D and G monthly cost hike without notification

Ftba.d

Hi All

I took our domestic and general warranty on a number of different appliances when I moved into my new build property in 2017.  I have cover for a fridge and freezer, oven, microwave, hob, washing machine ,a dishwasher a cooker hood extractor fan.

Upon taking out the cover, I received  letters to my home address dated 01/06/2017 confirming the cover that I had taken out. In this letter it stated 'Your plan will automatically renew at the end of its initial term (25/05/2020) and will change from 20 to 12 monthly payments. As a result, the amount collected each month will increase. We will of course confirm the exact details before your plan is due to renew .'

Unfortunately I had not received any communications from d and g since those letters I still have in my possession dated 01/06/2017 however I have seen my direct debit payments increase without my consent and without clarity on the change in plan. I contacted d and g yest and the  agent notified me that the address they now had on the system was incorrect and any communications had been sent to that address over the years and that is why I had not been consulted. I explained that this was the fault of Domestic and General as when I registered the appliances I evidently gave the correct address as the first and only letter communication I have are dated the 1/06/2017 and were sent to my correct address. Also overleaf on the letters it has an About you section with all my personal details listed, correct address included. 

Where do I stand in asking for a refund on all  excess monies added on to the monthly direct debits back ? Of course I am happy to paid the agreed warranty costs that were agreed in 2017 however anything extra to those costs , that I had not been notified of or made aware , I would like a refund .

Thanks in advance 

Ftba.d

Btw I must add I have never had to use the cover since taking it out in 2017 and still at yet to need it .

eskbanker

Ftba.d said:

Where do I stand in asking for a refund on all  excess monies added on to the monthly direct debits back ? Of course I am happy to paid the agreed warranty costs that were agreed in 2017 however anything extra to those costs , that I had not been notified of or made aware , I would like a refund .

What do the contract terms state about price increases?  An ongoing service contract initiated in 2017 is obviously unlikely to be at a fixed cost in perpetuity but, while they should notify increases, failure to do so doesn't in itself entitle you to a refund of the difference, although if it's clear that they made an admin error then they may be prepared to offer some sort of goodwill gesture.  You could technically claim from your bank under the direct debit guarantee but only for the most recent transactions rather than three years' worth, and that doesn't resolve what would then be a contractual dispute with D&G about the money you'd then owe them....

Ftba.d said:

Btw I must add I have never had to use the cover since taking it out in 2017 and still at yet to need it .

As you accept, you've had the cover and have thereby benefitted from the consequent peace of mind - whether you've actually needed to make a claim is irrelevant here....

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Ftba.d

eskbanker said:

Ftba.d said:

Where do I stand in asking for a refund on all  excess monies added on to the monthly direct debits back ? Of course I am happy to paid the agreed warranty costs that were agreed in 2017 however anything extra to those costs , that I had not been notified of or made aware , I would like a refund .

What do the contract terms state about price increases?  An ongoing service contract initiated in 2017 is obviously unlikely to be at a fixed cost in perpetuity but, while they should notify increases, failure to do so doesn't in itself entitle you to a refund of the difference, although if it's clear that they made an admin error then they may be prepared to offer some sort of goodwill gesture.  You could technically claim from your bank under the direct debit guarantee but only for the most recent transactions rather than three years' worth, and that doesn't resolve what would then be a contractual dispute with D&G about the money you'd then owe them....

Ftba.d said:

Btw I must add I have never had to use the cover since taking it out in 2017 and still at yet to need it .

As you accept, you've had the cover and have thereby benefitted from the consequent peace of mind - whether you've actually needed to make a claim is irrelevant here....

Thanks . I found your response really helpful . Totally understand what you’re saying regarding it being irrelevant whether or not I’ve ever had to claim on one of the appliances  .

Thanks  again 

macman

Maybe this has done you a favour if it prompts you to cancel these terrible-value insurance policies on items that are generally very reliable (as you have found out)? How much does all that cost you per year, for 6 years?
It's even more puzzling that you would take out such policies for a new build, where the built-in items would already be under the manufacturer's own warranty for at least a year, and often much longer.

Ftba.d

Yes the costs do add up . Problem is , they are now nearly six years old so they will all start packing  in now  

HillStreetBlues

Ftba.d said:

Yes the costs do add up . Problem is , they are now nearly six years old so they will all start packing  in now  

Although it was wrong of them not to inform you,  you should expect the insurance to rise annually as all products are another year older.



 

Ftba.d

Yes I see what you’re saying and I said this to the clerk on the phone . I expected them to rise but no notification is falling way below the standards of a company as big as theirs .

HillStreetBlues

Ftba.d said:

Yes I see what you’re saying and I said this to the clerk on the phone . I expected them to rise but no notification is falling way below the standards of a company as big as theirs .

If you do want to pursue the issue all I would  suggest is to right a letter of complaint to  D&G asking for a partial refund of what you have paid due to them not informing you of the price rise. They did have the correct address for you but failed to use that address. Do make it clear that as you had use of the insurance that you aren't after a full refund.
If you are unhappy are their response then you can go to the Ombudsman.

https://www.ombudsman-services.org/sectors/domestic-and-general

Ftba.d

Thanks ! I will try this .

Yes i definitely don’t want a full refund , just to be compensated for the ‘add on’ without consultation with myself .

Doubt I’ll be successful  but will send a letter today.

Thanks everyone for all your help !