Underhand bank

giraffehelp99

Could anyone please advise.
Had my mortgage statement through from Halifax and notice ‘monthly insurance installment’ of £64. After 5 days of calls we have discovered we’ve been paying for home and contents insurance for 8 years that was cancelled and looks like it was hidden in a ‘sub account’.
Miraculously, after hours of calls the investigators found a live policy which is now found to be untrue. (This policy was cancelled and evidence on their database)
A complaint has been raised by Halifax and now been sent back to the investigators. 

Can anyone help with wording I should use to help getting this money back and how to escalate this more? 

It’s so underhand I’m really upset.

MattMattMattUK

giraffehelp99 said:

Could anyone please advise.
Had my mortgage statement through from Halifax and notice ‘monthly insurance installment’ of £64. After 5 days of calls we have discovered we’ve been paying for home and contents insurance for 8 years that was cancelled and looks like it was hidden in a ‘sub account’.
Miraculously, after hours of calls the investigators found a live policy which is now found to be untrue. (This policy was cancelled and evidence on their database)
A complaint has been raised by Halifax and now been sent back to the investigators. 

Can anyone help with wording I should use to help getting this money back and how to escalate this more? 

It’s so underhand I’m really upset.

Just wait for them to conclude their investigation and see what comes back, there is no point in doing anything further until you have their response. 

dunstonh

Can anyone help with wording I should use to help getting this money back and how to escalate this more? 

Why would you want to escalate it when they are already dealing with it under the regulated complaints process?

As it happens, you cannot escalate it as you have to give them 8 weeks to complete their investigation.

Had my mortgage statement through from Halifax and notice ‘monthly insurance installment’ of £64. After 5 days of calls we have discovered we’ve been paying for home and contents insurance for 8 years that was cancelled and looks like it was hidden in a ‘sub account’.

Another way of putting it is that you haven't read your statements for at least 8 years and never spotted the mistake.
A mistake doesn't make the bank underhand.   Paying home insurance via the mortgage account is quite a manual process and it looks like one stage of that hasn't been completed.  Mistakes happen.

born_again

How was the payment made?
DD, So out of bank account or part of actual mortgage payment?

badmemory

Have you had this mortgage for some years because this is reminiscent of the time when if you had a mortgage you had to have insurance through the mortgage company, then later they charged a fee of £25 if you insured elsewhere & they had to approve.  That fee was very well worth it.