Insure The Box & Premium Credit

supermonkey784

I'll paste the email I sent to premium credits complaints department below, it should give you the gist. Do you reckon I'll get the money back? The person I spoke to on the phone was incredibly unhelpful, even confusing the dates himself and insisting there was absolutely no way they could refund the charges.

'My online account states that my next payment was due on the 01 September 2017 with my final payment due on the 01 June 2017 (Screenshot attached). With my agreement being 10 instalments this is what I expected to happen. However, you tried to take a payment this month which was returned unpaid. After talking to one of your representatives over the phone I was informed that my agreement ends on the 1st of May and not the 1st of June with the first payment being due in August, which contradicts what is shown on my online account.

As I was provided with incorrect information by yourselves and therefore missing the payment is not my fault, could you please remove the £20 missed payment charge and also credit my account with £8 to cover the unpaid transaction fee from my bank.'

Mercdriver

supermonkey784 wrote: »

I'll paste the email I sent to premium credits complaints department below, it should give you the gist. Do you reckon I'll get the money back? The person I spoke to on the phone was incredibly unhelpful, even confusing the dates himself and insisting there was absolutely no way they could refund the charges.

'My online account states that my next payment was due on the 01 September 2017 with my final payment due on the 01 June 2017 (Screenshot attached). With my agreement being 10 instalments this is what I expected to happen. However, you tried to take a payment this month which was returned unpaid. After talking to one of your representatives over the phone I was informed that my agreement ends on the 1st of May and not the 1st of June with the first payment being due in August, which contradicts what is shown on my online account.

As I was provided with incorrect information by yourselves and therefore missing the payment is not my fault, could you please remove the £20 missed payment charge and also credit my account with £8 to cover the unpaid transaction fee from my bank.'

What does your agreement say on the matter?

rudekid48

Sorry but your post does not make sense. How can something start in September 17 and end in June 17? Also if the last payment was supposed to be June but then it is May - why is that a problem - just means you finish paying a month earlier? When did they try to take the payment that bounced? How may of your 10 payments had you made prior to the bounced payment?

Mercdriver

rudekid48 wrote: »

Sorry but your post does not make sense. How can something start in September 17 and end in June 17? Also if the last payment was supposed to be June but then it is May - why is that a problem - just means you finish paying a month earlier? When did they try to take the payment that bounced? How may of your 10 payments had you made prior to the bounced payment?

I read the June 2017 as a typo intended as 2018.

There would normally be a first payment as a deposit I would imagine. If that was in July, I would be surprised if the next payment was September, I would think it would be 10 consecutive months. So, August to May. There looks to be an error in the online statement, but the terms are bound by the agreement. I would expect there to be some form of goodwill gesture for the incorrect statement, but as this looks like only the second payment I would expect the OP to remember what the terms were that they agreed to.

Le_Kirk

rudekid48 wrote: »

Sorry but your post does not make sense. How can something start in September 17 and end in June 17?

I assume that next years policy (and therefore the payment) starts in September 2017 - it confused me for a while.

Mercdriver

It might help if the OP gives us ALL the information rather than giving us edited highlights!

OP - Is this a renewal or a new quotation?

When does cover start?

supermonkey784

It was a typo, it was supposed to be 2018. They took the £220 deposit on the 1st August, then a direct debit for the first instalment came out on the 8th of August. The credit agreement states deposit paid when the insurance was taken out, then 10 instalments starting 1st September. I wouldn't mind if it ended a month earlier, it'd just be nice to know in advance and for the company to stick to the agreement.

rudekid48

supermonkey784 wrote: »

It was a typo, it was supposed to be 2018. They took the £220 deposit on the 1st August, then a direct debit for the first instalment came out on the 8th of August. The credit agreement states deposit paid when the insurance was taken out, then 10 instalments starting 1st September. I wouldn't mind if it ended a month earlier, it'd just be nice to know in advance and for the company to stick to the agreement.

Thanks for clarifying - makes sense now

Based on what you have posted they have screwed up. You will probably get it sorted quicker if you go through Insure The Box - they may try to fob you off at first back to PCL but be insistent and tell them that you are raising a formal complaint. They should contact PCL on your behalf to resolve. They don't 'have' to, but I'd be surprised if they didn't...

supermonkey784

Update: They're still going to take payment this month on the 22nd as the direct debit instruction has already been sent. However the next payment won't be due until October. They have also refunded the £20 late fee, the £8 of bank charges and an extra £5 as a good will gesture. I'm quite pleased with the outcome, although it was annoying that it couldn't be sorted on the phone and had to be elevated to the complaints team.