Domestic & General Services - Mis-sold plan?

charmedsocks

Hi
This is my first post and I'm looking for some advice about Domestic & General and a plan they sold me.

My fridge freezer broke and I rang hotpoint to enquire about an engineer. I was clear with them that I didn't want anything expensive when the cost of a new appliance is reasonably cheap. They offered me 3 plans, one of which was a repair or refund: £129 over 6 months for call out and all parts, and 6 months cover on the repair. If the engineer cannot fix it, you get your money back.

It took 8 days for an engineer to come, who spent 10 minutes at my house and couldn't fix it. He called the powers that be and advised the fridge couldn't be repaired.

I believed this was the end of it. Then I notice a Direct Debit is still active on my account so I cancel it and contact D&G to advise I've been charged the first payment of £21.50 but my machine wasn't fixed. I am advised that I "misunderstood" and its in fact a refund of £54.98 which is "half of what I've paid". I cannot get an explanation as to how this is calculated and they wont tell me how half of £129 = £54.98.

I was told on the phone that it was a repair or refund. I have been sent no paperwork (I don't know if I agreed to no paperwork on the phone) and so I haven't had the chance to review the agreement and cancel.

Assuming I can get the "refund" of £54.98, I feel that £74.02 is a lot for 10 minutes of an engineers time who told me he lived 5 minutes from my house, after waiting 8 days for an engineer in the first place.

Do I have any rights to fight this?
What happens when they try make the next direct debit and I've cancelled it?

Although this dispute is on-going, they have since rung me to try sell me insurance for my new appliance. Very bizarre.

Thanks for your help

maninthestreet

They haven't refunded you anything, have they??

sheramber

Have you only paid one direct debit payment of £21.50?

If so, how can you get a refund of £54.98?

I think you need to ask for a copy of what you were signed up to.

maninthestreet

Insurance premium tax is 20% for appliance insurance, but (2 x 54.98) x 1.2 is 131.95, not 129.

charmedsocks

@maninthestreet no and I've only made one payment so far of £21.50

this isnt an insurance policy - its a service plan apparently
Thanks

charmedsocks

sheramber wrote: »

Have you only paid one direct debit payment of £21.50?

If so, how can you get a refund of £54.98?

I think you need to ask for a copy of what you were signed up to.

Yes I've only made one payment of £21.50 so far. They are saying I'll get a £54.98 refund on the total, but I've cancelled the direct debit so I cant pay the balance via DD. I'm not keen on paying the balance when I feel that I've been mis-sold this plan
Thanks