axa cash builder fiasco

banner188

I have been trying to surrender two of these policies for the past 3 months. Axa are terrible. I kept asking for the surrender forms and they kept failing to send them. After numerous phone calls and two months I asked for them to be sent by recorded delivery and they said it would take 2 weeks so I said no chance.
Then I wrote a letter to surrender them manually and they stalled me by saying I'd missed some information.
Then I sent another letter with all they asked for and it has been nearly 3 weeks since I heard anything.
Rang them again and they are now saying that they haven't recieved my second letter and just offering to send out another surrender form.
What can I do here?

Reaper

For starters I would check they have the right address for you!

I would also log a complaint with them. With some companies that means somebody more senior looks at the case instead of a junior person keeping hitting the "send form" button despite repeated failures.

Axa have a poor reputation on this product, including mis-selling. You can see various previous threads by doing a forum search.

banner188

Thanks for reply, yes they have the right address, checked each of the 5 times I rang, also no problem recieving updates or advertising from them over the years.

Funnily enough, when I cancelled the direct debits for the policies, I recieved notifications within days asking what had happened.

This is a simple case of stalling/lack of action due to me leaving the policies and now they are saying they haven't recieved the letter I sent, the first letter I've ever sent anyone that went missing, how convenient!!