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Petplan - avoid
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ian1969uk
Posts: 251 Forumite
Just a heads up about Petplan and their shoddy service.
I had been with them some years ago, recently decided to switch back to them due to the uncertainty around the future of Axa Pet Insurance. I took out two policies online, and gave the correct details for the direct debit.
However, Petplan made a mistake and used the old account details (this account is still open but never used so has no money in it). The direct debit was of course refused on that account but I was charged £25 for this by my old bank.
I rang Petplan who acknowledged that there had been an error, and asked me to write to them and send a copy of the letter from HSBC confirming the charge. I did so. I also cancelled the policy and reinstated the Axa policy (rather take my chances with them).
Petplan then wrote back asking for a copy of the bank statement as well, which I sent to them. Both letters were sent recorded delivery, so I am now down £28.40.
Petplan have not been in touch since I sent the statement in early October, they appear to be simply ignoring me and no-one ever gets back to me.
I am now torn as to whether to complain to the Ombudsman or send them a letter before action.
Just wanted to warn others that Petplan do not appear to be a company keen to rectify their mistakes.
I had been with them some years ago, recently decided to switch back to them due to the uncertainty around the future of Axa Pet Insurance. I took out two policies online, and gave the correct details for the direct debit.
However, Petplan made a mistake and used the old account details (this account is still open but never used so has no money in it). The direct debit was of course refused on that account but I was charged £25 for this by my old bank.
I rang Petplan who acknowledged that there had been an error, and asked me to write to them and send a copy of the letter from HSBC confirming the charge. I did so. I also cancelled the policy and reinstated the Axa policy (rather take my chances with them).
Petplan then wrote back asking for a copy of the bank statement as well, which I sent to them. Both letters were sent recorded delivery, so I am now down £28.40.
Petplan have not been in touch since I sent the statement in early October, they appear to be simply ignoring me and no-one ever gets back to me.
I am now torn as to whether to complain to the Ombudsman or send them a letter before action.
Just wanted to warn others that Petplan do not appear to be a company keen to rectify their mistakes.
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Comments
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Make a formal written complaint informing them tht you will refer the matter to the ombudsman should they not comply.0
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Just an update on this.
After contacting them through Facebook, I was promised a resolution by Wednesday 20th November.
It is now Friday 22nd November and I have heard precisely nothing.0 -
Social media is the way to go. Keep nagging them on it with all the details. They don't like bad press being plastered all over a very public wall
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