Car insurance - trying to deduct from my refun

mreks1

Basically, I have been with quote detective the car insurers for around 12 months. As my policy was coming to an end on my old vehicle, I had phoned up to set up a new policy and cancel my old one. I was miss-sold a car insurance policy, as what I thought to be setting up a new policy, was actually a renewal and would mean my new vehicle wouldn’t be insured for another 20+ days. The company re listened to the phone call and offered me a remedy of taking £201 (this was wavered of any fees due to company error) out of my initial deposit of £1500, to swap my car insurance over from my old vehicle, to my new. Around a month later, 5th August, my new policy is about to start, and I decide to cancel my policy within the 14 day cooling off period, the company gave me a cancellation quote of £1258 which would make sense as £1500 - £201 (from the vehicle change over) = £1299 then a few admin fees for the cancellation would have brought it to the £1258 total they confirmed with me, I agree and we finalise the cancellation after them reading a few legal terms and condition with a confirmation of the refund I’ll be receiving and said it will be in my bank within 30 days. I phone up around 28 days later to ask for a confirmation of the refund total, and to my surprise they had changed it to £1058 for no reason and did not inform me about this, they are trying to say because I changed my vehicle over they are deducting another £201 from the refund but I already paid this out of my initial deposit. So I made a complaint, I emailed them detailing what had happened, two days later I get a reply in which they obviously didn’t bother to re listen to their calls as this would have reinforced my argument. The reply said the reason for this was due to the vehicle change over, but as I said before I paid this out of my initial deposit on the 4th July. I have recorded the phone calls and the manager was making up every excuse trying to give examples that don’t relate to my situation like ‘the cancellation quote can change due to things like false information on your policy’ when this has never been the case with me, everything was how it should be. He was very rude, and abrupt and I feel as if he was trying to pull the wool over my eyes, but luckily I have a 17 minute recording of this. He then ended the call by saying if he see’s what he can do, will I retract all my negative posts about the company on their social pages. Are they able to deduct a further £201 for no reason whatsoever ? Also the 30 day period they give me ends today and I’m still yet to receive any of my deposit. What action can I take, also if they have told me it will be there with in 30 days, are they allowed to take longer? Also should I ask them for the call recordings to be sent to me, as they would prove everything I’m saying.

[Deleted User]

Could you break that up in paragraphs or bullets? It would make it easier to follow and people to respond.

DoaM

Agreed. People will skip past posts which are a Wall of Text.

Blackbeard_of_Perranporth

Paragraphs man, then you will get some help

JJ_Egan

Point one you where not missold anything .
A mistake may well have been made .


Action in writting send a LBA by post setting out your actual compalint . No rambling stick to the basic facts .
Goole letter before action for templates .

born_again

As they are FCA registered. You have complained. Get their response if not happy and go to FOS.