Close Premium Finance - Another consumer complaint!

[barella]

I had a default charge which i begrudgingly paid. Then I changed the direct debit date and they took it out 2 weeks later than they said they would and I incurred bank charges. So I requested that seeing as they had messed up this time, as a 'goodwill gesture' will they refund the previous charge they saw fit to make. They only agreed to refund 50% of it which I argued and was then told I had to write in (email was no longer ok!). So I sent my letter of complaint (and also emailed a copy) and 5 weeks later I still havent received a response. I've just sent another email with another copy of the letter.

 

I have email evidence of all communications. I specifically emailed them to confirm the direct debit was ok and that it would leave my account on the date I requested and they replied back saying it was all set up. Since all my payments are set to go out on the same day, 2 weeks later i assumed i was up to date and withdrew a few quid from my bank account. On the same day CPF took the direct debit payment and my account went overdrawn.

 

I'm watching another Close Premium Finance thread where the member is taking them to court. http://www.consumeractiongroup.co.uk/forum/insurance-assurance-companies/98265-close-premium-finance-help-6.html

[freakyleaky]

As they have not replied to your complaint send another letter (recorded delivery) asking for a full and satifactory response giving them 14 days to reply. Let them know if they havn't replied within the time specified you would be making an official complaint to the FSA.

[sillygirl1]

Cancel the direct debit your end, that way they CANT collect what you haven't got.... and if they do it is further proof that they haven't acted on your instructions.

[barella]

Thanks. That last email i sent got a response. they told me they were refunding the rest of that previous charge straight into my account.

 

The cost they must incur dealing with complaints eh? they charge £30 when someone defaults on a payment which is dealt with automatically. so how much do you think it will cost to manually read and respond to 5-6 emails and letters? has to be into the hundreds if that £30 is realistic (which is highly unlikely)

 

Still no apology either. What does it take to say "sorry for the mistake and all the extra effort we forced you to make"?

 

I'm going to contact them again and complain about the way they have dealt with it and for an apology. They can incur incur further 'costs' dealing with another complaint and I WILL get my apology. These people need to change their attitude and learn that they are the provider and I am the customer.

[Alfiecane]

I have had trouble with these people also - £12 charge for not sending in paperwork Beware of Close Premium Finance £12 [problem] charge.

Most people who take out online insurance never expect to have to send something back in the post and certainly do not expect to be charged £12 for not sending something back in 14 days. What a [problem]! Close Premium Finance have all your banking details to take the monthly payments but will still hit you with a charge if you fail to send some paperwork back that is hidden amongst the mass of stuff they send out. BEWARE of Close PremiumFinance £12 [problem] charges. They must make a fortune from people who do not expect to post anything when they complete online!

[jab123]

This company is the WORST,I have car insurance through Renew with Close Premuim Finance.For over a year everything was fine then a problem with the bank went a DD payment did not through.I contacted both of them.I explained it was a problem with the bank and funds were there but they were still adament about doubling my £30 charge.After checking my Renew paperwork they confirmed there was a mistake as it read there was only a £20 charge.There are so many things wrong here.Firstly no consumer should be dealing with two serperate companies,everything should be in house with one company.I know that brokers have been around for years.As I can prove the fault was with the bank they are both at fault to not allow a simple payment by cheque or over the phone.They refuse to take a £30 or £50(the missed payment plus the fee)I am willing to pay.

I am now with another insurer,I have cancelled my DD,my Renew policy but it is like they are in a fantasy world by sending me a demand for £245 and insisting I am still insured with them with the standard threats(you know you are breaking the law if you drive without insurance)maybe they think they are talking to idiots.I have sent a formal complaint.I know they will play all sorts of games and not reply.I am prepared to take them to court and will formally complain to the FSA.I had previously warned them both not to engineer and pluck figures from the sky and try to hold me ransom.I am not taking any nonsense from either one of them.I see on this site that genuine people are having a lot of problems with them.Close Premium Finance in particulary treat the public with comtempt,I look forward to the day Close premium Finance are no more.Renew try with smile but are still insistant.I am sure there are some good companies out there but the market seems to contain many of apparent problem companies who are out to make as much money as possible and engineer situations and stress genuine innocent people.I have been driving for more than 20 years and in the last 2 years have had 2 such situations as this.I know they have to make money but they are looking to take advantage.They deserve all the bad reviews and there should be tighter regulations and new legislation to stop themThe usual in the UK,everything seems to take years and MPs,MSPs seem to not be bothered about the real issues that effect most people's everyday lives.