Gadget Insurance Policy Auto Renewal - Can't cancel without fee

jason2_uk

Not sure if I have a leg to stand on, but I had a policy to cover gadgets last year as I was travelling a good bit.  Completely forgot that the policy was up for renewal, and apparently it auto renews unless I specifically tell them not to.
Noticed the charge coming out on the 12th for the new policy, contacted them to ask to cancel as no longer needed, and was told someone would call me back.
Just been called, and told there is a £30 cancellation fee, minus pro rota, so they are charging me for a months cover as well, even though I phoned on the day it renewed.  So from a 52 policy I don't need, I looking at getting back 16 odd quid.
Apparently its all there in the Ts and Cs, the auto renewal, and the cancellation charge.  Just leaves a real bitter pill in the mouth, its shocking customer service really.

jason2_uk

To add - the guy on the phone was like, you may as well just keep the policy going, as you are only going to get £16 back, he is calling me back in a bit, at this point I'm just going to take my £16, and never deal with this company again.

dunstonh

Apparently its all there in the Ts and Cs, the auto renewal, and the cancellation charge.  Just leaves a real bitter pill in the mouth, its shocking customer service really.

Sorry but I am not seeing this as shocking customer service.   Cancellation charges are normal.

jason2_uk

dunstonh said:

Apparently its all there in the Ts and Cs, the auto renewal, and the cancellation charge.  Just leaves a real bitter pill in the mouth, its shocking customer service really.

Sorry but I am not seeing this as shocking customer service.   Cancellation charges are normal.

For something that I didn't know was going to auto renew? 
Yes, I wouldn't expect to leave a 2 year mobile contract, 9 months into it without some kind cancellation charge, but this is completely different.
Any company I have dealt with in the past have some kind of leeway, add in the fact they are going to charge me for a full month pro-rota, even though I called on the 1st day once I saw the charges had come out.
Maybe we have different concepts on what is acceptable customer service.

dunstonh

For something that I didn't know was going to auto renew? 

Every time it renews, they are required to contact you, typically using the same method you bought it (i.e. if online, via email), and let you know the renewal terms and what happens next.

So, if you claim never to have received this information, then that is what you should be telling them.

Yes, I wouldn't expect to leave a 2 year mobile contract, 9 months into it without some kind cancellation charge, but this is completely different.

Its not different.   You are cancelling mid contract.

Any company I have dealt with in the past have some kind of leeway, add in the fact they are going to charge me for a full month pro-rota, even though I called on the 1st day once I saw the charges had come out.

Again quite normal to round to nearest month. Some are worse than that.

Maybe we have different concepts on what is acceptable customer service.

You haven't actually given any failings on customer service.     Apart from the suggestion, you didn't get the renewal notice.

jason2_uk

dunstonh said:

For something that I didn't know was going to auto renew? 

Every time it renews, they are required to contact you, typically using the same method you bought it (i.e. if online, via email), and let you know the renewal terms and what happens next.

So, if you claim never to have received this information, then that is what you should be telling them.

Yes, I wouldn't expect to leave a 2 year mobile contract, 9 months into it without some kind cancellation charge, but this is completely different.

Its not different.   You are cancelling mid contract.

Any company I have dealt with in the past have some kind of leeway, add in the fact they are going to charge me for a full month pro-rota, even though I called on the 1st day once I saw the charges had come out.

Again quite normal to round to nearest month. Some are worse than that.

Maybe we have different concepts on what is acceptable customer service.

You haven't actually given any failings on customer service.     Apart from the suggestion, you didn't get the renewal notice.

Ok, from my perspective, customer service, is doing something to help a customer, if possible.
Where there is something like like this where an auto-renewal goes through, without my knowledge, yeah, the company don't need to do anything, can claim their £30 cancellation fee, and full month pro rata, that's fine, it is their right, but they could have easily saw that this wasn't something I wanted, or expected, calling on day 1 of the charge to query and cancel, and they could have waived the extra full months pro rata fee, and that at least would have been something, and good customer service.
I will be sure to take more notice going forward, but it does feel like a legal "scam" to be honest, and I'm sure its caught out plenty of people.
In my book, cancelling on the 1st day of an autorenewed policy, is not the same as cancelling months down the line.
I've had a look, and they did send an email, which I did not see, I've been in an out of hospital since the end of last year, and receive more emails than I care for, again, legally I don't have a leg to stand on, its my fault for missing the mail from them, but I'm sure I'm not the 1st or last person to be caught out by this.

