Unauthorized auto renew payment taken by AA

JT123

Hi
Sorry for the long post - but recently I noticed that AA had taken a payment from my credit card for auto renewal of breakdown cover.
They have my email and postal address & I keep receiving letters & emails about AA rewards , but I never received any letter notifying me of the auto renewal or even any pack with my new policy details.
The first time I bought the policy, they emailed me the confirmation of my policy but this time there was no email as well.
When I rang them, they said that you are past the 6 week cooling off period from your renewal date - I rang them on 14May and apparently my six weeks ends on 11th May.

I looked through the terms and it says for auto renew you have 14 days to cancel after you receive your policy documentation. As I have not received this to date, I asked for a refund but they refused & said all they could do is raise a complaint form.

What are my options - dont want to lose my money as it is £200 - can I dispute it with my credit card provider - Tesco ?

Please help

JT123

Sorry forgot to say - what does the conflicting information mean - they said 6 weeks but the terms say 14 days ?
And if I dispute it with my credit card provider, can AA leave negative credit on my file or send debt collectors after me?

forgotmyname

Thats why i contacted the RAC before my renewal date. I had not received any paperwork about teh renewal.

I managed to get a good discount also.

You need to keep track of these renewals. Seems to be common with everything these days.
Even though i had a new debit card number they still took the funds without me having to give them the new details.

Not sure if the card company can help? Checked your spam folder for renewal emails?

Took 2 phone calls to the RAC to get my renewal pack.

Quentin

You need to make the formal complaint to the AA.

(You will have agreed to the credit card being used for auto renew when taking out the cover originally, so no point trying to make out this is an unauthorised payment.)

JT123

Thanks for the quick reply.
When I spoke to the CS agent on the phone he said he has logged a complaint form - should i email / write to them with a formal complaint as well.
Any idea what my options are if they refuse ?

McKneff

I don't know where the 6 week thing comes in but I do know about the 2 weeks cooling off period.


You will have agreed to 'auto renew' when you took out the original cover last year, this will be in your original terms and conditions.






Im really not sure that there is anything you can do. If you end up having to keep it, put a note on the end of your calendar to remind yourself next year when it is going to auto renew so you can sort it before hand.


Have you taken cover out with any one else.

JT123

Well clearly I've missed a trick on keeping an eye on renewals

InsideInsurance

They have to notify you prior to the renewal, of cause part of the reason of all the junk mail is that people start ignoring it all and so that auto renewal notice just slips through the net (obv that not the official refund)

Did you buy cover elsewhere to start the date the old one finished? If you did this strengthens your argument.

2 weeks is the statutory cooling off period and what appears in the wording. No idea where the 6 weeks is coming from.

Ultimately you need to raise a complaint with them that they didnt send the renewal notice

JT123

McKneff wrote: »

I don't know where the 6 week thing comes in but I do know about the 2 weeks cooling off period.


You will have agreed to 'auto renew' when you took out the original cover last year, this will be in your original terms and conditions.






Im really not sure that there is anything you can do. If you end up having to keep it, put a note on the end of your calendar to remind yourself next year when it is going to auto renew so you can sort it before hand.


Have you taken cover out with any one else.

No not taken cover with anyone else - as had forgotten that it is up for renewal - only realized when saw it on credit card bill

As they say 14 day cooling off from the time you receive your policy documentation - and i havent received it - isnt that in breach of their terms and conditions ?

Would this be covered by Sec 75 ?

Quentin

JT123 wrote: »

When I spoke to the CS agent on the phone he said he has logged a complaint form - should i email / write to them with a formal complaint as well.
Any idea what my options are if they refuse ?

Make it a formal written complaint.

Read up on their complaints procedure which will be set out in the policy ts + cs.

If they reject the complaint you can escalate it to the FOS for their adjudication at no cost to you.

If you are unhappy with the adjudication you only have the court left to take ut to, and that would involve you in costs were you to lose.

Quentin

JT123 wrote: »

Would this be covered by Sec 75 ?

No .