Complaint AA Breakdown Renewal without notification

gbst2

Hi everyone!Sorry first post.Last year I took out a breakdown repair cover with AA which ended on 15.2.2008. This year I bought a Norwich Union car insurance with Rescue on 28 January 2008. On 7 March I received a credit card statement from my bank stating that AA had taken out £108 from my credit card. I did not intend to renew my AA breakdown which would lapse on after 15.Feb 2008 not realising that they will automatically direct debit my account if I don't call to cancel. I called AA and told them about their terms and conditions booklet ‘Cancellation’ it states that ‘You have the right to cancel this cover within 14 days from the receipt of your policy documentation (the cooling off period) You’ll be entitled to a full refund of your premium….However, to date I did not receive any policy documentation or a new AA card which would have alerted me to call AA to cancel the cover. I only found out through my credit card statement which arrived on 7.3.2008. I immediately called 0800 0852721 and spoke to Carla who passed me to Paula but they could not resolve the issue. Paula said that she would ask the manager to call me back but to date no one has called me back. I have been to the citizen's Advice and the advice was to write to the Head office of AA. Could anyone please help advise me on how to act to get my money back. They said that they had sent me a letter but I did not receive it. Imagine if someone is away and does not recieve their notification than upoin returning will find that money has been taken out from their account and it is too late to cancel. In my case I was in but I received no letter. Please help!

violetta

I would explain what has happened to your credit card company, and request a chargeback of the money taken, as it was taken without your permission.

MORPH3US

I think the part you quote about the "cooling off period" referrs to when you first buy the policy, but since you had it for a year at that point, they are renewing so you wouldn't have got new policy documentation I don't think.

As for the above post "money taken without permission" - when you sign up to an automatically renewing policy, you are giving them permission.

Anyway when I was with them, they say "we will send you a letter before we renew your policy" and you can cancel if you wish.

If you didn't get the letter, just ring up and tell them that you didn't get the letter and so they have broken their own terms and conditions and you would like them to cancel and refund in full.

chuckles1066

violetta wrote: »

I would explain what has happened to your credit card company, and request a chargeback of the money taken, as it was taken without your permission.

Nope; the OP has fallen for the old CCA scam.

Well, not a scam as such, his/her initial premium would have been heavily discounted because he was joining the AA on the basis of an automatic renewal.

Check the small print, it's all in there..........

photome

have you checked the terms and conditions regarding automatic renewal. Another poster says do a chargeback via credit card company but it maybe that it was in their terms to auto renew in which case you did authorise it.

You should still IMO have a cooling off period though but if you are outside that period,you may have a problem. I know you didnt receive paperwork but again if it is in their t and c,s to auto renew then you would have been aware (if you read them) that it was going to happen.

Of course if it says nothing in their and c,s about auto renew then they dont have a leg to stand on


Took me to long to type my reply...I see others have said the same thing while i was typing

gbst2

Thanks for your advice and time. When I called the AA referred me to their T and Cs ‘You have the right to cancel this cover within 14 days from the receipt of your policy documentation (the cooling off period) . However, I did not receive the documentation although they say that they sent. I said that proof of [postage is not proof of receipt unless they have sent by special or recorded delivery. I only knew the money was taken out on 7.3. 08 as stated in my credit card statement while the actual renewal was 15. February. By then it was past the 14 day cooling off period. What else can I do? Thanks

gbst2

Dear Violetta and everyone, I have called my Natwest credit card. I was told AA have taken the money and Natwest can't do anything. I asked Natwest to cancel further any further direct debit to AA. I was surprised to be told I can't stop the direct debit for future deductions .Natwest said I have to contact AA to cancel the direct debit. I have done that and would like to share it with others.

MORPH3US

I may be wrong, but there is no such thing as a direct debit on a credit card...

Sounds like Natwest are talking out of their bum's "the money has been taken and there is nothing we can do" rubbish. The consumer credit act makes them jointly liable for anything paid on your credit card and they could easily do a charge back.

Seriously though, I think you just need to ring the AA force the issue:

TheAA.com_webiste wrote:

Autorenewal

12. If Membership is paid annually by Direct Debit, Continuous Credit Card or Quarterly payments, Membership will be automatically renewed at the end of each year. A reminder will be sent to advise of the cost of AA Membership, and any changes to Terms and Conditions that will take effect, at renewal. If a Member does not want to renew on this basis, they should notify the AA at least 7 days prior to renewal. For information this should be done by contacting AAIS on 0800 435 980, see section 3 of the AA Membership Arrangement and Administration Contract. Please note that Autorenewal does not apply to Continuous Membership cover.

As highlighted above, they state in their T&C's that they will contact you to advise of the renewal and they haven't. It is up to them to prove that you received the notice, as you said, proof of posting (which they won't have anyway) is not proof of receipt.

If they don't budge, ask to speak to a manager and their manager and take it all the way to the top.

gbst2

Thanks for viewing and advice given. AA has finally refunded me the money. I have aslo asked them to cancel my membership so that they will not send another renewal next year. Happy Easter everyone!

macca160670

I have the same problem,

Had breakdown cover with the bank so cancelled aa last june, they have continued to charge me £31.64 every three months since then dispite telephoning them, the bank couldnt stop them taking it as it was like a subscription.

I have sent a letter to reclaim the cost of £126.56 but they just keep writing back saying they can't trace anything. I've now told them I will take them to the small claims court for recovery of this money.

Steve_O_5

Just been caught out with AA's autorenewal, they managed to charge it against a credit card I closed 6 months ago