Co-op car insurance screwed up

bullinn1

So Co-op car insurance is nothing to do with the bank, despite being called Co-op.

I attempted to renew my car policy yesterday morning, a simple procedure I thought despite the security hoops that are there to protect me my initial payment was declined, as were 3 more attempts. I then received a fraud warning from the bank.

Tried gain to complete the transaction but still declined.

I was advised by Co-op insurance to contact the bank WHY me, not my problem, the fault was with their system, bank’s or insurance but NOT ME but I had to spend, literally, several hours, sorting out their technical problems.

I then find that those declined payments were actually taken ie not refused and the insurance arm had taken, fraudulently, over £600 and the bank can’t reverse those payments, yet again it’s down to me to sort out their problems.

We are constantly being warned to take care and avoid fraud but they are guilty of failing their customers. My money was, in effect, STOLEN and it is down to me to get it back.

If the bank and the insurance are unable to communicate with one another then one of them should not be called Co-op … you can’t promote the “family” if the family doesn’t communicate with each other.

SaverRate

Put a complaint in with the Co-op insurance which includes a statement with the transactions (blank out all personal details). Is it pending payments or have they now cleared? 

Smithcom

rogertb said:

So Co-op car insurance is nothing to do with the bank, despite being called Co-op.

I attempted to renew my car policy yesterday morning, a simple procedure I thought despite the security hoops that are there to protect me my initial payment was declined, as were 3 more attempts. I then received a fraud warning from the bank.

Tried gain to complete the transaction but still declined.

I was advised by Co-op insurance to contact the bank WHY me, not my problem, the fault was with their system, bank’s or insurance but NOT ME but I had to spend, literally, several hours, sorting out their technical problems.

I then find that those declined payments were actually taken ie not refused and the insurance arm had taken, fraudulently, over £600 and the bank can’t reverse those payments, yet again it’s down to me to sort out their problems.

We are constantly being warned to take care and avoid fraud but they are guilty of failing their customers. My money was, in effect, STOLEN and it is down to me to get it back.

If the bank and the insurance are unable to communicate with one another then one of them should not be called Co-op … you can’t promote the “family” if the family doesn’t communicate with each other.

That's a major problem if an insurer is committing fraud and theft.    

You should contact the Financial Conduct Authority and the Police.

bullinn1

Thanks chaps. Well of course I’ve put in a complaint to the bank and am expecting a call on Monday. I’ll get back with the results. Basically their system is rubbish and I’m expected to sort it …

DanDare999

rogertb said:

Thanks chaps. Well of course I’ve put in a complaint to the bank and am expecting a call on Monday. I’ll get back with the results. Basically their system is rubbish and I’m expected to sort it …

It may well be, but there's been to fraud or theft. Four attempts to pay so I suspect you clicked to pay four times?

bullinn1

No I didn’t click anything, I was on, unusually, a real telephone call with a live person “Dave” he said “it’s been declined” let’s try again … he did that five times ! As I’ve said, nothing to do with me ….

user1977

Best not to throw around words like "fraud" and "stolen" when it's obviously just a c0ck-up. Or do you seriously think there's some criminal intent behind all of this?

dunstonh

I then find that those declined payments were actually taken ie not refused and the insurance arm had taken, fraudulently, over £600 and the bank can’t reverse those payments, yet again it’s down to me to sort out their problems.

It is best not to make fake allegations of fraud.   It is libel for starters as there is no fraud here.

We are constantly being warned to take care and avoid fraud but they are guilty of failing their customers. My money was, in effect, STOLEN and it is down to me to get it back.

Your money has not been stolen.      

For some reason, the card authentication failed between earmarking and approval.   It could be the Visa or mastercard system that is fault (depending on the card type).  The problem is that its nearly always impossible to know where it failed.   However, in most cases, it is between MC/VISA and the bank.

The earmarks will drop off in about a week.

If the bank and the insurance are unable to communicate with one another then one of them should not be called Co-op … you can’t promote the “family” if the family doesn’t communicate with each other.Next you will be saying that the shops and petrol stations should all be the same too.

bullinn1

The coop bank used the word fraud “Thanks for confirming the transaction was made by you just wait 5 minutes before trying your card. Thanks for using our fraud protection service.”

My point really was that I was expected to correct said c0ck-up. Someone should have said “leave it to us we’ll sort it out” but both parties told me to contact the other, have you ever tried telephoning one of these institutions … I waited on the calls for over 3 hours to help solve THEIR technical problems. It’s coop bank and coop insurance but the insurance coop said that they’re nothing to do with the coop bank … so why call themselves coop ?

The chap at the insurance arm tried to take this payment 4 times, there should be some fail-safe procedure for this type of incident, not “try again later” and “you’ll have to ‘phone your bank” and then the bank saying “these payments have gone through and YOU will have to contact the insurers to get them reversed”.

I’m able to negotiate this issue but someone like my wife would have had a very stressful time.

Thank you for your contributions though, enlightening … but I was and still am peed off !

TELLIT01

What has happened is neither fraud nor theft.  There is or has been a system fault, nothing more.  The bank uses the term 'fraud protection service' but that does not mean that everything they spot is actually fraud.

bullinn1

I accept it was neither fraud or theft, it was a knee jerk reaction but as I said why should I have sort out their technical problems ?