SaverRate

jason2_uk said:

dunstonh said:

For something that I didn't know was going to auto renew? 

Every time it renews, they are required to contact you, typically using the same method you bought it (i.e. if online, via email), and let you know the renewal terms and what happens next.

So, if you claim never to have received this information, then that is what you should be telling them.

Yes, I wouldn't expect to leave a 2 year mobile contract, 9 months into it without some kind cancellation charge, but this is completely different.

Its not different.   You are cancelling mid contract.

Any company I have dealt with in the past have some kind of leeway, add in the fact they are going to charge me for a full month pro-rota, even though I called on the 1st day once I saw the charges had come out.

Again quite normal to round to nearest month. Some are worse than that.

Maybe we have different concepts on what is acceptable customer service.

You haven't actually given any failings on customer service.     Apart from the suggestion, you didn't get the renewal notice.

Ok, from my perspective, customer service, is doing something to help a customer, if possible.
Where there is something like like this where an auto-renewal goes through, without my knowledge, yeah, the company don't need to do anything, can claim their £30 cancellation fee, and full month pro rata, that's fine, it is their right, but they could have easily saw that this wasn't something I wanted, or expected, calling on day 1 of the charge to query and cancel, and they could have waived the extra full months pro rata fee, and that at least would have been something, and good customer service.
I will be sure to take more notice going forward, but it does feel like a legal "scam" to be honest, and I'm sure its caught out plenty of people.
In my book, cancelling on the 1st day of an autorenewed policy, is not the same as cancelling months down the line.
I've had a look, and they did send an email, which I did not see, I've been in an out of hospital since the end of last year, and receive more emails than I care for, again, legally I don't have a leg to stand on, its my fault for missing the mail from them, but I'm sure I'm not the 1st or last person to be caught out by this.

Okay so they did email you. All of this would have been in the terms and conditions that you agreed to when you took out the policy. The company has done nothing wrong. Anything over the £16.00 is goodwill. 

FlameCloud

dunstonh said:

Apparently its all there in the Ts and Cs, the auto renewal, and the cancellation charge.  Just leaves a real bitter pill in the mouth, its shocking customer service really.

Sorry but I am not seeing this as shocking customer service.   Cancellation charges are normal.

Shocking customer sounds better than ‘I didn’t read what I signed up for, or my emails telling me this was going to happen. What can I do, someone else must be at fault for this’

jason2_uk

I am a but surprised that most are backing the company here, maybe I am in the minority.  Maybe "shocking" customer service is too much, but the actions of the company are definitely blurry, and I've already stated that they have legally done nothing wrong, and within their rights to do what they did.
I missed one email, ergo fair game to be hit for £30 cancellation, and the pro rata, that's fine I'll accept defeat.
But maybe another person may see this, and not be hit for the same reason.

SaverRate

jason2_uk said:

I am a but surprised that most are backing the company here, maybe I am in the minority.  Maybe "shocking" customer service is too much, but the actions of the company are definitely blurry, and I've already stated that they have legally done nothing wrong, and within their rights to do what they did.
I missed one email, ergo fair game to be hit for £30 cancellation, and the pro rata, that's fine I'll accept defeat.
But maybe another person may see this, and not be hit for the same reason.

I wouldn’t say their actions have been blurry! All they have done is followed the terms and conditions that was agreed to at the start of the contract. 

I would have asked them if there was anything they could do to reduce the fees but as a said before this would have been goodwill and they don’t have to do it

SashikoStitcher

You will get a full month’s cover in return for the month’s premium that you are being charged. 

In addition to the email about renewal there would also have been something mentioned about auto-renewal in the initial terms and conditions you signed up to. A lesson in reading the small print I’m afraid.