Havn't received my Car Insurance Refund.

MaddieSparks

I had a quote for my car insurance from quotemehappy.com, a very good quote I was happy with, unfortunately I entered that I had 1 year no claims bonus, which is true however it had expired, which I didn’t know. I wasn’t aware NCB’s could expire. So, quotemehappy took my money and I had Insurance however once I had loaded my NCB they proceeded to tell me that it was invalid, I wasn’t aware of this and nothing on there site was clear telling me this information.

I cancelled the policy within 3 days as they got back to me on the 3rd day of cover telling me the NCB was invalid. They have charged me £30 for what apparently is a fee charge and 3 days of cover. Is this allowed as I am sure you are allowed a 14 day or 7 day cooling off period and are entitled to a full refund?

However my main problem is that, I have been told my refund of £459.00 would have been refunded to my debit card within 3-5 working days. It has been 7 days now and I still have no refund. What’s more is every time I e-mail quotemehappy.com they reply with information and answers that seem to me like they haven’t read my e-mail properly or my situatin. E.g I was told part of the £30 charge was due to me using a credit card, I purposely used my debit card so I didn’t have to pay this extra charge. I have also had an e-mail saying I am not due any funds of £30 when my original e-mail was actually asking where my £459.00 refund is. What should I do? Should I contact someone else and are they allowed to charge me this £30?

Quentin

Quotemehappy is part of Aviva, (say no more).

However aviva have an online rep who gets alerted whenever the word aviva turns up on internet forums, and often jumps in to try and get the matter off the front page.

So maybe the aviva rep will turn up here!

Failing this, keep contacting them for your refund, and get them to itemise any charges they deduct and dispute them if needed.

Faith177

The 14 day cooling off does not mean you won't get charged you will still get TOR and fee. It just gives you the option to cancel if you wish.

Are you able to call them you might have more luck that way?

MaddieSparks

I hope they do! Thanks!

How long should I keep contacting them about the refund? And who would you say I should escalate it to, the FOS maybe? I can't find a complaints department on there website and apparently because everything is online, there isn't a phone number, surprise surprise!

Quentin

No you can't get them on the phone.

Just keep on at them for your refund.

As far as escalating, go through their complaints procedure first - it will be set out in the policy docs.

Bear in mind it does take a few days for refunds to hit your bank.

Faith177

You would need to complain to the company first these are the contact details for that www.quotemehappy.com/not-happy

Make sure you put the title as Formal Complaint though. They will have 8 weeks to deal with your complaint before you can go to FOS.

Also check with your bank to see if the money is stuck as a pending transaction on your account?

MaddieSparks

I have checked on my account on quotemehappy's online website and none of my policy documents are there, I will go through that link, thanks for that. I'll phone my bank as well, fingers crossed I eventually get it back. Thanks for all your help.

Quentin

Their complaints procedure:

http://www.quotemehappy.com/portals/0/docs/Quotemehappy.com_Complaint_Enquiry_Leaflet.pdf

[Deleted User]

MaddieSparks wrote: »

I had a quote for my car insurance from quotemehappy.com, a very good quote I was happy with, unfortunately I entered that I had 1 year no claims bonus, which is true however it had expired, which I didn’t know. I wasn’t aware NCB’s could expire. So, quotemehappy took my money and I had Insurance however once I had loaded my NCB they proceeded to tell me that it was invalid, I wasn’t aware of this and nothing on there site was clear telling me this information.

I cancelled the policy within 3 days as they got back to me on the 3rd day of cover telling me the NCB was invalid. They have charged me £30 for what apparently is a fee charge and 3 days of cover. Is this allowed as I am sure you are allowed a 14 day or 7 day cooling off period and are entitled to a full refund?

However my main problem is that, I have been told my refund of £459.00 would have been refunded to my debit card within 3-5 working days. It has been 7 days now and I still have no refund. What’s more is every time I e-mail quotemehappy.com they reply with information and answers that seem to me like they haven’t read my e-mail properly or my situatin. E.g I was told part of the £30 charge was due to me using a credit card, I purposely used my debit card so I didn’t have to pay this extra charge. I have also had an e-mail saying I am not due any funds of £30 when my original e-mail was actually asking where my £459.00 refund is. What should I do? Should I contact someone else and are they allowed to charge me this £30?

Hi MaddieSparks

Sorry to see your post. I have contacted our QuoteMeHappy team with regards to your refund and they are looking into this for you now. They should be in contact by email later today by email to confirm what is happening.

I hope this helps and we can get this resolved for you soon

Kind regards

Dave

MaddieSparks

I have received another e-mail from quotemehappy, this time informing me that there refund to me was sent on the 7/8/12 and was sent back on the 7/8/12, I have phoned my bank and they have said there isn't or hasn't been anything credited or trying to be credited to my account by them. Quotemehappy also said a refund has been re-sent on the 14/08/12 however my bank have said they would have seen this at the close of play yesterday (15th) and they do not see anything from them at all.