Hastings Direct Car Insurance

howardtaylor

hi all

1st thread in this forum, so apologies if this is in the wrong place.

Here goes...
I have car insurance with Hastings Direct, who i called to change the account my direct debit comes out of. They say they actioned this and sent me a letter saying so with a payment schedule.

This week i receive another letter saying that i have missed a payment and have £20 default fee. So i call up to discuss and they say that they attempted to take the money from my new account details and the transaction failed, and this was my banks fault (HSBC). and they rush me through settling up my bill + the £20 fee on the phone with my debit card.

So i call up HSBC to see what the issue is and they say no its not us, looks like Hastings didnt change the account details. Soooo i call up Hastings again to complain and they are still saying they did change the account and that they arent at fault and offer me a £10 refund, to 'meet me half way'.

Who is at fault here? who should i be pursuing?
Its not a huge amount of money but i still feel like im being punished for someones error!

cheers

InsideInsurance

So HSBC are saying they didnt receive the DD request, did you speak to your old bank to see if they received a request around the date Hastings says it was declined?

Quentin

You need to pursue the complaint with Hastings. (They have half admitted their error already!). Tell them their £10 is unacceptable and you require a full refund of the £20 as the fault is theirs as confirmed by your bank.

Send a complaint via their complaints procedure set out in the policy, then if necessary you can escalate it to the FOS (at no cost to you).

If Hastings decide to contest the FOS it will cost them £550 (and you nothing) even if they were to win, so it's highly likely they will cave in early and refund the whole £20.

Hastings_Direct_company_representative

Hi howardtaylor,

Thank you for taking the time to post here on MSE. I am sorry to hear you have encountered problems with your direct debit payments with us. Can you please send me the detials so that I can have this investigated for you? [EMAIL="help@hastingsdirect.com"]help@hastingsdirect.com[/EMAIL]

Many Thanks,
Jamie

howardtaylor

Thanks all who replied. seems hastings have contacted ill email them directly and will hopefully resolve the issue.