Watch out for Hastings Direct

[***trumpeter***]

My car insurance policy with them had an auto renewal that I hadn't noticed. Ok, technically that's my fault.

 

My renewal letter from Hastings Direct arrived three days after my policy expired. There was no postmark on the envelope.

 

Hastings Direct took the first monthly payment of the renewed policy (which was 50% more than I had been paying). I recovered this payment via the direct debit guarantee.

 

Hastings Direct then took a similar amount from my visa account by way of cancellation fee. I used the visa account to pay the initial fee and did not set up any continuous payment authority.

 

I don't think there's anything I can do but I can certainly tell others that this is a company to avoid. And I will follow their complaints procedure through to the FSA, of course.

 

Thanks for reading.

 

Best wishes, Neil

[dx100uk]

do a visa chargeback

 

this is typical sharpe tactics by many

havea look for threads on at AA

 

this is their fav trick too!!

 

dx

[***trumpeter***]

Thanks dx100uk, that's what I've done. My visa people were extremely helpful. It would appear that it's normal for these companies to keep visa details even when there's no continuous authority - normal but not allowed!

 

It wouldn't surprise me if Hastings Direct start on me again once I have the money returned. They have responded formally to my telephone complaint (which is good) so

a) I can go straight to the ombudsman if there's a problem and

b) They've broken down the charges into the few days insurance I missed (which I don't mind paying, of course) and the cancellation fee (which I'll dispute).

 

Best wishes, Neil

[Ganymede]

Check the terms of your policy but with the auto renewals you have a period of time to cancel without charge usually.

[***trumpeter***]

I'm afraid not, Ganymede. I was in touch with Hastings Direct within 24 hours of the direct debit being taken, which was itself 24 hours after the auto renewal. They still took without my permission or ongoing agreement £25 cancellation fee. Hopefully visa will take it back and then the dispute proper can begin.

 

Best wishes, Neil

[BadService]

I am not a client of Hastings, however my Dad was. Despite my Dad cancelling his car policy they continued to take the funds from my account (I added my name to my dad's car insurance policy last year for 2 weeks and used my debit card - Hastings decided to continue using my card). Anyway, after waiting over an hour on the phone I was put through to a call service attendant who clearly wished it was home time. Numerous e-mails later and I'm still no further forward.

 

Hastings advertise this wonderful complaints policy - the treatment received has been terrible and very distressing (overdraft charges are increasing daily)

 

To cut a long story short, they promised to credit my account. THEY DEBITED IT AGAIN. Two weeks down the line and I am still awaiting nearly £600 in funds.

 

Does anyone know another route to take ? For example, the name of the COO ?

Edited May 18, 2011 by BadService

[Carol Ingram]

I would like to tell my story of how TERRIBLE Hastings Direct Car Insurance is!! They have taken an amount of £220.70 from my account for a years car insurance which I DID NOT authorise. They said they sent documentation which I NEVER RECEIVED and as I did not respond they automatically take the money which has gone up nearly £100 from last year! After being on the phone and dealing with an idiot they said they DO NOT have to pay me back and won't and if I cancel they will charge me! I went NUTS.

I have called my bank to dispute this payment and claim it through my bank and hopefully they can claim back from their bank but they ARE XXXXXXX DO NOT USE THEM EVER!!!

[JOVI75]

I cancelled my Hastings Direct car insurance policy in April at a cost of £79.54 (not impressed but that's life). Received letter stating that the amount would be taken using the card details they have for me on file (from my original down payment) within 7 days - fine! Today received letter to say that I had not paid the cancellation fee and that I now owe £117. I called Hastings payment line to ask what was going on and was told that they could not take the money as I had cancelled my DD - er yes I had because my policy was cancelled and the payment being taken from my card. I offered to pay the original amount over the phone but was told I couldn't and had to contact the complaint dept for debt recovery (which can only be done by email........why doesn't anyone speak anymore???)

 

I have emailed and said that I will not be paying the additonal late payment charges.......now I wait for goodness knows how long for a reply! What's the betting this isn't resolved easily?

[Guest Claire Hughes Customer relations. Hastings Direct.]

