Bike Insurance cancellation fee drama

Ash_G

Hello all, I'm looking for a little advice here.

on I believe the 2nd of may I cancelled my old policy as it was an utterly unreasonable price for my new motorcycle. while cancelling with Bennetts they mentioned a cancellation fee which I sucked up and paid, a total of £24.36. on the phone the gentleman who took my details said it was all done and my policy was cancelled allowing me to use my no claims else where.

About a week or so later I received a phone call demanding payment of the cancellation fee, I queried this as I knew I had paid on the day of cancellation. the person on the phone said they would look into this as it has been marked that I gave my details and made payment but the actual payment was never processed, she said she would look into it further and get back to me.........she/they didn't.

I then received a letter demanding payment but after 20 minutes in a queue on the phone I gave up to do real life things that are a better way to waste my time.

I sent an email asking what was going on on the 11th june and I have proof of this and I was asking why I gave my details if payment was not taken and I would be happy to pay providing they can prove they didn't receive a payment from me and an apology for not explaining what had happened and never getting back to me with my questions on the phone etc.

I got a phone call last week demanding payment once again and when I asked about the email etc and how I was inquiring as to what its all about and why payment wasn't taken etc she said she had no idea it just says I haven't paid and I need too. I told her the whole story and she said she would call me back the next day........she never

two days ago I receive a letter of final notice for the outstanding fee with still no reply to the email I sent them which was the 11th june (which returned an automated email confirming delivery and a ref number.

I called them today to try and get further information and all I got was yes you gave your details and the system says you paid. but no payment was received. if you can prove the payment has left your account we will drop this.

am I in my right to ask them to provide this proof as they want the money and its their mess up? should I ask for a letter detailing why payment was not taken when I was reassured it was on the day of cancelation? were they right to send me a final notice despite in my mind this is an ongoing thing as I was waiting for correspondence? were they wrong to just call me demanding further payment rather than calling and detailing what had happened? should I be concerned about giving my details if they were never used perhaps? also where they right to never respond to my email despite the c=automated confirmation email stating they would be in contact as son as possible?

any help on this as in my mind I'm not bothered about £24.36 but the customer service here and actually telling me what happened is totally appalling. . . .especially at the end of the day when I did give my details and was reassured I had paid. yet it seems I have not. . . . . . am I still liable to pay after all this or is it their issue?

thanks for any relevant feedback / responses.

kind regards.

Ash.

McKneff

For goodness sake, calm down

You have made a mountain out of a molehill. All you had to do was check your bank statement,
tell them that indeed it had not gone out, paid them, and keep chekcing your statement till it did go out.
They made a mistake but you have created a major drama out of it and yes, you owe it so you need to pay it...

rudekid48

Did the money go out of your account or not? I don't understand why you need them to tell you that when you would already know?

I think you know the answer and are just looking for a way not to pay it...

Ash_G

as mentioned above the money I don't care about and intend to pay, its owed, ill pay it. its the fact that none of my questions had been answered etc but I was (it would seems) being ignored, nowl this final notice came through the post without any reply to my email sent over a month ago asking what had happened exactly before I pay, it was a very simple request.

it also seems really strange that they cannot prove as to whether I did pay or not therefore they would like me to prove I have paid? that just seemed odd to me?

dunstonh

am I in my right to ask them to provide this proof as they want the money and its their mess up?

How about you supply them with proof of payment and this whole thing will go away?

should I ask for a letter detailing why payment was not taken when I was reassured it was on the day of cancelation?

What will that achieve other than wasting yours and their time?

any help on this as in my mind I'm not bothered about £24.36 but the customer service here and actually telling me what happened is totally appalling.

By all means, raise a complaint about poor administration but tone it down a bit. No need to be OTT and create unnecessary hoops to jump through.

sheramber

How can they prove they haven't got the payment other than telling you that there is no record on your account of the payment being received?

However, you can easily and quickly prove if the payment has gone out of your bank account and then they can follow this up and trace it.