Hastings taking unauthorised payments from my card.

[Hamster777]

Hi all,

Having checked my bank account I can see that my step daughters car insurance company has debited money from my bank account using my Visa Debit card without my agreement on the 20th September; it says POS on the statement (Point of Sale)

 

I used my Visa Debit card online to pay ONLY her first installment on 25th July, she provided her bank details for a direct debit for subsequent monthly payments. I remember doing the Worldpay password process for it.

 

My step daughters insurance was taken online and I entered my debit card details separately to pay only the first installment and she entered her bank details separately along with all her own details for the insurance policy itself. The policy is entirely in her name and address (her surname is different to mine and so is her address) I have not even seen the policy or the payment schedule.

 

Surely they are breaking some rule for them to have done this. When I made the single payment I did not enter into a credit agreement with them, I did not give permission for them to store my card details or use them again!

 

Please can anyone kindly advise what my postion is before I make some irrate calls in the morning.

 

Many thanks in advance.

[dx100uk]

get it back via chargeback

 

what they have done is unlawful

http://whatconsumer.co.uk/visa-debit-chargeback/

 

dx

[gezwee]

Hi Hamster

 

They'll be relying on recurring authority for payment. Oops sorry, did we charge the wrong account kind of response is to be expected!

 

Go down the 'gentle' route first, if you have an e-mail addy for them I suggest a tempered request to refund your money or you will effect chargeback. Remind them of the direct debit authority. If not send off a less than tempered notice to their CEO............ who is the insurer?

 

If you have incurred any charges they will be liable for them [assuming you have evidence of payment authority]

 

Gez

[Hamster777]

Thank you both for such quick replies!

I had a look at the chargeback process and that was exactly what I was hoping might be on my side.

The insurer is Hastings Direct. Just to clarify that I was not party to any direct debit agreements, all I did was pay the first installment which seemed to be a separate part of the payment policy completion process, the DD was all in the policy holders name.

 

I must admit I am hopping mad about it and tempted to invoke chargeback straight away. I did not incur any bank charges but it is really the principal of the matter and having to spend a load of precious time sorting it out.

 

How do I know that they will destroy my card details? they have obviously used the CVV code just yesterday as it was Point Of Sale without me present, anyone with a light finger in the Hastings Direct office since the 25th of July onwards could've ordered themselves something nice online, used a gambling site or order a food delivery courtesy of yours truly!

 

I will update tomorrow of events....

[Hamster777]

Heres my update;

I phoned Hastings Direct this morning, I made my position very clear as you can imagine..... they told me that when I had made the first installment I had apparently agreed to them using it for "subsequent payments if required".......I recalled no such thing, only the worldpay authorisation.

I asked them in that case to email me a copy of what I had agreed to, she said she couldn't do that, I said she will have to otherwise I would go to the FSO, suddenly I was asked to hold, she said she had spoke to her supervisor and refunding the amount to my card as we spoke. I asked her are they storingmy CVV number? she answered she was deleting my card details. I told her any payment of that policy must be directed to the policy holder. She didnt break any data protection rules which was good.

 

That was at 9am, I have not recieved the amount in my account yet. I expected it to be instant as it was being refunded to my Visa Debit card? does anyone know how long that would normally take before I phone them and verbally bang some heads together (they are open until 9pm)

 

Many thanks

[MARTIN3030]

Will move your thread to the Hastings forum.

Would be interesting to see if the registered Hastings reps on CAG can sort things out.

[MARTIN3030]

Card refunds can take a few days to be available to you.

I have recently returned something to Argos which was paid by card-it took around 4 working days to show on my account.

[Hamster777]

Thanks Martin, I will wait a few days for the payment to be returned.

The lady was helpful but I was pretty forthright with her so she didnt have much choice! and I did believe that she was doing the refund.

[dx100uk]

this is not the first time this has happened either i seem to recall.

 

dx

[MARTIN3030]

It happens a lot across the board.We know mistakes can be made especially in the days with so much reliance of computers and automation.Those who are passionate in dealing with putting things right speedily and completely when it does happen are the ones who are likely to be given the stars,and a second chance from those who are aware.

This is what sets service providers aside,and as more people look to put this at the top of their list as well as price,it will (or should) drive customer service people to strive every inch to deliver.

[biggeorge]

Hi all everyone needs to start claiming when these companies do something wrong, Banks charge us if we do something wrong so

why not turn the tables on them.

Hampster777 get a demand into them for your time on this matter, they failed to do the job properly.

 

George

Edited September 23, 2011 by MARTIN3030

[Guest Cathy Eastwood Customer Relations Manager Hastings.com]

Hello My Name is Cathy Eastwood and I am the Customer Relations Manager at Hastings Direct. I am very sorry that you have had cause to complain. I can confirm that refunds back to debit cards take approximately 3 working days. To enable me to fully respond to our Customer it would be much appreciated if you could provide me with the name of the Policy holder and Policy number so that I can conduct an investigation into your complaint. I will also post a general update as quickly as possibleMany thanksCathy EastwoodEither email Customer Relations or telephone 01424 739338 between 9 am to 5.30 pm Monday to Friday

[Hastings Direct. Joe - Soc]

Message moved to new thread

Edited August 2, 2012 by Hastings Direct. Joe - Social Media Customer Support
Moved to new thread

[MARTIN3030]

Yes the post removed was a new issue.

I am closing this thread given that there is no benefit to keep it open.

If you have similar or the same issues,please start your own thread.