Direct line insurance terrible customer service and terrible complaints procedure

pfw74

how many other people have become a victim of DIRECTLINE INSURANCE customer service and an even worse complaints procedure?

last week I cancelled my car insurance over the phone, first receiving a £50ish !!cancellation fee. This was just the start. I informed the agent I had cancelled the direct debit and would pay NOW all outstanding money. I was told don’t worry we need to wait for the bill to be calculated and I will receive this in the post, simply phone up and pay upon receipt of bill.

what did I receive? A “notice of errears” letter.  Account barred. Upon phoning I received rude customer agent which I had to hang up on. I later phoned back and paid as I tried to a week earlier.

i raised a formal complaint as concerned this would effect my credit rating. Complaints dept phoned me but were unable to answer my complaint as they were the wrong dept to answer such questions?  Quite clearly directline complaints procure is just a ticking exercise and not at all interested in there customers.

DIRECT LINE did admit it was there errors that has resulted in this issue, but down to me to take this up with the FCA, and check to see if it has affected my credit rating.

WHERE DO I STAND ? And surely directline can’t just ignore this?

[Deleted User]

Well, you don't stand stand taking it to the FCA for a start. FOS deal with customer complaints and you can't do that until you've exhausted the complaints procedure.

You can quickly and easily check to see if its been reported to your credit files, which it probably hasn't been. If so, it sounds as it they'll remove it without any fuss. 

If they don't, then you can go think of going to FOS.

pfw74

Thanks zx81, 
but don’t credit files update monthly? And how/who would remove it? 

Either way DIRECT LINE  do not look after the customers

Gooner_Al

Ive just recovered my account on here due to a bad experience with them I want to share.

I added my daughter to my insurance as a learner to teach her to drive. They gave me the option of adding her as a temporary or permanent driver with no explanation of what it meant or the implications of each. Long story short they charged me £136 for 1 month compared to friends who pay £15 a month for their children with other insurance companies. They now say they cant change it and its my fault as I made the choice. 9 times the cost as they wont explain anything or tell you it could cost more, in fact I got the impression it would make no, if any difference.

Vinknut

Gooner_Al said:

Ive just recovered my account on here due to a bad experience with them I want to share.

I added my daughter to my insurance as a learner to teach her to drive. They gave me the option of adding her as a temporary or permanent driver with no explanation of what it meant or the implications of each. Long story short they charged me £136 for 1 month compared to friends who pay £15 a month for their children with other insurance companies. They now say they cant change it and its my fault as I made the choice. 9 times the cost as they wont explain anything or tell you it could cost more, in fact I got the impression it would make no, if any difference.

I doubt anyone can get a learner driver added to their insurance for just £15 a month, that's a third of what I pay per month as a 48 year old with no convictions or points on a group 2 car.
£136 sounds reasonable as I would imagine the cost for a year for a learner would be similar to that of a new/young driver, which works out at about an extra £1,500 when I got a number of quotes.
They still might be in the wrong for the OP, but they didn't overcharge you.