - which is a completely different kettle of fish)
It's a valid policy that you've had for 2 years, and sadly you've already said it all really - your Mum should have noticed before now, so that it could've been rectified long before now.
The only good thing, is that now you have noticed, and can therefore effect an immediate cancellation of any further costs.

mobilejunkie

For quite some time when you agree to a new contract with any CPW company (and many others for that matter) over the internet you agree to TWO "extras"; the insurance AND something called either TMTI or Gadget Helpline. Not sure about the shops or the when but it's entirely possible they signed her up for both and you only cancelled one, without realising there were, in fact, two.

MissKeith

mobilejunkie wrote: »

For quite some time when you agree to a new contract with any CPW company (and many others for that matter) over the internet you agree to TWO "extras"; the insurance AND something called either TMTI or Gadget Helpline. Not sure about the shops or the when but it's entirely possible they signed her up for both and you only cancelled one, without realising there were, in fact, two.

I can clarify that, when you sign up in store, you get a Geek Squad service plan which is both insurance and tech support. One policy, one direct debit so that's not what happened here.

Lenjunier

I have just discovered on my bank statement insurance for a phone I bought from CPW in 2008 but was cancelled in 2009 when the I was told in shop that the Ins wouldnt cover water damage on the phone. They have continued to take the money from my account for a phone we havent owned for 3 years or more even though the lady expalined that those policies dont actually exist anymore. Ive never had any kind of correspondence from them, if i hadnt spotted it, it seems that they would have continued for decades to take money out of my account. As it comes out every 3 months and isnt a huge amount (£27.45) I hadnt spotted it as regular debit. Rang them today to be told I have to log a complaint before they can consider any refunds although she didnt sound hopeful, how is it possible that as I have NEVER had a written contract from them and that as I cancelled the contract in early 2009 that they can continue in perpetuity to take money out of my account. Feels like a scam to me, how many people are they taking money under false pretences from?? This was ins sold when I bought the phone in CPW shop and I took the damaged phone back to the shop, they couldnt help so I cancelled it!!!

PJB

Ask your bank to reclaim via direct debit indemnity, not sure how far back they can go though, depends on your bank