Brighthouse not removed optional service cover from 2yrs ago

michelle_stt

Apologies if this is in the wrong place.

I have an item from Brighthouse (yes I know the shocking price and it wont be happening again).

In July 2013 I took out home contents insurance. I called into the store to cancel the optional service cover on the 3 items I had. It took around 3 weeks of battling with them for it to be removed. They explained about the optional service cover and that I could get my sofa fixed etc which by this point after coming and going over a few weeks I asked them to remove everything.

My sofa is paid off Nov this year.
I have just had a statement through saying I have been paying optional service cover despite being told it had been taken off.

I've just rang the customer relations but they have said I need to deal with the store.

I've rang the store who have said its basically my word against theirs. His exact words were there must have been a misunderstanding in communication.

Any ideas where to go now?
I have to ring the manager who isn't in until Monday now.

Thank you.

-taff

DO you have any proof you asked for it to be removed?
Fsiling that, proof of your contents cover?

If you do, send copies to them, reiterate you asked for it to be removed. If they disagre with your complaint, go to the Ombudsman.

michelle_stt

Thanks for the reply. I don't have proof no. At the time they wouldn't accept my printout of my documents so I had to request them to be sent from my insurance. After a few weeks of going in they finally accepted it was real insurance. They tried talking me into keeping the optional service cover but I repeatedly asked for everything to be removed which I was told they did. I re signed my agreements and left.

The regional manager is due to contact me within 48hours.
I still have proof of my home contents insurance.