Norwich Union Direct

Ticklemouse

Just a little rant because the CS bloke was ever so nice really but....

When I checked my bank statement online a week or so ago, I noticed a DD dated 30/08 to Norwich Union Direct for £114.60. Strange, thinks I? Wonder what that is. Must be Mr TM's car insurance, although I didn't think it was due for renewal - although I also thought he was with Barclays. Must check it out.

I went away for a few days and today, check the account to find another DD for the same amount went out on 12/09.

I ring them up, give them the DD originators reference and nice CS bloke says "Hello Mrs Ball, what can I do for you today?"

Me - "I'm not Mrs Ball and what is this DD for?"

Him - "Your house insurance"

Me - "can you tell me where I live?"

Him - "Leicester"

Me - "erm, nope. Not me"

So, NUD have been gaily taking someone else's DD's out of my account. Now I know that someone has presumably keyed in the sort code wrongly, but don't you have to give the account holders name to stop these kinds of mistakes? Maybe it's because I do have policies with Norwich Union, but none that have a DD from that account any more.

So, I have had to contact the bank to retrieve my money. I have been told that I can write NUD a letter with proof that I have incurred bank charges (we went o/d but would have done anyway). I shall also be billing them for my time - my standard hourly rate (minimum 1 hour of course), plus phone calls should suffice. Hopefully they will pay out on that at least.

Moral of story - PLEASE check all your DD's - even if you have had DD's to the same company on the past.

And Mrs Ball may now get stuck with a very large bill this month too!!

[Deleted User]

Hi TM
I work in Customer Experience at NU, and can I just say *eek* I'm sorry you've had to deal with this. If there is anything that I can do to help, please feel free to drop me an email, my address is rebecca.sibley@norwich-union.co.uk.

Secondly though, I'm glad that despite all of the above you did have a good experience with our team - If you'd like to, again feel free to email me the name of the person you spoke too, because I'd love to be able to let them know!

Becca

sarahg1969

beccus wrote: »

Hi TM
I work in Customer Experience at NU, and can I just say *eek* I'm sorry you've had to deal with this. If there is anything that I can do to help, please feel free to drop me an email, my address is [EMAIL="rebecca.sibley@norwich-union.co.uk"]rebecca.sibley@norwich-union.co.uk[/EMAIL].

Secondly though, I'm glad that despite all of the above you did have a good experience with our team - If you'd like to, again feel free to email me the name of the person you spoke too, because I'd love to be able to let them know!

Becca

You really have a department called "Customer Experience"?

[Deleted User]

sarahg1969 wrote: »

You really have a department called "Customer Experience"?

We do, we cover Customer Relations and also some analysis etc, and we're trying to improve our customer's experience on a daily basis, we know we've still got a long way to go, but we're all really passionate about making things better, and making it easier to deal with us.

Becca

LavenderLily_2

Wow - you sound really chirpy - like an advert.

[Deleted User]

LavenderLily wrote: »

Wow - you sound really chirpy - like an advert.

Hehe!
I'm all real, and definately not trying to advertise, just inform

IvanOpinion

I have a suggestion .. if you change your company name to Norwich Union Direct Enterprises then you would be the 'NUDE Customer Experience team' .. which if nothing else sounds much more interesting

ivan

[Deleted User]

hehe, i wonder if that one would get past my head of

not sure I fancy trying to explain that to my parents!

Hitch

I had a bit of a problem with NU c/s when i was insured with them....

Someone had driven into the back of my van, i was third part insured, but it turned out the bloke who hit me, his MOT had expired. So i phoned my insurance for advice on what to do next.
After explaining, the person on the end of the phone then proceded to ask "Excuse me, but what is an MOT sir?" :wall:

I then put the phone down. Luckily, next call, i managed to speak to someone sensible.... and that could understand English properly.