Co-op car insurance screwed up

Smithcom

rogertb said:

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 ?

You absolutely should not have to....however, it's happened and unless the money is irrelevant to you, unfortunately, you will need to oil the wheels of the process unless you are happy for the matter to be resolved 'in due course'

You need to get the bank to refund, as clearly an erroneous transaction(s).   And complain to the insurer.

You should protect any DD's coming from your account by transferring temporary funds, if you are in a position to do so, to avoid mortgage, loans etc defaulting

I appreciate that you want to have a rant (I would also if it had happened to me), but in reality, there's nothing that anyone here can to to guide you, except what you have probably already done

I hope that you get it sorted

SC

bullinn1

Yes Smithcom I did want to rant but was also interested if other people had had similar experiences, as I said I can sort this out and have a financial cushion … some people could have really struggled through no fault of their own.

bullinn1

Btw smithcom thank you for your good wishes ….

Smithcom

rogertb said:

Btw smithcom thank you for your good wishes ….

You're 100% welcome - hope they have sorted for you, and appropriately compensated you for your inconvenience

SC

bullinn1

Thanks again SC … I must say I’m really not interested in compensation but an explanation as to why I had to spend hours on the phone sorting out their technical problems, that will, of course, involve me in more hours on the ‘phone. I have sent a couple of grumbling emails and expect diddly response.

born_again

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.

So you expect a 3rd party to contact your bank say that the payment is genuine & let it through..
Fraudsters charter to take everyone's money... 😢

It is your bank account. No one else has the ability to access it or confirm any payments are yours. 

A bit of advice for the future. If it happens again DO NOT let anyone keep trying. It can be a simple timeout issue that means they get a decline on the payment. But the bank has approved the payment & retailers system has not received the OK in time.

A quick idea on the path of a purchase.
Retailer> Bank security> Bank auth system> Visa/Mastercard security >bank> retailer. Only takes one little delay in the process & you get a timeout & you are talking seconds here.

Just because they have the same name does not mean they are the same & have access to the same systems. 
Home Insurance from The Co-operative Bank Provided By LV=
Co-op Insurance Services works with a number of carefully selected partners to provide your Co-op Insurance products. Co-op Insurance Services is a trading name of Co-op Insurance Services Limited; 

bullinn1

Thanks for your advice …