Phone insurance rip-off!

Poppy_Kennedy

Husband was looking through direct debits and saw one to carphone warehouse.

Turns out I have been paying 22.00 every quarter for a phone I haven’t used since 2007!!!

I am very cross as I remember phoning to cancel this and assumed this was done – all this time I have been thinking that the Carphone warehouse charge was my phone bill!!

I have been asked to send them proof of change of phone which I have requested from T-mobile, so they will see that I haven’t been using the Nokia.

What of my chances of a full refund, where do I stand, I just want to get some information as I imagine that they will try and wriggle out of paying me (around £500!!!!) and I want to knmow what my rights are – not much info on the internet.

I receive no correspondence as after I cancelled with them I moved house.

The insurance company is Geek Squad Insurance.

Thanks a lot!

oldgrumpygit

If you have no record of cancellation and they have no record then can't see you getting much joy.

Seems a bit odd that you haven't noticed a quarterly direct debit for six years.

-taff

You can ask them politely for a refund, which I assume you have done otherwise they wouldn't be asking for prof you no longe rhave the phone.
Checking your insurances/direct debits is your responsibility, not theirs I'm afraid, as they don't know you no longer have the phone.
If you cannarrow down when you called, they may be able ot find a record of it, but as OGG says above, if there is no record, your only recourse is to politely ask for a full refund.

dunstonh

I am very cross as I remember phoning to cancel this and assumed this was done – all this time I have been thinking that the Carphone warehouse charge was my phone bill!!

Ask the bank for the date you cancelled the direct debit. If it appears the company set it up again without permission then you can use the direct debit guarantee scheme.

Poppy_Kennedy

thanks both

the operator said if i can prove that i changed the handset i *should* get a refund.

I noticed on a page Martin Lewis has done on this site about a 'direct debit clear out' he put a quote that someone had got a phone insurance refund for insurance they didnt use but nothign on consumer rights.

i know my direct debit is my responsibility, but when you phone to cancel insurance i trust that they have done it for me!

this company have a very bad reputation.

i have no idea when i cancelled the phone insurance it was around July 2007 - i doubt they record all of their phone calls.

i must have a right to claim it back considering i have proof i changed the hanset and i called them?!

Poppy_Kennedy

Dunstonh - i probably didnt actually cancel the direct debit, i would have thought they would have just stopped takign the money out but i will check as i may well have cancelled it via internet banking,

thanks, good idea

-taff

Well, if you moved house, you know when you moved, therefore your phone call would have been roughly the same time. Did you cancel the DD with the bank? If you did, do as dunston suggests.

Poppy_Kennedy

i dont think i contacted the bank as i would hhave thought they would have stopped taking the money and i wouldnt have to!

i didnt think they would continue to take my money - i have had 3 different phones since then.

i feel so ripped off!

[Deleted User]

Poppy_Kennedy wrote: »

i dont think i contacted the bank as i would hhave thought they would have stopped taking the money and i wouldnt have to!

The moral of this story is to take a few minutes each month to check your statements. It's also wise to cancel direct debits with both your bank and the recipient.
I can't believe you've been paying this for six years after your "cancellation"

Poppy_Kennedy

The misleading thing is, the direct debit comes out under the name of 'Carphone Warhouse' - not Geek Squad Phone Insurance.

So i thought that it was my phone bill.

I check my bank statements all the time and apart from this instance i am very careful - i did actually cancel this insurance i remember sittign there doing it as it was just before my wedding day when i was sorting out paper work change of name, etc!

if i cancel somethign i expect for it to be cancelled which is why i am annoyed - i have googled this company and it seems that alot of other people have cancelled it too as you do not need to do this in writing, it looks like alot do it over the phone and Geek Squad conveniently do not cancel it :mad:

I will be able to prove my phone upgrade as i will be getting a letter from T-mobile - i can ask them to check all recordings in 2007 until they find my one which they are not going to do i doubt

[Deleted User]

Poppy_Kennedy wrote: »

i can ask them to check all recordings in 2007 until they find my one

Do you really expect them to have kept a recording of your call?
I think that's a rather unrealistic expectation six years on.