I cancelled my Hastings Direct car insurance policy in April at a cost of £79.54 (not impressed but that's life). Received letter stating that the amount would be taken using the card details they have for me on file (from my original down payment) within 7 days - fine! Today received letter to say that I had not paid the cancellation fee and that I now owe £117. I called Hastings payment line to ask what was going on and was told that they could not take the money as I had cancelled my DD - er yes I had because my policy was cancelled and the payment being taken from my card. I offered to pay the original amount over the phone but was told I couldn't and had to contact the complaint dept for debt recovery (which can only be done by email........why doesn't anyone speak anymore???)

 

I have emailed and said that I will not be paying the additonal late payment charges.......now I wait for goodness knows how long for a reply! What's the betting this isn't resolved easily?

 

 

Hello,

My name is Claire Hughes and I am the Customer Relations Team Manager at Hastings Direct. I am very sorry to read that you have had a disappointing experience with our customer service following the cancellation of your cover. I understand that you have emailed us regarding your policy but if you would kindly contact my colleague Julie Urquhart on 01424 735735 ext 8225 with your details, we would like to look into this matter personally.

 

Kind regards

Claire Hughes

[JOVI75]

I cancelled my Hastings Direct car insurance policy in April at a cost of £79.54 (not impressed but that's life). Received letter stating that the amount would be taken using the card details they have for me on file (from my original down payment) within 7 days - fine! Today received letter to say that I had not paid the cancellation fee and that I now owe £117. I called Hastings payment line to ask what was going on and was told that they could not take the money as I had cancelled my DD - er yes I had because my policy was cancelled and the payment being taken from my card. I offered to pay the original amount over the phone but was told I couldn't and had to contact the complaint dept for debt recovery (which can only be done by email........why doesn't anyone speak anymore???)

 

I have emailed and said that I will not be paying the additonal late payment charges.......now I wait for goodness knows how long for a reply! What's the betting this isn't resolved easily?

 

An update!! I received a letter from Hastings Direct in which they explained that I had another payment due out on DD which is where the charge came from in addition to the cancellation fee. Anyway they had listened to my recorded phone conversation when I cancelled (these recordings do work obviously) and agreed that I had not been given the correct information by their advisor with regard to the DD being on top of the fee he was quoting. They therefore, as a gesture of goodwill, did not charge me the cancellation fee or charge for the cancelled DD. Fair dos!!

[MARTIN3030]

Thanks for the update,good to see it is sorted.

Hastings now have authorisation to deal on the site,so hopefully will see more resolved.

Edited July 10, 2011 by MARTIN3030

[***trumpeter***]

The visa chargeback worked. Now Hastings Direct are demanding payment "by postal order or credit card" and threatening debt recovery. Not only that, but they demand payment "within 7 days of the date of this letter" which is dated 8th July and which I received yesterday.

 

So, to recap, Hastings failed to send me a reminder and now want paying a £25 cancellation fee (along with £4.76 insurance, which I do not dispute). BULLYING is a word that comes to mind. DEMANDING MONIES WITH MENACES seems appropriate, too. I see there are a couple of Hastings Representatives hereabouts. Does it make you feel proud to be working for a company that resorts to this way of making money?

 

Can someone suggest the best way for me to respond to this recent demand, please? Many thanks in advance.

 

Best wishes, Neil

[***trumpeter***]

Hello,

My name is Claire Hughes and I am the Customer Relations Team Manager at Hastings Direct.

 

Hi Claire, it's nice to see you're here. Hopefully you'll read my update. Perhaps you'll even take the opportunity to resolve the problem. Policy number is 2135782 (in my wife's name - she's really stressed about this, which is why I'm dealing with it for her).

 

I'll keep the thread updated.

 

Best wishes, Neil

[MARTIN3030]

The visa chargeback worked. Now Hastings Direct are demanding payment "by postal order or credit card" and threatening debt recovery. Not only that, but they demand payment "within 7 days of the date of this letter" which is dated 8th July and which I received yesterday.

 

So, to recap, Hastings failed to send me a reminder and now want paying a £25 cancellation fee (along with £4.76 insurance, which I do not dispute). BULLYING is a word that comes to mind. DEMANDING MONIES WITH MENACES seems appropriate, too. I see there are a couple of Hastings Representatives hereabouts. Does it make you feel proud to be working for a company that resorts to this way of making money?

