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Car Insurance Issue - Advice please?!?
alocin86_2
Posts: 7 Forumite
in Motoring
Hi
In November 2011 we took out an insurance policy for my partner's car and paid £165 as an initial payment by debit card followed by 1 payment of £61.12 and then 9 payments of £51.12.
We NEVER missed or made a late payment on the account.
On my bank statement the first payment says 'Initial-sureterm direct', then the next 8 payments just say 'sureterm direct' and the final payment says 'close-sureterm di' I've checked with the bank and the have advised that only the person requesting the direct debit can give each transaction titles like these. No further payments were requested from my account from Sureterm.
The last payment was 25th September 2012 and the policy ended 25th October 2012. We contacted them on several occasions after this because there was a delay in releasing our no claims certificate.
We received a letter this weekend advising that there is still an outstanding balance of £66.12 and unless we pay immediately debt collectors will become involved! This is the first time we have heard anything about it!
When I called the customer service line, she advised that it was standard to make a large initial payment by debit card followed by 10 monthly payments, which is what we did, and that she did know there was a fault with their payments systems around that time.
I then called the collections department who basically told us that for some reason our policy should have had 11 monthly payments, not 10, despite this being their standard arrangement.
He could not explain why this was the first time we had heard anything about the outstanding balance or why nothing was mentioned to us when we called chasing up the no claims bonus after the policy had ended. He also could not explain why Sureterm closed the direct debit.
The problem we have is that because the policy was 2 years old, we only shredded the paperwork last week so we can't even go back to look at our original paperwork. They said they are sending out a copy of our paperwork but there is no way I can prove they have not edited it to suit their own records.
Obviously, if we do owe this amount then we will pay it, but it feels like they made a mistake and have now become aware of it and are now treating us like bad debtors!
The whole thing stinks! I was wondering if anyone knew where we stood with this or experienced something similar.
In November 2011 we took out an insurance policy for my partner's car and paid £165 as an initial payment by debit card followed by 1 payment of £61.12 and then 9 payments of £51.12.
We NEVER missed or made a late payment on the account.
On my bank statement the first payment says 'Initial-sureterm direct', then the next 8 payments just say 'sureterm direct' and the final payment says 'close-sureterm di' I've checked with the bank and the have advised that only the person requesting the direct debit can give each transaction titles like these. No further payments were requested from my account from Sureterm.
The last payment was 25th September 2012 and the policy ended 25th October 2012. We contacted them on several occasions after this because there was a delay in releasing our no claims certificate.
We received a letter this weekend advising that there is still an outstanding balance of £66.12 and unless we pay immediately debt collectors will become involved! This is the first time we have heard anything about it!
When I called the customer service line, she advised that it was standard to make a large initial payment by debit card followed by 10 monthly payments, which is what we did, and that she did know there was a fault with their payments systems around that time.
I then called the collections department who basically told us that for some reason our policy should have had 11 monthly payments, not 10, despite this being their standard arrangement.
He could not explain why this was the first time we had heard anything about the outstanding balance or why nothing was mentioned to us when we called chasing up the no claims bonus after the policy had ended. He also could not explain why Sureterm closed the direct debit.
The problem we have is that because the policy was 2 years old, we only shredded the paperwork last week so we can't even go back to look at our original paperwork. They said they are sending out a copy of our paperwork but there is no way I can prove they have not edited it to suit their own records.
Obviously, if we do owe this amount then we will pay it, but it feels like they made a mistake and have now become aware of it and are now treating us like bad debtors!
The whole thing stinks! I was wondering if anyone knew where we stood with this or experienced something similar.
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