Hastings Direct? Bah! So much for customer loyalty!

Suzy_Hastings

You couldn't make it up... phone call first this morning from the helpful chap in 'Customer Relations' at Hastings Direct. He confirmed that everything was fine; we talked through my reasons for changing insurance companies; I thanked him for his help (genuinely) and he said he hoped I might consider Hastings Direct next year and he'd be happy to assist me should I choose to do so. Lovely jubbly... until 5.06pm tonight! Phone call from Hastings Direct saying they were phoning about my payment, oh but no, it's ok they can see I've already paid, sorry to trouble me...??!!! Whoa there tiger!! Already paid?? Apparently, despite my policy being cancelled and my credit cards details deleted (which I checked twice with the woman last Tuesday, for the benefit of the tape you understand...), it's suddenly been resurrected and payment taken from the credit card, whose details they deleted last Tuesday!! What a bunch...!! Wouldn't touch them again with an Olympic sized barge pole. But it's ok... they're refunding my card, LOL!! Oh that's ok then...

vaio

and whilst premiums get collected in the blink of an eye, refunds are done using a paper based system that involves sending the voucher to a data centre in darkest bombay using redundant boats from the Slow Boat to China fleet.

Complain and complain again and keep this thread updated please

vaio wrote: »

surely, like on other financial services mis-selling events, now the "glitch" has been discovered then, to comply with the "treat the punter fairly" rule, Hastings need to identify other cases where the same happened and refund those too.

How about it Jamie?

Any news Jamie?

Suzy_Hastings

Hastings Direct appear to have Lemony Snicket working for them... the whole thing was a just a series of unfortunate events. Apparently someone had noticed earlier in the day that my credit card had been charged incorrectly and had already refunded my credit card... So why did I get a call at 5.07pm asking for payment?? It was all due to unnecessary phantom diary entries and a lady who "didn't know what she was doing". LOL! Let's hope for their sake that my credit card has been refunded....
Oh, and the computer had re-set the cancelled 'recurring payment switch' and that is how they accessed my deleted credit card details. That computer's got a lot to answer for! Wonder if it'll lose it's annual bonus?

vaio

you obviously don't understand how bonuses in the financial services world work