MCE cancelled my insurance

williamgriffin

topper19590 said:

Jumblebumble said:

AdrianC said:

Yes, if he chose to receive all policy documentation by email, then notification by email is perfectly appropriate.

Are you aware of any cases where this has been ruled on by the ombudsman ?
Its just that I think MCE may well be considered to be in breach of their duty to treat customers fairly  by not writing and if I were the OP I would certainly be complaining to the ombudsman
I would be suggesting to the ombudsman that any competent IT support specialist will be able to confirm that just because an email was sent there is no guarantee it will be received.

It turns out MCE have the highest percentage of complaints found against them than any other insurer , it is alleged that their whole payments system failed over December resulting in a lot of people receiving charges for late payment , I have now been contacted by five individuals who have had their insurance cancelled in the same manner as my son , without notice , which is a breach of there own terms , I’m awaiting a response from them although they’re already a day over there promised response time. I’m sure we will eventually have to go to the ombudsman unfortunately this doesn’t help him with the cancellation, or others in the short term , yo tell him he was free to set up another policy and take a further deposit of him is simply outstanding. 

If MCS's payment system failed then the HSBC are not to blame?

topper19590

Yes , Our issue has never been with HSBC , they probably would have made the payment if it was requested but how can that be proved ,  yes it’s taking a long time to process a new account but that is because he has to attend his own branch , the issue was with MCE and lack of notification re cancellation of his policy , that and the fact that they cancel because they say he has defaulted on his payment that he was unaware of , and then offer to sell him another policy on a credit agreement sums them up , Trust pilot , U.K. reviews and other forums have highlighted their issues whether we can get them to acknowledge their failings is another matter. 

williamgriffin

topper19590 said:

Yes , Our issue has never been with HSBC , they probably would have made the payment if it was requested but how can that be proved ,  yes it’s taking a long time to process a new account but that is because he has to attend his own branch , the issue was with MCE and lack of notification re cancellation of his policy , that and the fact that they cancel because they say he has defaulted on his payment that he was unaware of , and then offer to sell him another policy on a credit agreement sums them up , Trust pilot , U.K. reviews and other forums have highlighted their issues whether we can get them to acknowledge their failings is another matter. 

Why doesn't he go into the most convenient bank and open a new account?

born_again

topper19590 said:

Yes , Our issue has never been with HSBC , they probably would have made the payment if it was requested but how can that be proved ,  yes it’s taking a long time to process a new account but that is because he has to attend his own branch , the issue was with MCE and lack of notification re cancellation of his policy , that and the fact that they cancel because they say he has defaulted on his payment that he was unaware of , and then offer to sell him another policy on a credit agreement sums them up , Trust pilot , U.K. reviews and other forums have highlighted their issues whether we can get them to acknowledge their failings is another matter. 

Sorry but anyone that has had fraud would keep a close eye on their account to make sure it was in order. So not knowing the payment did not go out is a bit thin.
Same on having to attend his own branch. They won't know him personally, all they will want to see if proof of ID, which can be done at any branch. Also many people do not actually have a physical branch as their account is all set up online. 

Also wanting proof of id after fraud tends to point to some serious doubt over some non card payments. 

As in far too many years dealing with card fraud, have never requested anyone to provide ID to sort out their card fraud.

ontheroad1970

My advice would be for forum conduct.  If you are finding any posters unhelpful in your opinion, just ignore them.  Best not to react and antagonise others who may be more helpful.  It also puts off some who may have valuable experience which might be especially helpful to you.  

Good Luck.

topper19590

ontheroad1970 said:

My advice would be for forum conduct.  If you are finding any posters unhelpful in your opinion, just ignore them.  Best not to react and antagonise others who may be more helpful.  It also puts off some who may have valuable experience which might be especially helpful to you.  

Good Luck.

