Help with a refund

Mickyk

A little long winded, but I will give the short version.

I took out a mobile contract, and was sold insurance with it. I phoned and cancelled the insurance within a week.

So I assume, job done.

I lose my phone on Holiday, but because I work with mobiles was able to get a replacement easy enough. So I phone up get a new sim, etc.

Then a further 2 months down the line I find that I have been charged for the insurance @ £12.99 a month for the past 6 months.

I figure, no need to get testy, they will realise their mistake and amend this with some due haste.

I call up, to which I am told I will not be given a refund, and it was my responsibility to check my bill.

So I came back with the response, that it was understandable that I most likely should have checked my bill, but why would the onus fall on myself to check that requests I have been told are done, are actually done. Am I to come behind any representatives and ensure they have done their job? In that case why have them at all?

I also posed the question as to when I called to report my handset stolen, why was I not informed at that stage of the insurance on the account?

I also requested them to get the call recording transcript, and email myself a copy, but they seemed quite reluctant to do that.

I am due a callback tomorrow from a manager, and would love some advice on what questions and statements to pose to them in order to get this resolved with as little hassle from here onwards as possible?

At the beginning all I wanted was a refund of the amount paid, but as this drags on and on, and more of my time is wasted on calls that I have to make 2-3 times as I get mysteriously cut off, after explaining my issue, although feel a little extra would not be a huge ask now.

Although I believe I will be doing my talking by walking the 3 contracts out of there at the end of the summer.

spiro

They failed to cancel insurance, you failed to check they had. Sounds like 50/50 to me.

latecomer

Tell them you want to claim on the insurance for the phone

Mickyk

An insurance claim would definately fail at this point, as I am sure there T&C's state that you have to make the claim within 7 days of the phone going missing.

And I am aware that I should have checked, but they are denying any responsibility which is getting my back up.

Buzby

It all hinges on whether you are going through a third-party insurer or one that is closely linked to your network operator. If you can prove that you gave notice to end the insurance, then that is the proof you need. If you cannot prove it, then it is down to their goodwill to rebate any use - if they do not, you cannot force them.

I'm assuming you paid by DD? This is another of the reasons firms love this type of payment method, as it allows them to be paid, whilst users who are not vigilant don't spot their money hemmoraging away....

PJB

I had the exact same problem, cannot remember which company/contract now. They refused to pay the money back so I rang my bank and made a direct debit indemnity claim and got the money back in my account within minutes!

macman

Did you not cancel the DD when you cancelled the insurance? Only you can do this, not the payee.