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    • as i said unsure of what this 15% is about.   the FOS/FCA clearly describe how refund calcs show have been made the their relevant sites.   p'haps at this juncture it might be better to scan up to ONE multipage PDF their refund letters  another set of eyes is always belter.   please read our upload guide carefully      
    • I wouldn't bother with emailing Virgin's CEO.   In April I started a complaint about my BB connection which they repaired quickly but charged me to repair.   I was mostly ignored or promised resolution that never happened. So I complained by email to the CEO, twice, demanding written responses. On each occasion, a lowly call centre worker called and it was obvious they knew or cared little about my actual case.   Finally I got a written reply confirming the charge was dropped but not a penny offered in compo despite the issue taking months to resolve.   Virgin don't take CEO complaints seriously.
    • Dear All,   BN, BF, HB, - Thank you for your comments.    Yes sorry, i wanted to save some time by doing that as I wanted to carry out the posting ASAP OK, I have redacted the statement and it is attached here in the PDF doc.   Its our 2nd draft and I will fine tune it tonight / tomorow.   Thank you for putting me right.    Warm regards BF   Counterclaim-1.pdf
    • So according to this calculator my refund should be £4562.96 at the 8%.   This is in line with some of the management firms calculator on-line.   I have checked their letter again and they have paid from 1 Jan 1989 - 1 Jan 1994 only. They have refunded all the insurance premiums totalling £469.50 and the interest paid on the premiums to date of £257.90.  Additional interest of £1,436.36 after tax on top of refund as compensation.  Statutory rate of 8% from 1 Apr 1993 and at 15% before that.  They have not provided a breakdown of payments from 15% - 8%.  Only below:   £  469.50 - Refund of PPI premiums paid £  257.90 - Refund of interest charge on the premiums paid £1,795.44 - Statutory compensation -£      0.00 - Less any previous successful claim -£      0.00 - Less any previous refunds made directly as result of this policy -£       0.00 - Less any statutory compensation already paid -£   359.08 - Deduction from any statutory compensation interest for income tax at 20% _________ £2,163.76 - Total refund due   This will be the second time I am returning their calculations.  They made a decision last year and used a wrong date as they could not read the date and made up a date then it went to the back of the queue to be recalculated.  I had already queried the refund amount with them and they have moved the date again from the 22 Jan to 1 Jan!   Are they using a different calculator/principal why the figures are so far apart?  How am I going to show them this calculation without it going to FOS and sitting there for years to be assessed?   Can I also ask how to do the 15% calculation?  Thanks so much.  
    • Hi Burma.   You've been here for a while and I have to say I'm a bit disappointed that you're PMing this to various people off the main thread.   Advice by PM isn't what we advise here and I hope that you can post up your anonymised documents very soon.   HB
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Hello

Hoping someone can give me some advice on how to approach this, i am so mad and feel like ringing up Virgin Insurance and exploding.

 

11 months ago i took out a comprehensive car insurance policy with Virgin, sourced via comparason web site. I had 5 years NCD, which after some discussion with Virgin i accepted that my previous year didnt count as it was not a full year. My previous insurer refused to confirm 5 years NCD but did confirm 4 years in a conversation with the person from Virgin that was dealing with the issue.

I heard nothing more and was shocked when i checked my bank statement - i only get 3 monthly ones and it seems from the last 8 months Virgin have been taking £118 per month as opposed to £36 that i paid for the first few months.

I am presuming they have ignored the verbal confirmation from prevoius insurer, i had also provided them with the proposals stating each year NCD as it had built up from 2,3,4 etc years - though not official NCD certificate it was obvious i had taken up each policy as it was continued each year.

They have now sent out my renewal with 1 year NCD on and are trying to charge me double the price i have found elsewhere.

 

How do i handle this, i would not have stayed with them had i known they were increasing my monthly payment, (cant believe i missed the increase either until now). Can i get the money back and get a year insurance free do you think?

 

Sorry for the long rant (apologies for any spelling mistakes) - hope to get some help/advice.

:eek: Looking hard to see a light at the end of the tunnel :eek:

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If you can prove that Virgin had been told that you had 4 years NCD then you can complain that they are in breach of the data protection act by holding an inaccurate record of you.

 

Get your previous insurer to send you written confirmation of your 4 years NCD (they are obliged to do this), make a copy, and then send the original on to Virgin as proof.

 

Demand that all money taken be returned to you with interest.

 

And as ever make sure that you clearly state that you are making a complaint, as this puts you in a much stronger position legally (like they have to respond within a certain time frame).

 

 

You're in the right here, just may take a bit of perseverance.

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Further to Wulfyn's reply, any insurance company is obliged, by law, to notify you in advance of a change in premium charges. If you have not received any notification from Virgin (who are the Broker/binding authority holder) then they are in breach of the trading standards requirements. The whole point of the advance notification is to allow the payee to decline to continue with the policy should they not want to pay the new amount. If you cannot find any notification from them, send them a letter stating as much and asking for a refund of the excess amounts charged, cc to your local trading standards office and to the OFT (and make sure that your letter to them has those cc's printed/written on it). That should get you some rapid response.

 

Best of luck.

 

jb

If I'd have known then what I know now I'd probably still have messed it up!

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Further to Wulfyn's reply, any insurance company is obliged, by law, to notify you in advance of a change in premium charges. If you have not received any notification from Virgin (who are the Broker/binding authority holder) then they are in breach of the trading standards requirements. The whole point of the advance notification is to allow the payee to decline to continue with the policy should they not want to pay the new amount. If you cannot find any notification from them, send them a letter stating as much and asking for a refund of the excess amounts charged, cc to your local trading standards office and to the OFT (and make sure that your letter to them has those cc's printed/written on it). That should get you some rapid response.

 

Best of luck.

 

jb

 

That doesn't apply here, Virgin are NOT increasing the premiums.

 

Virgin are reducing the discount given off of a premium because the OP cannot provide proof that they are entitled to the discount claimed.

 

Mossy

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Under direct debit rules, arn't they supposed to notify you at least 10 days in advance of any change in the payment amount?

Please Note

 

The advice I offer will be based on the information given by the person needing it. All my advice is based on my experiences and knowledge gained in working in the motor and passenger transport industries in various capacities. Although my advice will always be sincere, it should be used as guidence only.

 

I would always urge to seek face to face professional advice for clarification prior to taking any action.

 

Please click my reputation 'star' button at the bottom of my profile window on the left if you found my advice useful.

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Under direct debit rules, arn't they supposed to notify you at least 10 days in advance of any change in the payment amount?

 

Usually yes, but this is a different situation because they are NOT increasing an agreed amount.

 

When they quoted the premium it was based on information given, in the terms and conditions it will explain what will happen if proof of NCD is not forthcoming, since the OP accepted their terms and conditions in accepting the insurance they alos accepted that if proof of NCD wasn't provided then the premium would be adjusted accordingly, hence why no further notification was required.

 

Mossy

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