Unauthorised payments being taken by Ping

Mr.Mean

If anyone has had insurance through Ping, especially Caravan insurance, check your emails and bank/credit card accounts.
they recently sent me a renewal offer, for a policy to start 2 months after the original renewal date, of course I was not going to take them up on that as had obtained alternative insurance.
Today I received a message saying a payment had failed ( my card details changed in May) 
They are blaming a glitch and are not forthcoming with how many people are affected, they’re also refusing to make a public announcement and saying they’re dealing with it internally.
purposely or not their systems are using historic card details to take unauthorised payments from previous customers. I say previous because like me I’m sure everyone obtained insurance from another provider when Ping were unable to offer a renewal.
I was fortunate to have had my card details changed before the transaction was attempted. Many, number unknown as Ping refuse to disclose, will not be so lucky.
I urge anyone who thinks this may apply to check.

Hope this has helped at least one person.

It must be time to change the auto renewal rules, Make it a one click authorisation, instead of “we’re taking your money until you jump through hoops to stop us”


please feel free to copy and send through other channels 

masonic

Probably better moved to bank accounts or credit card board. Or perhaps insurance.

Are you sure you didn't agree to a Continuous Payment Authority, which is common with insurance.

Mr.Mean

The point here is they failed to provide continuous insurance. And the email they sent with the 2 month late renewal offer said to accept it you needed to either ring them or login and accept online.
I really wouldn’t be posting if it wasn’t completely out of order!
Also on the point of continuous payment authority (auto renewal) I think the rules should be changed to a one click acceptance because as you’ve alluded to, many people are unaware at time of signing up. It’s purposely not made obvious, a better offer available if it’s taken with s message saying it can be cancelled at any time and then when you do want to cancel it, you find you either have to ring, fill in a convoluted form or be forced to keep saying NO as they continually ask you if you’re sure, testing your resolve.
so yes I’m sure.

Mr.Mean

Not a regular poster, how do you move it?

masonic

Mr.Mean said:

Not a regular poster, how do you move it?

I've requested it for you. Needs to be done by a board guide or forum team.

Regarding the continuity, had you wished to renew, they'd no doubt have to accept a claim in the void period providing you did renew when offered.

CPA's are annoying when you don't intend to be loyal, but does cover you somewhat for situations like this where the provider fails to get the renewal offer to you in a timely manner. A standalone 1 year policy could leave you unintentionally uninsured with no recourse to the previous provider when they failed to make a renewal offer.

Mr.Mean

That may be so but most people would not be aware and I hate to think how difficult and costly it would be to claim when the only document you can supply is a certificate past it’s expiry date.
If I can’t remember agreeing to cpa and can’t produce proof of it, I’m sure the insurance company would “lose” it.

masonic

Which is why we have an alternative dispute resolution process. But from the actions taken, it seems Ping is willing to extend the renewal offer given its failure to communicate it at the appropriate time.

born_again

masonic said:

Mr.Mean said:

Not a regular poster, how do you move it?

I've requested it for you. Needs to be done by a board guide or forum team.

Regarding the continuity, had you wished to renew, they'd no doubt have to accept a claim in the void period providing you did renew when offered.

CPA's are annoying when you don't intend to be loyal, but does cover you somewhat for situations like this where the provider fails to get the renewal offer to you in a timely manner. A standalone 1 year policy could leave you unintentionally uninsured with no recourse to the previous provider when they failed to make a renewal offer.

Seems OP has posted the same 5 times over various boards...🤣

Mr.Mean

This may be the case but the offer is irrelevant when customers would’ve sought to secure alternative cover. To then take payment without further verification can not be described as anything but wrong. They say it was a “glitch”, that doesn’t mean they’re not culpable.

masonic

Mr.Mean said:

This may be the case but the offer is irrelevant when customers would’ve sought to secure alternative cover. To then take payment without further verification can not be described as anything but wrong. They say it was a “glitch”, that doesn’t mean they’re not culpable.

It's correct procedure where a CPA has been arranged, which it likely has in this case.

They would not be able to take another payment without a CPA. For POS payments, CVV2 is not retained.