 

Can someone suggest the best way for me to respond to this recent demand, please? Many thanks in advance.

 

Best wishes, Neil

 

Hi Neil I would wait for a response here.

Given that the Policy is in your wifes name-they may insist on her giving the OK for you to deal,in consideration of the DPA.

[***trumpeter***]

That's a good point, Martin3030, thank you. I can see that neither Claire nor anyone else from Hastings Direct can respond to this thread here because it's dealing with a third party's business.

 

My wife needs to respond to the demand for payment, though. So I'd very much appreciate any suggestions on the best way for her to do so.

 

Many thanks in advance.

 

Best wishes, Neil

[MARTIN3030]

Hi Neil,

You have already listed the policy number,Julie or Claire will come here and pick that up and leave a response-likely a telephone number.

Your wife will then need to call and authorise you to deal.

You can still continue to update any progress here.

[***trumpeter***]

Right-ho Martin3030, and thanks again for your interest.

 

Best wishes, Neil

[Guest Claire Hughes Customer relations. Hastings Direct.]

Hi Claire, it's nice to see you're here. Hopefully you'll read my update. Perhaps you'll even take the opportunity to resolve the problem. Policy number is 2135782 (in my wife's name - she's really stressed about this, which is why I'm dealing with it for her).

 

I'll keep the thread updated.

 

Best wishes, Neil

 

 

Hello Neil

 

I'm very sorry to read that feel unhappy with the service that you and your wife have received in relation to the renewal of your policy with us. I have this morning tried to contact you regarding this matter but unfortunately have been unsuccessful. Can you please contact me at your earliest convenience on 01424 739338 and I will be happy to discuss your concerns.

 

Kind regards

 

Claire

[***trumpeter***]

For anyone following this thread I have to report that Claire obtained my wife's permission and then spoke with me this morning. The matter is resolved and I have no further complaint about Hastings Direct. Thank you very much, Claire.

 

I'd like to add that I prefer to deal with companies that have a track record of resolving complaints rather than companies who have few complaints but sometimes fail to resolve them. Hastings Direct has just become one of the former.

 

Best wishes, Neil

[dx100uk]

ok it would be pleasing to know what hte resolution was

 

 

many people just read threads for info upon their situation and likeness and how it was resolved.

 

just completeing a thead with your present reply helps no-one.

 

so either yourself or the rep needs to give a basic oultine of the resolution to help others please

 

dx

[***trumpeter***]

Fair enough, dx100uk.

 

Claire accepted that the renewal letter arrived after the renewal had taken place and refunded the cancellation fee. She was also concerned that two items of post had been significantly delayed and said that she would look into the Hastings Direct postroom system to ensure that this wasn't a regular occurrence.

 

Furthermore, Claire was concerned that my complaint had not been resolved sooner. As a gesture of goodwill she waived the charge for insurance, even though it was never in dispute. And she apologised, both on the telephone and then followed up by email.

 

Best wishes, Neil

[dx100uk]

how stupendous

 

great result.

 

me thinks hasting will be top of the class [well under lee from voda! - if they always resolve issues in this professional manner.

 

dx

siteteam

[MARTIN3030]

Yes its good to see.

To be fair,Hastings are trying very hard to reverse the trend that was failing them,it is still early days yet,but this is a very good start.

[lewte]

I agree with you dx

 

 

I had a similar problem with auto renewal and Hastings Direct approx 3 year ago.

 

 

Luckily they had tried to take the payment from a credit card that I no longer used. I received numerous letters and threats fro Hastings Direct and eventually wrote to the ombudsman.

 

 

Hastings then stopped contacting me and nothing is showing on my credit report.

 

 

This does not, however, explain why Hastings Direct continue to harrass people in this way.

 

It would be nice to have a reply from Claire

[MARTIN3030]

When Cag started in 2006,we did not have so many forums as now,so its difficult to monitor things from 5 years ago,but I dont think we saw any more complaints from Hastings customers than any other firms,it seems that we began to see more by proportion to what we had seen,in 2009/2010.

Hastings had a management buyout in 2010,and my understanding is that they are in the last throes of team building after a shaky start.

We can only really begin to judge the new company after we have seen how they are looking further down the line.