Bloody eSure have screwed me over, please tell me who's at fault!

[KrayKray00]

Flipping car insurence on a car that's no longer mine.

I received an email earlier from eSure asking to contact them as it was important, I though it was probably spam mail as if it was important they would write or call. However, I did call them to make sure.

I finally got through after being on hold for 10 minutes and explained the email, the (very polite) man checked my details and said I'm just going to have to put you on hold whilst I look at your account wonderful I was on hold for 20 MINUTES! I was just about to put the phone down as I was being charged and he said "I'm ever so sorry Miss Kray but there's been an error.
When you cancelled your policy (back in June) you were refunded £96, not charged £50 cancellation fee and you cancelled your direct debit (which I was instructed to do). You now need to pay all of this back as it was an accountant error!"

I explained to the man that when I rang to cancel my car insurence I asked several times if he was sure I do not have to pay a cancellation fee and was he sure I am due a refund and the original colleuge agreed to all of that, I didn't owe any money just a refund (for that months car insurence or something)

So now they expect me to pay back the £96 plus the £50 cancellation fee plus the charge on the cancelled direct debt.

I told them I don't have it, and I am due to fly out on holiday this week an won't be back till the end of the month.

The man then put me on hold again and then returned and said "don't worry I have sorted it out for you, you can pay it all back at the end of the month I have put a note on the system, I've given you two extra weeks there..." AS IF HE WAS FUCKING HELPING ME

I'm so stressed I told him I wasn't back until the end of the month and I don't have the money to pay their error.

Am I just going to have to give in and pay the lot or do I actually have a reason to say no or expect some sort of discount??

Do they record the phone calls? Is so, write to them and request a transcript of the call during which you cancelled your policy and asked if you were due a refund.

Calm down dear.

Yes - I would say I was advised that there was no further charge to be made to me and to cancel the direct debit. I suggest as you minor your calls then you find the recording of this call to see that this is what I was told.

*monitor - not minor!

Really helpful Hilda

I would second everyone else. Request the transcript and they won't have a leg to stand on. And complain to the top in writing and via Twitter etc

You can say no. I'd suggest you make a formal complaint to them, setting out your version of events and inviting them to retract their request for payment and to reimburse you for your call charges to them. They are required to investigate fully and send you a written response. If they have the call recordings, they won't have a leg to stand on so you should ask them specifically to provide them to you. You can also take your complaint to the Financial Ombudsman Service if eSure don't back down.

Cheers hilda I will more than likely calm down when I can shoot just under £200 out my arse.

Thank you everyone else for the helpful comments, I think I will make a complaint and I did mention they quote all calls are recorded and I was told numerous times there was no cancellation fee and just a refund and all the man on the phone said well it needs paying now

I would happily pay the £50 cancellation fee but I am not happy with paying all the rest when that seems to be and they have agreed an error on their part.

Calm down dear is a joke people don't you all remember the Eusre ads!!

OP DO NOT PAY IT
Phone back and complain complain complain ask them to listen to their recorded calls where you were told not to pay anything etc and complain that something as important as this was dealt with just with a "please can you phone us" email. Ridiculous. They will just write this off and apologise once you complain i guarentee. You just need someone with common sense and the authority to do so instead of just some poor messenger in the call centre.

Oh god 😂😂😂 Hilda my deepest apologies, I'm am cringing now, I am sorry, bloody hell that has made me laugh! I did think what an odd thing to comment 🙈

Thanks MrTrebus I think I will definitely take this further now I think they are rather cheeky, I mean what would of happened if I never called?!

1. write to them/email and ask for proof and a reference to the Terms and Conditions that enabled them to allege that they can charge this.

1. say that in any event they waived any contractual right to claim it by assuring you that they would not charge anything.

1. explain that your email is a formal complaint and that you want it to be dealt with by their complaint handling department, and that if they do not uphold your complaint you will refer it to the Financial Ombudsman Service.

1. Ask that in their final response letter to you they provide a transcript of the call where you were told that you did not owe anything.

1. tell them that they should suspend any claim for fees pending resolution of your complaint.

That stuff will cost them more to sort out than to insist on what they claim you owe, and if they have any sense they will abandon the demand.

They won't pursue you for the money. Somebody has clearly just been given some feedback about their mishandling of your cancellation, and they're seeing if you're nice enough to pay it now so they can write off the "leakage" as it's known.