To call Norwich Union a bunch of incompentents & liars who can't organise a piss up in a brewery...Rant alert

[vole3]

The history is that in September 2007 we didn't renew our car insurance with them and returned all documentation.

Due to having a new baby and being diagnosed with a life-altering illness I didn't realise that they were still taking the direct debits until August this year when a renewal notice arrived.

We contacted them and they admitted that they had received the documents and cancellation notice, had cancelled the policy but not the direct debits and would be refunding me ASAP.

I checked Octobers bank statement that arrived 3 weeks ago and not only had they not refunded me, but they were still taking money for yet another policy I had cancelled and returned to them.

We called them and they checked their records and confirmed that what they said they would do, they hadn't, but couldn't do anything further until the person dealing with us returned from holiday.

Anyhoo, we spoke to this very helpful girl last week who apologised profusely for everything and assured us that everything would be actioned and the refund would be within 3 to 5 working days.

Today (day6) I check with my bank to see if the money has arrived - sweet FA.
We call them again and are told that it was only actioned yesterday and we cannot expect the money before 16th December!!!!!
By this time we are a little irate as not only have they done bugger all, but they are not willing to do anything quicker 'as their systems don't allow for it'.

So, goodbye to the surprise trip to see my mum that I hadn't been able to afford until this windfall - just as well I'd only taken the time off work and hadn't actually told her. Also goodbye to Christmas shopping this year as I work full time and today & tomorrow were my only days off between now and Christmas & I'm not willing to face the crowds on the weekend days that I'm not working, and that after the 16th I don't have any time off before Christmas Day. That's if they do pull their fingers out and pay me the money they shouldn't have taken and have been saying they will refund me for the last 3 months.

Yes, online shopping once the money is there is an option, but I will have missed the last posting dates and most people prefer a nicely presented parcel under the tree rather than a jiffy bag from the stockist with the recipt inside.

HAve you spoken to your bank - they can stop them from taking anymore money and should b able to refund some of the money via the direct debit guarentee

Have spoken to the bank who have put a stop on anything further going out, but because we trusted NU to cancel everything and didn't ask the bank to stop things until the beginning of this month when we realised they still hadn't got things right, the bank can't do anything about the payments taken before then.

They are shit. I used to work for them and left because nobody was acountable for anything, it was always computer says know. I was in a customer facing role and although I tried my best (probably like the girl you spoke to) it was near impossible to accomplish anything to a decent degree.

Norwich Union take the piss don't they?

I rang them to say I had changed my car. The new one is exactly the same model as my old one, even the same colour. Only difference is it's a 54 plate instead of 04. A mere six months younger.

They told me my old car was a Group 9, but my new one would be Group 14.

so obviously they want a shed load of money sending.

*computer says no I mean and AcCountable!

If I thought it would make any difference could be bothered I would drive the 15 miles from my home to the Head Office off St Stephens Street in Norwich and stage a sit in

I would phone back and ask to speak to a manager and tell them you want to make an official complaint.

They are now much more regulated than ever before and official complaints do not look good for them so things tend to move extremely quickly if you do this!

I work in insurance and had to use this once with NU after dealing with customer facing staff who unfortunately have no authority even tho they try to be helpful - got a cheque within 3 days!

Also mention the FSA - financial services authority as that might help!

My husband has already sent an official letter of complaint and lodged a complaint with the ombudsman - will check if the FSA is the same or not.

Thanks

How outrageous! If I were you I would ring them again, ask to speak to the most senior person there, be nice, but firm. Tell them the whole situation and the implications re Christmas etc. Tell them you want a BACS payment for the full amount put through that day (should then take max 5 working days to clear). It's your money, not theirs to hold on to. There is always smeone in these companies that can approve these things. They can sort out there own admin later.
Good luck.

Have just got a call from a senior person who apologised for the catalogue of errors that have occurred since 19/9/2008.
He said that 'they are unable to expedite things further but the payment is on its way and has left the NU account and is the banking system'. They will also be sending a cheque for £100 as compensation.

All of this I will believe when I see it, but I have hope.

This sudden action might have had something to do with my husband saying he would ride his bike up the steps of the building and sit revving in reception until something was sorted..... and then they checked our address which meant he could have been there inside 15 minutes

They are totally f*&%ing useless and I wouldn't insure with them again EVER EVER EVER.

Someone drove into my car when it was stationary (and legally parked), we had full details of the person, and it took NU nine and a half months to settle the claim, which of course cut across when I was due to renew so I couldn't go elsewhere or I wouldn't have got my NCB.

YANBU. Nothing involving Norwich Union could ever BU.

oops - fat fingers again, meant to say 19/9/2007

If it doesn't turn up just mention the words "financial Ombudsman"

Norwich Union are a bunch of wankers. A couple of years ago, I was rammed from behind by someone who I later found out was uninsured. They refused to give me my excess back until they had claimed it back from the uninsured idiot. Instead of taking him to court, they let him pay it back £10 per week!

I thought the point of insurance was that they reimbursed you and then got the money back themselves. I was paying for nothing.

If they mess up again, mention the Ombudsman, the FSA and the media if necessary. Also, get everything in writing, if you aren't doing that already.