Help!! Robbed by Endsleigh and its not my policy!!

dawnie_1066

The thing that irks me is that I had to initailly pay Endsleigh using veri-sign for visa to stop fraudulant use of my card but surely that is exactly what Endsleigh have done its no better than robbery.

mikey72

It probably is.

Engsleigh should reimburse you, plus any costs you have incurred, such as going overdrawn etc.
The problem is they probably won't. It's worth asking, but possibly you would need to go to Money Claim Online for the money.
They know they've done wrong, it's worth a bluff for say £25 compensation from them.

dawnie_1066

Yes I think I will try for a token payment but somehow I think I will be having a long wait....

magpiecottage

Tell your bank

1) It is an unauthorised debit, so you want it reimbursed in accordance with FSA role BCOBS 5.1.11R

2) You need this done immediately in order to maintain a subsistence balance.

"Subsistence balance" is a term used by the FSA to mean needed to meet essential living expenses and priority debts.

dawnie_1066

Well here I am 12 days after Endsleigh stole my money and still waiting to get it back.
I contacted the Nationwide the day it happened was told a Visa chargeback form had been raised.
Phoned the following Monday demanded to speak to a supervisor who told me that the Visa chargeback form hadnt been raised at all and blamed computer failure so raised a new one and advised chargeback team it was urgent told me they would contact me within 3 days. Wasnt convinced so I raised initial complaint with FOS.
I waited for Nationwide to call - nothing so called Friday to speak with same supervisor I got fobbed off and told she would call me back - nothing..
I phoned again this Monday fobbed off yet again was told she would phone back...
Well I was surprised when 4 hrs later she did but only to tell me it was out of her hands as it was at manager level now and he would be phoning within the hour waited - no call
Tuesday he called explained that they had received my FOS complaint and he wanted to explain the system and to help said he would get the Visa chargeback team to call me.
They did call me and said they had only just raised the chargeback form 11 days after the event and that it would now take up to 30 days for a refund.
I am so angry about this situation I know it is not Nationwides fault Endseigh stole my money but what a awful response to a customer suffering this stressful event

dawnie_1066

Further to my previous post I have now recieved a letter from Nationwide accepting that they have initially failed me as their customer and have offered me £50 in compensation in full and final settlement of my complaint.
I cannot help but feel this would not have been forthcoming if I hadnt lodged the complaint with the FOS and part of me wants to carry this complaint through as it isnt about the money its the stress this situation has caused and by not responding quickly enough Nationwide have compounded the problem.
Id just like to know they could learn from this and if it happened to another customer they might get better service than I have.
Any suggestions ?

Valli

dawnie_1066 wrote: »

I know it is not Nationwides fault Endseigh stole my money but what a awful response to a customer suffering this stressful event

dawnie_1066 wrote: »

Further to my previous post I have now recieved a lettrr from Nationwide accepting that they have initially failed me as there customer and have offered me £50 in compensation in full and final settlement of my complaint.

It's not your responsibility to ensure Nationwide's staff are correctly trained; they *should* learn from this; Nationwide's failure was to not do the chargeback in a timely fashion.
If you're happy with £50 take it; FOS might deem it a sufficient award in these circumstances. If you want more money then hold out for more. Not saying you'll get it mind.

sonee2405

Hi just read your post.
They have done the same to me and are refusing to pay back so have complained to a manager. They took £94.21 from my account on the 29october which now leaves me with insufficient funds to pay my council tax. I am going to my bank now to see if they can do a chargeback.

dawnie_1066

Well good luck to you I am still waiting to get my money back as of 04/11 I am still really angry about this situation it shouldnt be allowed to happen at all.
Im still undecided what to do with Nationwides offer of £50 compensation for their failure to act sooner.
Id rather seek legal advice to see if Endsleigh can be forced to stop debiting third party cards in these situations it has left me financially struggling for the last few weeks but they dont care.... Shame on them

dalesrider

dawnie_1066 wrote: »

The thing that irks me is that I had to initailly pay Endsleigh using veri-sign for visa to stop fraudulant use of my card but surely that is exactly what Endsleigh have done its no better than robbery.

Its not fraud and it is legal.

I guess your friend cancelled the DD, while still owing money, as such as in the T/C they will take payments from any card used before.

To take further payments they will do as card not present at the retailer. Does not even need CVV.

You need to know the date your "So called friend" cancelled with Endsleigh, as this will be the strongest chargeback. On the basis of cancelled CPA.
But what is the worry here is monthly payments. many ins policies paid via this method. Are nothing more than a loan that is taken out to pay the ins in one go, and then the loan is paid back.
So cancelling can actually leave you ending up owing more than the policy cost.

Sadly you have learnt a very costly thing.... NEVER offer to use your card to pay anything for anyone else.... No matter what they say.

Still one thing should they ever require ins again. A chargeback to claim the money back will leave a nasty mark on the ins database and cost them dear in the future.....
Might be worth while mentioning this to them to see if no matter how hard up they are that they will pay you and save thenselves a lot of pain in the future.