Domestic and general repeat billing without permission

gh123

Hello all,

I don't usually use appliance repair contracts but...

A few months ago I took out a 3 month repair plan with indesit which included the initial fault and any new faults withing the 90 days. If they cannot fix it, you get the full amount back.

D&G were the insurance firm indesit used.

It suited me at the time to pay about £130 as I couldn't afford a new machine and felt that it would be a difficult fault and worth the £130. As it turns out they did loads of work on it and they must have made a big loss overall in terms of parts and labour.

When I took out the policy I SPECIFICALLY asked if it finished at 90 days and does not repeat bill. They assured me thay when 90 days is up, it's finished.

I asked again before the end of the call if I remember correctly.

Near the end of the 90 days they still hadn't fixed all the faults with the machine. I phoned up and said what happens now, you haven't fixed it within the 90 days and I don't want to renew? Also, can you confirm that it does not auto renew? They said no, at the end of 90 days, it finishes, simple as that. So after all these visits, I complained that they could not fix my machine and as per their agreement, they are supposed to give you your money back if they can't repair it. In the end, they said intermittent fault etc, it's not that we can't repair it, it's just not doing the fault now when our man is there etc etc. At this point we'd waited in on about 6 or 7 occasions over 3 months, often with no working washer dryer so we were fed up. The best I could get from them was a further 90 days free and confirmed that it was FREE.

Now I have noticed that they have taken a payment the past 3 months out of my account. I had told them on 3 or 4 occasions that after the original 90 days ended that I said I didn't want to be repeat billed, and also this second 90 day period is supposed to be free.

I phoned D&G tonight and they said they will 'ask' if I can get a refund but can't promise anything.

They said I should have had a renewal notice in the post and if I DON'T want to renew I've to get back to them. I don't remember seeing this notice. If they don't send it recorded delivery then how can they say it's my fault?

How do I stand here as I repeatedly told them from start to finish that I only signed up on day 1 on the assurance that it was just a 3 month contract which just finished when the 90 days was up. I asked this very question before I agreed to the contract. Also, 3 months free? What happened to that?

The only thing I didn't do was write every call down with names and times but if I complain, are they(indesit and D&G) obliged to listen to any calls made in reference to my claims?

Thanks for any replies.

mikey72

Put it to them as a written complaint, and request your money back. If they don't pay refer it to the FOS as a complaint.
Also tell your bank that no further payments are to be made and the continuous payment authority is cancelled. Make sure the bank accept this, as some aren't quite aware they are supposed to.

http://www.financial-ombudsman.org.uk/publications/ombudsman-news/103/103-ask.html

Former_MSE_Alana

Hi

Domestic & General has asked us to post a message on its behalf. MSE doesn't endorse anything a company says on the Forum.

"Hi,
I'm sorry to hear that you are having this problem. Please email me at customerhelp@domesticandgeneral.com with your plan number and contact details and I'll try to help resolve it for you.

Kind regards
Domestic & General"