Cheers and I agree at the end of the day his insurance was cancelled probably because a glitch in system didn’t take the payment , I’ve just put a post on a local motoring group and received numerous messages stating they were constantly charged late payment fees when the money wasn’t taken , the company do not do direct debits and only card payments , I’m surprised they’re allowed to still operate because if from what I’ve discovered anyone of note looked into them they’d probably be done for fraud , as for the negative do and donts of running his bank account ive nothing  much to add , no matter what people say regarding what he needs or the previous post , he did need to go into his branch to organise new account , they froze it over phone but that was all , as I said my nephew a 46yr old doctor now living in Barcelona suffered online fraud withHSBC it was initially dealt with via a phone call but his branch was Edinburgh, he had to go there to get his account released and new cards issued , I think I’ve explained that one enough , I to in a previous life have dealt with many a fraud , quite successfully, my lads been shat on , as have after doing my research have many others with this insurance company, I was simply hoping for some advice not a host of accusations of untruthfulness and criticism, thanks for your comment I did try hard  not to respond to some, cheers John 

AdrianC

topper19590 said:
the company do not do direct debits and only card payments 

OK, great.

So at what point after his card was cancelled, due to the fraud, did he give them the new card number/expiry/CVV?

Sandtree

Jumblebumble said:
Are you aware of any cases where this has been ruled on by the ombudsman ?

Its just that I think MCE may well be considered to be in breach of their duty to treat customers fairly  by not writing and if I were the OP I would certainly be complaining to the ombudsman
I would be suggesting to the ombudsman that any competent IT support specialist will be able to confirm that just because an email was sent there is no guarantee it will be received.

Are you aware of any cases of the ombudsman saying that if a customer has elected for communications to be electronic that they should be anything but?

Any person with experience of sending letters these days will also know that just because a letter is sent there is no guarantee it will be received. Just look at all the threads on the Consumer Rights board of things being sent by the more secure method of tracked services which never turn up. 

I havent looked for ombudsman cases in either direction but it seems perfectly reasonable for me that the insurer or broker follows the method of communication requested by the customer. In fact I think there would be notably more issue if the insurer ignored the request for electronic communication and sent a physical letter instead... the request for e-comms may be related to a domestic situation which could be made worse by physical letters turning up or that they don't spend much time at their home address and want to see comms where ever they happen to be at the time of them being sent. 

topper19590

This is a typical response I have been getting after asking on numerous forums, I still await a response from their customer services , I am now collating all similar complaints . 
“yes was paying every month ended up getting new bank card so had to phone on December to change it was asked if I would like to use the new card for existing payments I also said yes but clearly it’s not worked on there end and have had no warning no emails,  lassie on the phone yesterday tried to say then sent emails on the 25/12/2020 ( Christmas Day ) but never got one and another on 1/1/2021 ( New Year’s Day )  still never got it then the one I received on Monday saying it was cancelled “

topper19590

Sandtree said:

Jumblebumble said:
Are you aware of any cases where this has been ruled on by the ombudsman ?

Its just that I think MCE may well be considered to be in breach of their duty to treat customers fairly  by not writing and if I were the OP I would certainly be complaining to the ombudsman
I would be suggesting to the ombudsman that any competent IT support specialist will be able to confirm that just because an email was sent there is no guarantee it will be received.

Are you aware of any cases of the ombudsman saying that if a customer has elected for communications to be electronic that they should be anything but?

Any person with experience of sending letters these days will also know that just because a letter is sent there is no guarantee it will be received. Just look at all the threads on the Consumer Rights board of things being sent by the more secure method of tracked services which never turn up. 

I havent looked for ombudsman cases in either direction but it seems perfectly reasonable for me that the insurer or broker follows the method of communication requested by the customer. In fact I think there would be notably more issue if the insurer ignored the request for electronic communication and sent a physical letter instead... the request for e-comms may be related to a domestic situation which could be made worse by physical letters turning up or that they don't spend much time at their home address and want to see comms where ever they happen to be at the time of them being sent. 

I have numerous people now telling me they never received notifications or written notice either email or otherwise , yet you aren’t accepting that there could be a fault on MCEs side . why ?