Incompetent
I used this company on and off for over five years. Recently, I cancelled five van policies on the same day after moving to a fleet insurance policy, which they were unable to provide. Each policy was cancelled individually, and I paid all of the required cancellation fees at the time without any issue.
However, two months later they were still taking payments from my account. I called to find out why and was left on hold for almost an hour, only to be told that a manager would investigate and call me back. Unsurprisingly, I never received that call.
After waiting another two days, I called again. Instead of resolving the issue, I received a text message saying another policy had been cancelled and that I owed yet another cancellation fee, despite already paying it two months earlier.
I phoned back and spoke to a representative who simply repeated that I owed the money. She wouldn't listen to what I was explaining, even though I had emails confirming the original cancellation and proof that the fee had already left my bank account. When I asked to speak to a manager, I was refused and told my call would not be escalated.
In the end, I was so frustrated that I paid the cancellation fee a second time just to bring the matter to a close. I have since cancelled all payments to this company and will never use them again.
After more than five years as a customer, this is an incredibly disappointing way to be treated. The customer service was poor, communication was non-existent, and the handling of my account was completely incompetent.