Cancelled direct debit still being used whos to blame?

[bluevan]

I cancelled some pet insurance in July, I cancelled the direct debit and rang the company to tell them i wouldnt be renewing, this company was in the middle of being taken over by another company, So today i noticed they have still been taking £24 a month since august, I rang them up and told them it was wrong and that i had cancelled the policy via phone and the direct debit, they cant trace the call, Obviously i want a refund so what can i do? Is it my bank to blame for allowing another direct debit from a slightly different named company and double the amount to come out of my account? Dont know where to go with this as im annoyed and want my money back, any advice?

[Ghostrider]

I cancelled some pet insurance in July, I cancelled the direct debit and rang the company to tell them i wouldnt be renewing, this company was in the middle of being taken over by another company, So today i noticed they have still been taking £24 a month since august, I rang them up and told them it was wrong and that i had cancelled the policy via phone and the direct debit, they cant trace the call, Obviously i want a refund so what can i do? Is it my bank to blame for allowing another direct debit from a slightly different named company and double the amount to come out of my account? Dont know where to go with this as im annoyed and want my money back, any advice?

Would have thought that would be the banks fault for allowing it to be taken - when you say you cancelled the DD, did you cancel it with the bank ?

[shane39]

I cancelled some pet insurance in July, I cancelled the direct debit and rang the company to tell them i wouldnt be renewing, this company was in the middle of being taken over by another company, So today i noticed they have still been taking £24 a month since august, I rang them up and told them it was wrong and that i had cancelled the policy via phone and the direct debit, they cant trace the call, Obviously i want a refund so what can i do? Is it my bank to blame for allowing another direct debit from a slightly different named company and double the amount to come out of my account? Dont know where to go with this as im annoyed and want my money back, any advice?

 

Did you not recieve a confirmation of cancellation e-mail from them?

[bluevan]

I cancelled the direct debit online (online banking) ive done this before and never had any problems and they dont contact you to confirm it either, I never received any new policy details either confirming that my pet insurance policy had renewed although the company say they did send it? I think as the company was being taken over by another one this is what has caused the confusion but surely my bank shouldnt just let them take money without a signed direct debit agreement?

[andyofborg]

did you contact your bank and tell them to cancel the debit?

[bluevan]

did you contact your bank and tell them to cancel the debit?

 

No i did it online with the bank, But i have done this before and never had any problems

[anniec]

You are covered by the Direct Debit guarantee. You need to go into your bank though and process an Indemnity claim. They will take information from you on the who's the whats and the whys. They cannot, however, refuse to refund you.

[bluevan]

You are covered by the Direct Debit guarantee. You need to go into your bank though and process an Indemnity claim. They will take information from you on the who's the whats and the whys. They cannot, however, refuse to refund you.

 

Will they do this even tho the insurance company say they cant find my call cancelling the policy? Whats made it harder is this all happened in july so all paperwork has been binned, I never received a new policy so just assumed it was cancelled and sorted, Thanks Kathy

[ElasticMan]

anniec is right - call the bank and tell them its a claim under the direct debit guarantee - they will arrange a refund straight away and cannot refuse.

 

Make sure it IS a Direct Debit though, and not a card payment, or even a standing order - in which case you are NOT covered under the DD Guarantee.

[cgksheff]

Why all the anxiety?

 

Just call the bank and ask for your money back.