| Complainant: |
Mr M Green |
| Town/City
of Residence: |
Chester le Street |
Many years ago I agreed to set up a direct debit to pay my mother's
house insurance and added my name as the second insured to allow
me to do this. I was given no paperwork or explanation of how
the direct debit worked or what rights they had to claim money.
At renewal this year I contacted the local Prudential office to
cancel the policy as my mother had found cheaper cover elsewhere
and I wished to end my responsibility of payment especially as
I no longer lived there, nor did I have anything there to be insured.
I was told that I should cancel the direct debit which I promptly
did. Although it was suggested that my mother cancel the policy
in writing this was not done as she is in her seventies and unable
to write letters.
Despite cancelling my direct debit the Prudential set up another
Direct Debit without my permission and have taken out the last
3 months payment for cover which is already in force with another
company and nothing what-so-ever to do with me.
On contacting my bank (Natwest) & The Prudential I was told
that I was still responsible until my mother cancelled this policy
and that they would not return the money [taken without authorisation]
from my bank account.
What use is a direct debit guarantee which claims I have the right
to cancel a direct debit at any time when they can just set up
another one and take the money without my knowledge?
DD more like DR (Daylight Robbery)
Regards, Mark Green
update on 19 May 2003:
An initial response from Prudential/Churchill Insurance.
Mr Green has been notified.
update on 22 May 2003:
"We have spoken to Mark Green and he is happy with our response.
Please feel free to go back to Mr Green to confirm all has been
resolved"
Churchill Insurance
update from Mr Green on 23 May 2003:
"Thanks for your endeavours. I recieved an apology from A Mr
Rob Phillips at Prudential who promised a refund of my money. As
soon as I get my money refunded I will be back on to confirm that
this has been resolved. Many thanks." Mark Green
update from Mr Green on 12 June 2003:
"I have now finally recieved a full refund mainly
due to the help from Rob Phillips and his colleague in customer
relations. I would advice anyone with a genuine complaint to write
their letter and have customer relations deal with it. Especially
as dealing with the telephone service adviser's is like banging
your head against the wall. Thank's to everyone who helped.
Regards, Mark Green"
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