Halifax web site timed out but payment taken

[Deleted User]

My mum tried to buy home insurance from Halifax. They sent her a renewal quite for £450 but she got a quote from them on a comparison site for £150 for nearly identical cover so went with that. She went through their web site, paid by credit card and got a time-out message. Tried to go back in with the quite and it says that the quote has been processed but there is no option to re-send confirmation emails etc.

The payment has been taken from her card. No email or post from Halifax. Can't call them, when you do you get a recorded message saying department is closed. Twitter is silent too. Don't really want to risk going to a branch, not that they are likely to be much help.

Current insurance ends this month. She hasn't been able to cancel the auto renewal either.

Any ideas? Does the fact that they took the money have any legal standing, i.e. would she be considered covered by them even if she hasn't received any confirmation or policy documents?

MovingForwards

https://www.halifax.co.uk/insurance/home-insurance/existing-customers/

Got a few weeks to use their contact form and wait for a response.

Has she checked her spam folder for an email?

[Deleted User]

MovingForwards said:

https://www.halifax.co.uk/insurance/home-insurance/existing-customers/

Got a few weeks to use their contact form and wait for a response.

Has she checked her spam folder for an email?

Yeah, checked all that. Should have said I sent them a message with that form yesterday, no response yet.

MIC_78

[DELETED USER] said:

Current insurance ends this month. She hasn't been able to cancel the auto renewal either.

The existing policy can be cancelled online, via their existing customers page. There's a tab at the top of the page for cancelling.